Salary: $93,960.00 - $144,576.00 Annually
Location : Thurston County - Tumwater, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2026-113
Department: Dept. of Revenue
Division: Taxpayer Services
Opening Date: 06/24/2026
Closing Date: 7/12/2026 11:59 PM Pacific

Description
The Department of Revenue (DOR) is currently seeking to fill the Program Manager of the Taxpayer Services division (TPS) in Tumwater, WA. This is a rare and exciting opportunity for a dynamic leader to serve in an amazing organization, doing meaningful work with a dedicated and professional team of licensing and tax administration experts. The Program Manager of TPS enables the division to successfully accomplish its responsibilities by managing the daily operations of TPS and is part of the TPS management team.

Taxpayer Services is one of four operating divisions reporting to the Senior Assistant Director of Operations. Each division is led by an Assistant Director. This position reports to the Assistant Director of Taxpayer Services and is responsible for managing the following statewide programs for the Department: the legislatively mandated Business Licensing Service program, the legislatively mandated Taxpayer Services Program, and the Tax and Business Licensing Service (BLS) Call Center.

The Program Manager manages the division's education and outreach programs responsible for many aspects of the legislatively mandated taxpayer services program. Education and information programs relate to both business licensing and excise taxes and are directed at all businesses subject to Washington taxes. This includes businesses located within the state, and those located outside the state conducting taxable business activities within Washington.

This position also contributes to the division training and quality assurance program which helps division staff stay current in agency rules, policies, and procedures; and identifies areas where quality work is happening and areas that can be improved to provide efficient, effective, and timely services to our customers.

The Program Manager also develops and implements policies, strategies, and innovations that help meet the agency's goals and strategic business plan objectives as well as the division's performance measures.

Duties

• Serve as a member of the division leadership team.
• Plan and administer programs to inform and educate taxpayers by various means.
• Oversee professional staff responsible for responding to individual taxpayer inquiries via telephone communications and written correspondence.
• Plan and help to administer quality assurance and training programs for division staff.
• Coordinate with other divisions to identify and develop programs that increase the level of voluntary compliance. Initiates educational efforts towards specific industries to obtain higher voluntary compliance.
• Responsible for the agency's industry specific education program and a $3.5 million annual revenue collection commitment.
• Coordinate with other divisions to identify instances of uncertainty regarding the application of tax laws and rules.
• Provide leadership and guidance to a staff of approximately 115 tax professionals and support staff.
• Assume responsibilities of the Assistant Director in their absence. Works with Department employees, legislative staff and the governor's office.
• Participate in the development of the division's goals, objectives, performance measures, and budget; analyze the division's systems and processes to identify and implement improvements.

Qualifications
Please ensure that your application materials address the following competencies and qualifications~
The incumbent must possess a combination of the following knowledge, skills, abilities, and progressive experience that demonstrates readiness to successfully perform the duties and tasks of this position.

Required:

Demonstrated ability to lead and direct large, diverse teams-such as through supervisory roles overseeing professional staff, conducting performance evaluations, or managing multi-unit operations.

Proven experience developing, implementing, and administering complex statewide programs.

Progressive experience interpreting, applying, and recommending changes to policy, law, or administrative rules.

Demonstrated knowledge of operational planning, workflow optimization, and quality assurance practices.

Proven ability to communicate complex licensing, tax, or regulatory information in clear, accessible ways.

Progressive experience engaging stakeholders and building collaborative partnerships with industry groups, local governments, community organizations, or cross-divisional teams.

Demonstrated skill in fiscal oversight and resource management.

Proven ability to use data driven decision making to improve programs or services.

Demonstrated ability to incorporate equity, inclusion, and customer focused service principles into program leadership.

Progressive experience adapting to evolving legislation, technology, and customer needs in a fast-paced office environment.

Equity Competencies:

The ability to take action to learn and grow.

The ability to take action to meet the needs of others

Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities.

To be considered:

• Complete the online application in detail.
• Attach a current resume'.
• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed.
• Include three or more professional references with current contact information.

Supplemental Information
Questions?
My name is Chuck, and I am here to assist you with this amazing opportunity. As a retired veteran and career state employee, I understand how important it is to find meaningful work, in an organization with strong values, a good culture, attractive benefits, and with a great work & life balance. We have all of this at Revenue. Please feel free to reach out to me with any questions that you may have or with any help you may need. My email is , or if you prefer, you may contact me by phone at (360) 704-5737.

To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please black out your social security number and date of birth before attaching.

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a