Summary

As the Director, Joint Operations Centeryou will be responsible for improving customer service and program performance, creating a work environment that encourages creative thinking and maintaining focus, intensity and persistence to support the delivery of national objectives and performance measures for all customer telephone, correspondence, and electronic media inquiries.

The Director Joint Operations Center performs the following duties and responsibilities:

• Provides executive leadership and direction through subordinate top level managers to provide customer support to the enterprise contact center environment by gathering business requirements, identifying the best solution to satisfy the requirements, and executing/coordinating the actions necessary to deliver the requirements. This includes business applications which provide support to front-line employees, e.g. Servicewide Electronic Research Program (SERP), Integrated Case Processing (ICP), and to taxpayers, e.g., TeleTax, TRIS, network prompter, as well as business applications/system components used to manage within the telephone environment, e.g., automated call distributors (ACD), intelligent contact manager (ICM), routing trees.
• Exercises executive authority through subordinate managerial staff to anticipate future business applications based on the Service's mid-term and long-term direction, e.g., TAVS, multi-year strategic plans, as well as industry direction relating to a multi-channel contact center operating environment. This includes identifying opportunities for prototypes and enhancing business functionality to current business applications to meet future needs.
• Provides executive direction, oversight, and approval through subordinate organizational units for forecasting work, formulating enterprise work plans and work schedules, developing staffing requirements, performing in-depth analyses and supporting business data/reporting requirements. Establishes strategic direction and goals for balancing and/or reducing customer demand, improving productivity, enhancing quality, expanding services and accessibility, and integrating channels of service.
• Through subordinate top level managers provides executive leadership for monitoring the enterprise call center environment both in terms of the customer experience and resource utilization in real-time and near real-time.
• Coordinates program activities with other top level IRS executives to prepare service-wide policies, address cross-functional issues, develop strategies, and ensure consistency of approach. The incumbent provides executive leadership for the JOC Council, a forum where all JOC stakeholders provide customer feedback, share ideas, offer guidance, and resolve both cross operating division/functional and customer service issues.
• Establishes performance targets and recommends performance goals for the Taxpayer Services CAS and Small Business Self-Employed Examination and Collections organizations along with other stakeholder organizations.
• Manages all human, physical, information technology and financial resources assigned to the JOC organization and allocates these resources in accordance with overall strategies to further the accomplishment of specific goals.
• Oversees the planning, direction and execution of programs, sets policies on budget, training, personnel, labor relations, legal, strategic, automation, and shared services support issues within the JOC organization.
• Determines appropriate information/automation solutions for JOC and ensures their implementation.

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 www.jobs.irs.gov

Requirements

Conditions of employment

• U.S. Citizenship is required.
• Be geographically mobile to accomplish the Service's mission.
• Complete a one-year SES probationary period, if not previously completed.
• Certify you have registered with the Selective Service System if you are a male applicant born after December 31, 1959, or certify you are exempt from having to do so.
• Complete a OF-306, Declaration for Federal Employment, to determine your suitability for Federal employment, at the time requested by the agency.
• Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
• Provide information to successfully complete a background investigation. Applicants must have a successfully adjudicated FBI criminal history record check (fingerprint check) and a NACI or equivalent.
• Go through a Personal Identity Verification (PIV) process that requires two forms of identification as listed on Form I-9 (http://www.uscis.gov/files/form/I-9_IFR_02-02-09.pdf); of which one must be a valid state or federal government-issued picture identification. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
• Complete verification of identity and employment eligibility as required by Federal law for all persons hired to work in the United States. The IRS participates in e-Verify (Employment Verification) and may provide information from your Form I-9 to the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) to secure a work authorization. You will receive written instructions and contact information for SSA and DHS if this information cannot be confirmed.
• File a Confidential Financial Disclosure Report (sf278) within 30 days of appointment and annually.
• Disclose Political Appointments.
• Veterans' preference is not applicable to the Senior Executive Service.
• Meet all qualification requirements by the closing date of this announcement.

Qualifications

To qualify for the position of Director Joint Operations Center, you must meet the following requirements:

RESUME: To meet the minimum qualification requirements for this position, you must show that you possess the Executive Core Qualifications (ECQs) and Mandatory Technical Qualifications (MTQs) related to this position within your resume- NOT TO EXCEED 2 PAGES. Resumes over the 2-page limit, will not be reviewed beyond page 2. Your resume should include examples of experience, education, and accomplishments applicable to the qualification(s). If your resume does not reflect the demonstrated evidence of these qualifications, you may not receive consideration for the position. Your resume must demonstrate possession of the knowledge, skills, and abilities essential to fulfill executive responsibilities typically required in SES positions, including:

• Directing the work of an organizational unit;
• Accountability for the success of one or more specific programs or projects;
• Monitoring progress toward organizational goals and periodically evaluates and makes appropriate adjustments to such goals;
• Supervising the work of other managers; or
• Exercising important policy-making, policy-determining, or other executive functions.

