Program Manager

Internal Revenue Service•Fresno, CA

4d•Onsite

About The Position

This position is for a Department Manager within Taxpayer Services - Service Center Accounts Management in Fresno. The role involves defining business goals, developing work plans, setting priorities, and overseeing work through subordinate managers and supervisors. The manager will evaluate program implementation, provide guidance, manage relationships with other agencies and IRS divisions, develop performance standards, and handle grievances. They will also serve as a coach and mentor, initiating improvements in efficiency and quality, and resolving bottlenecks. The role is 70% supervisory, serving as a second-level Department Manager responsible for planning, organizing, directing, coordinating, controlling, and evaluating activities of multiple subordinate organizational units through subordinate managers in a Campus and remote site environment. The manager will provide senior-level leadership, ensure alignment with Taxpayer Services mission and goals, establish clear performance expectations, and manage workforce planning, resource allocation, and human capital functions.

Requirements

One year of substantive supervisory or program management experience.
Experience applying management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight.
Experience in compliance programs, work functions, and staff hour planning methods and techniques in order to initiate, plan, organize, direct and manage the functions and employees of the operation.
Experience addressing error trends and performance gaps, including reviewing quality reports and conducting root cause analysis in identifying risks, evaluating workflows, and implementing procedural or training improvements (Continuing Professional Education (CPE), needs-based training, etc.).
Experience with work systems (e.g., Integrated Data Retrieval System (IDRS), Accounts Management System (AMS), Embedded Quality Review System, National Quality Review System (EQRS/NQRS), Servicewide Electronic Research Program (SERP), etc.) and processes which affect assigned functions and decisions concerning workflow, production, and quality.
Real-time and long-term inventory management, including workload balancing and resource allocation.
Experience in budget and fiscal methods used in establishing and maintaining an organization, (i.e. ability to maintain and manage financial resources).
Experience applying communication techniques to effectively and diplomatically interact with internal and external customers; providing feedback on employee writing and performance; providing clear instruction to audiences at all levels (frontline staff, operation managers, executives, etc.).
Experience applying regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled including disciplinary processes (e.g., writing counseling memos, developing action plans/Performance Improvement Plans (PIPs) etc.) using Internal Revenue Manual (IRM), Code of Federal Regulations (CFR), Servicewide Electronic Research Program (SERP) or other official guidance.
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, known as time after competitive appointment.

Nice To Haves

Federal experience is not required.
Experience may have been gained in the public sector, private sector or through Volunteer Service.
Alternative work schedule, staggered work hours may be available.

Responsibilities

Define business goals, develop work plans and set short and long term priorities to be accomplished by subordinates.
Direct, coordinate and oversee work plans through subordinate managers and supervisors.
Assign work based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
Evaluate program implementation and effectiveness.
Provide guidance, advice, counsel or instruction to subordinates in resolving administrative and on technical problems.
Manage relationships with functional executives of IRS operating divisions within the area serviced, officials of other agencies, and in advising management officials of higher rank.
Develop performance standards and evaluate work performance of subordinate supervisors and managers.
Serve as the reviewing official on evaluations and performance recognition or disciplinary actions of non-supervisory employees rated by subordinate supervisors.
Manage and resolve group grievances, employee complaints and/or other issues elevated to the second level.
Make decisions and/or approve expenses on routine and/or non-routine, costly or controversial requests and/or personnel related actions (e.g., selection, training, promotions).
Serve as a coach and/or mentor to subordinate managers and/or employees on an ongoing basis, tailoring the emphasis based on the particular needs and background.
Initiate ways to improve efficiency of the department and increase the quality of the work directed.
Find and implement ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building or improve business practices.
Serves as a second-level Department Manager responsible for planning, organizing, directing, coordinating, controlling, and evaluating the activities of multiple subordinate organizational units through subordinate managers within a Campus and remote site environment.
Provides senior-level leadership to subordinate managers and ensures alignment of organizational objectives with Taxpayer Services (TS) mission, goals, and established strategic priorities.
Establishes and communicates clear performance expectations, operational goals, and program strategies to ensure effective and consistent execution of work across all assigned functions.
Manages workforce planning and the allocation of personnel, budget, and other resources to accomplish program objectives and meet workload demands.
Exercises the full range of supervisory and managerial authorities over subordinate managers, including performance management, employee and labor relations, and related human capital functions, ensuring actions are consistent with applicable laws, regulations, and policies.