Director Online Services

Found in: beBee jobs US - 2 weeks ago


Washington, Washington, D.C., United States Department Of The Treasury Full time
Summary

The Internal Revenue Service (IRS) is a bureau of the Department of the Treasury. The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.



Duties

We strongly encourage applicants to read the entire announcement before submitting their applications.

The Director, Online Services serves as the principal advisor to the IRS management team on matters pertaining to online product and service delivery regarding an integrated, omni-channel customer experience ecosystem. The Director oversees continued maintenance and evolution of , and the portfolio and products of all online services, including developing electronic account management, payment, and digital communication tools.

As the Director Online Services your duties and responsibilities include:

  • Design, develop, and implement the strategic vision and product roadmap to transform the delivery of digital services. Collaborate with senior Treasury and IRS executives to align people, processes, and technology initiatives to define and achieve this strategic vision and roadmap. Review and manage a broad set of activities to enhance the digital delivery and integration of services and information related to federal tax matters. Set the strategic direction and development of digital self-service components to maximize the taxpayer experience based on user research and design.
  • Review and manage the operation of web technologies and solutions to provide taxpayers with actionable information that is accurate, timely, comprehensive, and easy to navigate. Ensure strategic content across IRS while partnering with internal stakeholders from various IRS business units and communications organizations to deliver consistent, cross-channel content and develop a comprehensive online services marketing and outreach strategy. Brief all levels of IRS and Treasury management and external stakeholders on IRS digital service developments. Prepare input to testimony and participate in Congressional hearings related to IRS online service delivery.
  • Apply quantitative and qualitative research and analytics to identify and quantify taxpayer needs and identify opportunities to improve taxpayer and employee experience through modification of existing tools and services or creation of new ones. Develop strategies for incorporating modern technologies that provide internal and external stakeholders with an integrated environment. Provide leadership in evaluating emerging technologies through prototyping in the IRS digital environment offering a modern suite of self-service options.
  • Provide executive direction to the product lifecycle of digital services. Lead efforts to gather, manage, and prioritize digital service requirements based on business objectives and taxpayer research. Create and manage the online products and digital services portfolio. Innovate, plan, develop, and manage comprehensive cross-cutting strategies requiring multi-business unit collaboration. Evaluate specific issues and their impact on IRS internal and third party-provided services to provide solutions.
  • Represent IRS interests for audits and the National Taxpayer Advocate's Most Serious Problems related to digital services, partners with leaders across IRS business units and in oversight bodies (e.g., Treasury Inspector General for Tax Administration, Government Accountability Office) throughout the audit lifecycle. Direct analysis of audit responses, provide substantive direction and insights to those audit responses, and lead strategic recommendations for post-corrective actions.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at


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