Note: If you are a member of the SES or have been certified through successful participation in an OPM approved SES Candidate Development Program (SESCDP), or have SES reinstatement eligiblity, you do not need to respond to the ECQs. Instead, you should attach proof (e.g., SF-50, Certification by OPM's SES Qualifications Review Board (QRB)) of your eligibility for noncompetitive appointment to the SES.

EXECUTIVE CORE QUALIFICATIONS (ECQs): By statute, OPM prescribes Executive Core Qualifications (ECQs) for the appointment of career Senior Executive Service (SES) members. The ECQs were designed to evaluate executive experience and not technical expertise. The following ECQs provide the focus for certification of executive core qualifications for initial appointment to the SES. Your two-page resume should show that you possess the Executive Core Qualifications.

1. Commitment to the Rule of Law and the Principles of the American Founding: Demonstrated knowledge of the American system of government, the commitment to uphold Constitution and the rule of law, and commitment to serve the American people. Leadership Competencies: Knowledge of the American System of Government; Commitment to the Rule of Law; Civic-Mindedness.

2. Driving Efficiency: Demonstrated ability to strategically and efficiently manage resources, budget effectively, cut wasteful spending, and pursue efficiency through process and technological upgrades. Leadership Competencies: Fiscal Responsibility; Managing Resources; Leveraging Technology.

3. Merit and Competence: Demonstrated knowledge, ability and technical competence to effectively and reliably produce work that is of exceptional quality. Leadership Competencies: Technical Skill; Problem Solving; Agility and Resilience.

4. Leading People: Demonstrated ability to lead and inspire a group toward meeting the organization's vision, mission, and goals, and to drive a high-performance, high-accountability culture. This includes, when necessary, the ability to lead people through change and to hold individuals accountable. Leadership Competencies: Accountability; Developing Others; Executive Judgement.

5. Achieving Results: Demonstrated ability to achieve both individual and organizational results, and to align results to stated goals from superiors. Leadership Competencies: Operational Mindset; Innovation; Strategic Thinking.

FUNDAMENTAL COMPETENCIES: The following competencies are the foundation for success in each of the Executive Core Qualifications: Interpersonal Skills, Oral Communication, Continual Learning, Written Communication, Integrity/Honesty, and Public Service Motivation.

Additional information about the SES and ECQs can be found on the OPM SES Website: OPM Guide to SES Qualifications.

MANDATORY TECHNICAL QUALIFICATIONS (MTQs): In addition to the ECQs, candidates must address Mandatory Technical Qualifications (MTQs). MTQs are designed to assess an applicant's experience relevant to the specific position requirements. All applicants must clearly demonstrate in their two-page resume, experience and accomplishments related to the MTQs below:

1. Service Delivery - Demonstrated ability to coordinate with all internal and external stakeholders in the delivery of customer service via telephones, correspondence and electronic media.
2. Call CenterOperations - Ability to manage and coordinate the activities of a very large and complex call center operation. Experience in directing a single national center for planning, forecasting, scheduling, routing, and workforce management over multiple large call centers is highly desirable.

There is NO requirement to prepare a separate narrative statement specifically addressing the ECQs or MTQs. Only the required 2-page resume will be considered.

To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

Education

There is no education requirement for this position.

Additional information

• Veterans' preference is not applicable to the Senior Executive Service.
• Applications MUST be submitted through USAJobs.
• Submit resume and all other required documents online by 11:59 PM EST of the closing date.
• If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.
• Salary for Senior Executive Service jobs vary depending on qualifications.
• Undergo a review of prior performance/conduct and an income tax verification. Refer to "Get Your Tax Record" at http://www.irs.gov/ to check the status of your account, balance owed, payment history, make a payment, or review answers to tax questions. If you are not in compliance, you will be determined unsuitable for employment with IRS.
• The employment of any candidate selected for this position, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns.
• This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. For more information regarding your rights refer to Noncriminal Justice Applicant's Privacy Rights - FBI, FD-258 Privacy Act Statement - FBI, and SEAD-3-Reporting-U.pdf (dni.gov).

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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.