Supervisory Tax Analyst

Summary

WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS - CARE-Customer Assistance, Relationship and Education - SPEC - Field Support & Analysis (FS&A) REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

General Manager Duties: As a Front Line Manager you will: Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work. Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action. Give advice, counsel or instruction to employees on work and administrative matters. Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions. Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate. Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases. Identify developmental and training needs of employees, providing or arranging for needed development and training. Initiate ways to improve production, work processes and/or to increase the quality of the work directed. The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Serves as a first-level supervisor providing technical and administrative leadership to a team of analysts supporting programs within Return Integrity & Compliance Services (RICS), Customer Account Services (CAS), Customer Assistance, Relationship and Education (CARE), and Operations Support. The supervisor plans, assigns, and evaluates work involving complex analyses of taxpayer service operations, including refund integrity programs, account resolution processes, customer contact strategies, and taxpayer education initiatives. Ensures that assignments are aligned with organizational priorities, including improving taxpayer experience, reducing inventory backlogs, enhancing compliance, and protecting revenue. The supervisor establishes performance expectations, monitors progress against key program metrics (e.g., level of service, case resolution timeframes, accuracy rates) and ensures timely completion of analytical projects and program reviews. Provides expert technical guidance on taxpayer service policies, procedures, and systems, and reviews work products to ensure accuracy, consistency, and alignment with IRS strategic objectives and regulatory requirements. The supervisor exercises personnel management responsibilities, including workforce planning, recruitment, performance management, employee development, and addressing conduct or performance issues. Fosters a collaborative and high-performing work environment, promotes continuous improvement, and develops staff expertise in taxpayer service operations and analytical methodologies. In addition, the supervisor serves as a liaison between senior leadership and staff, communicating program priorities, policy changes, and operational challenges affecting taxpayer services. Represents the organization in cross-functional meetings and initiatives involving other IRS functions, advocating for program needs and resolving issues that impact service delivery. The supervisor ensures that team outputs support program goals, improve taxpayer outcomes, and comply with applicable laws, policies, and internal controls, while identifying opportunities for innovation and process improvement within Taxpayer Services operations. STANDARD POSITION DESCRIPTIONS (SPD): PD95843 Visit the IRS SPD Library to access the position descriptions.

Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement. QUALIFICATION REQUIRMENTS: To qualify for this position, you must meet the qualification requirements outlined below: IR-04 SPECIALIZED EXPERIENCE: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service that demonstrates the required managerial skills and technical competence required to perform the job. To be qualifying for this position your experience must include: Applying tax administration policies, procedures, regulations, operations, and compliance strategies to direct nationwide taxpayer-facing programs; interpret legislative, regulatory, tax law, and procedural changes; establish program priorities and internal controls; and develop or recommend policies, procedures, corrective actions, and operational improvements. Leading and evaluating analytical, quality, and operational reviews; applying risk assessment, internal control, statistical or quality measurement, trend analysis, and performance data to identify systemic issues, assess program effectiveness, prioritize resources, and recommend corrective actions or process improvements. Directing or overseeing the development, maintenance, and delivery of nationwide tax law training, certification, outreach, and program products, and the administration or enhancement of business systems and digital tools used to support business unit operations; coordinating product and system requirements, changes, data integrity, reporting, and stakeholder needs to improve program delivery. Applying resource-management, acquisition, and program-management principles to oversee budgets, contracts, contractor performance, technology, systems, products, and other program resources; evaluating cost, performance, quality, and operational risks; and reviewing or approving reports, decisions, policies, procedures, contracts, or other documents that materially affect program operations. Leading implementation of new or revised policies, systems, products, workflows, and business processes; applying change management, project management, and process-improvement techniques; establishing performance expectations and measures; and coordinating cross-functional teams, contractors, partners, field operations, and other stakeholders to achieve nationwide program objectives. Providing technical and administrative leadership to analysts responsible for nationwide quality, product, systems, and field-support programs; planning and assigning work, setting priorities, evaluating performance and program results, developing staff, addressing workload and resource needs, and ensuring timely completion of high-impact analytical and operational activities. Communicating findings, risks, policy interpretations, and recommendations through comprehensive reports, executive briefings, IRM or procedural guidance, decision documents and presentations; advising senior leadership and external stakeholders; and using negotiation and consensus-building skills to resolve sensitive or conflicting issues with IRS business units, field operations, partners, contractors, and external stakeholders. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must h