Senior Manager, Training

Arizona Department of Administration•Phoenix, AZ

9d•Hybrid

About The Position

The Customer Experience Trainer position is designed to educate Department of Revenue (ADOR) employees to perform the duties to support the Customer Experience needs of the Agency. This position facilitates Customer Experience Education, Training including curriculum design, and content development in collaboration with internal and external stakeholders to ensure agency needs are met; facilitates training for the ADOR Customer Experience professionals (call center, lobby, chat); and delivers education to other internal and external stakeholders on various topics as needed. This position may be available for remote work within Arizona.

Requirements

Knowledge of education theory and practice.
Knowledge of general Customer Experience methodologies.
Knowledge of public relations and public speaking strategies and techniques.
Knowledge of adult learning strategies, theories, and techniques.
Knowledge of state tax statutes, constitution and administrative rules.
Knowledge of approaches to value.
Strong verbal, written, and listening communication skills.
Strong organization and time management skills with the ability to coordinate multiple activities simultaneously and work in high-pressure situations.
Strong public speaking and presentation skills.
Strong interpersonal skills and demeanor.
Effective project coordination skills.
Proficient in the use of a PC tools.
Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety.
Ability to work both independently and collaboratively as part of a team.
Ability to motivate, engage, develop/grow, a high performing team.
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner.
Ability to build strong working relationships and partnerships with internal and external customers and stakeholders.
Ability to understand and solve problems.
Ability to develop and present appropriate educational curriculum and materials for an array of audiences.
Ability to travel up to 40% of the time within the state of AZ, with some overnight travel.
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another.
Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Nice To Haves

Bachelor’s Degree in Education or related field.
Experience training Customer Experience staff.
Use and understanding of AI tools.

Responsibilities

Plans, organizes, implements, and evaluates the Customer Experience Education Training and staff across the State of Arizona.
Updates, modifies and develops new programs as needed.
Maintains current and up-to-date training content, manuals and materials.
Assists in the design of curriculum, and training courses.
Recommends purchase of and directs utilization of audio visual and other training devices.
Confers with agency management to ascertain training needs and goals.
Confers with other professional training personnel to coordinate development of specialized programs.
Delivers training via online and in-person/classroom training using synchronous and asynchronous training methods.
Conducts training effectiveness assessments to ensure course objectives are met through attendee post-training feedback, pre- and post-training quizzes and surveys completed by hiring managers.
Maintains a calendar of training events.
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
Prepares training reports and creates a trainee scorecard.
Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated.
Completes all required training in a timely manner.
Participates in assigned work teams as appropriate.
Completes periodic metrics, projects, huddle boards and reports as requested.
Prepares for and actively participates in 1:1 coaching with supervisor.
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.
Collaborates with key internal leadership in order to facilitate the education of local government staff and taxpayers on statutes, administrative codes, and ADOR policies/procedures related to Arizona property tax.
Attends meetings with external stakeholders on behalf of the Department, as needed.
Other duties as assigned.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans.
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans.
10 paid holidays per year.
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years.
Sick time accrued at 3.70 hours bi-weekly.
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Deferred compensation plan.
Wellness plans.
Tuition Reimbursement.
Stipend Opportunities.
Infant at Work Program.
Rideshare and Public Transit Subsidy.
Career Advancement & Employee Development Opportunities.
Flexible schedules to create a work/life balance.