Supervisory User Experience and Design

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 the following area(s): TS - Office of Online Services Online Services: User Experience Research Branch Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

General Manger 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. Prepares briefing papers to advise the senior manager, and the Senior Executives, office of Online Services, on the status of program measures that lead the planning, development and implementation of policies that maintain and evolve the IRS.gov website, Digital Tools and Products in keeping with the Agency's digital strategy. Stays current with a broad range of industry practices, policy considerations, and legislative proposals that may impact the program area. Provides technical advice to the organization and to operating division management on digital projects, digital products, and programs. Conducts in-depth analyses of project and product data, requirements, design, and impact; identifies problem areas and determines how to resolve them. Guides the efforts of staff in the development of digital customer experience designs, including quantitative and qualitative (ethnographic) research, feedback analysis, scenario / journey-mapping, creation of personas, wireframes, prototypes, and conducting customer experience testing.

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 REQUIREMENTS:To qualify for this position you must meet the qualification requirements outlined below: 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: Experience that demonstrated management/leadership experience such as applying management techniques, methods, theories, principles, or labor relations concepts for the accomplishment of all program objectives with combined technical and administrative oversight. This experience may have been gained through work experience as a project/program manager, team lead or project/program lead, technical advisor, or senior specialist/analyst that included managing resources, providing support to managers, mentoring team members, providing day to day guidance training and/or oversight of peers or others. 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; Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers. AND Experience applying relevant existing and emerging user experience design processes, practices, and tools to identify customer/user audiences, assess design requirements, determine needs and satisfaction levels, and create user interface designs, prototypes and specifications. Experience applying analytical methods and procedures to research, establish, measure, and build effective relationships with cross-functional teams to deliver digital transformation from a customer/user experience perspective. This includes expertise in service delivery improvement techniques and the design/improvement of digital experiences to achieve organizational goals; conduct studies of process, application, and website use;, and implement or recommend changes to facilitate digital transformation or improve digitally supported operations. Experience with program measures that lead the planning, development and implementation of policies that maintain and evolve digital tools, products and websites in keeping with the organization's digital strategy. AND You must also meet the following requirements MINIMUM AGE REQUIREMENT: Minimum age for federal employment is 18 years old, or at least 16 years old and have: Graduated from high school or been awarded a certificate equivalent to graduating from high school; or Completed a formal vocational training program; or Received a statement from school authorities agreeing with your preference for employment rather than continuing your education For more information on qualifications please refer to OPM's Qualifications Standards. Go to Understanding the IRS Paybands for GS/IR conversion.

Education

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).