Program Manager-DM-MSP-INT / Department Manager

Internal Revenue Service•Kansas City, MO

15d

About The Position

The Department Manager works in Taxpayer Services, within Return Integrity and Compliance Services (RICS), Refundable Credits Examination Operation. The position directs departmental operations and supports Taxpayer Services policy development and implementation. The manager defines business goals, sets priorities, oversees work through subordinate managers and supervisors, evaluates program effectiveness, and provides guidance on administrative and technical matters. The role also manages relationships with IRS executives and officials from other agencies, evaluates subordinate managers and supervisors, handles escalated employee issues, makes or approves personnel and expense decisions, and coaches and mentors staff. The manager seeks ways to improve efficiency, reduce production barriers, strengthen teamwork, and improve business practices. For Policy, the manager works with Taxpayer Services executives, Area Directors, and counterparts in other IRS divisions to formulate new or revised policies. The role develops objectives, strategies, actions, and success factors; ensures area plans and accomplishments align with Taxpayer Services goals, schedules, and policies; briefs senior leaders and prepares reports on plans, progress, findings, and recommendations; and prepares agency directives, Internal Revenue Manual issuances, memoranda, policy statements, and other written guidance. The manager recommends adjustments or alternative courses of action when needed. The position requires at least one year of specialized supervisory or program management experience equivalent to the next lower payband or GS grade. The announcement describes a one-year supervisory or managerial probationary period, Government-issued charge card use for business travel, and a time-after-competitive-appointment requirement for applicable current civilian employees. Alternative work schedules and staggered hours may be available.

Requirements

At least one year of specialized experience equivalent to the next lower payband or GS grade in the normal line of progression; the experience must include substantive supervisory or program management experience.
Experience addressing error trends and performance gaps, including reviewing quality reports, conducting root-cause analysis, identifying risks, evaluating workflows, and implementing procedural or training improvements.
Experience with relevant work systems and processes affecting assigned functions and decisions concerning workflow, production, and quality; examples include IDRS, AMS, EQRS/NQRS, and SERP.
Experience with real-time and long-term inventory management, including workload balancing and resource allocation.
Ability to communicate effectively and diplomatically with internal and external customers, provide feedback on employee writing and performance, and give clear instruction to audiences at all levels.
Experience applying official regulations, guidance, principles, procedures, and techniques to oversee personnel planning and development, including disciplinary processes such as counseling memoranda and Performance Improvement Plans.
Applicable current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate by the applicable announcement closing or cutoff date.
Successful completion of a one-year supervisory or managerial probationary period is required unless already completed.
Obtain and use a Government-issued charge card for business-related travel.

Responsibilities

Define business goals, develop work plans, and set short- and long-term priorities for subordinates.
Direct, coordinate, and oversee work plans through subordinate managers and supervisors.
Assign work according to priorities, assignment difficulty and requirements, and employee capabilities.
Evaluate program implementation and effectiveness.
Guide and advise subordinates in resolving administrative and technical problems.
Manage relationships with IRS operating-division executives, other agency officials, and higher-ranking management officials.
Develop performance standards and evaluate subordinate supervisors and managers; review evaluations and recognition or disciplinary actions for non-supervisory employees rated by subordinate supervisors.
Manage and resolve group grievances, employee complaints, and other issues elevated to the second level.
Make decisions or approve routine and non-routine expenses and personnel actions, including selection, training, and promotions.
Coach and mentor subordinate managers and employees according to their needs and backgrounds.
Improve departmental efficiency and work quality, reduce production bottlenecks and barriers, promote team building, and improve business practices.
Work with Taxpayer Services executives, Area Directors, and counterparts in other IRS divisions to formulate new or revised Taxpayer Services policies.
Develop Policy objectives, strategies, actions, and critical success factors.
Ensure area plans and accomplishments align with Taxpayer Services goals, schedules, and policies.
Conduct briefings and prepare reports for senior managers and leaders on program plans, progress, findings, and recommendations.
Prepare agency directives, IRM issuances, memoranda, Taxpayer Services policy statements, written guidelines, and recommendations.
Recommend adjustments or a different course of action when necessary.