Director Taxpayer Digital Services

About the role

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.

What you will do

• We strongly encourage applicants to read the entire announcement before submitting their applications.
• As the Director, Taxpayer Digital Services you will serve as the principal advisor to the IRS management team on matters pertaining to digital (online) products and service delivery regarding an integrated, omni-channel customer ecosystem.
• The Director oversees continued maintenance and evolution of IRS.gov, and the portfolio and products of specific digital services and applications, including developing electronic account management, payment and digital communication tools.
• The Director Taxpayer Digital Services performs the following duties and responsibilities: Design, develop, and implement the strategic vision, framework, operationalization and digital product roadmap to continuously improve and transform the delivery of digital services.
• Collaborate with senior Treasury, IRS executives and external stakeholders to align people, processes, and technology initiatives to define and achieve this strategic vision, framework 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 data, user research and design standards.
• 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 digital services marketing and outreach strategy.
• Brief relevant levels of IRS and treasury management and stakeholders on IRS digital service processes and deployments.
• Prepare input to testimony and participate in Congressional hearings, audits and investigations related to IRS digital 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 online self-service environment.
• Provide leadership and expertise in evaluating emerging technologies through prototyping in the IRS digital environment with a goal of offering a modern suite of self-service options that align to the strategic objectives of the IRS and Treasury.
• Provide executive directions to the product lifecycle management of digital services.
• Lead efforts to gather, manage, and prioritize digital service requirements based on business objectives and taxpayer research.
• Create and manage the taxpayer 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 in audits, investigations and the National Taxpayer Advocates Most Serious Problems related to digital services.
• Partner with leaders across IRS business units and in oversight bodies (e.g., Treasury Inspector 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.
• Lead a business technologist team comprised of over 100 public servants and contractors to deliver digital services, processes and tools that support the IRS and Treasury strategic objective to deliver integrated self-service tools to taxpayers.

Requirements

• 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 (***); 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.

Education

There is no education requirement for this position.

How you will be evaluated

Your resume will be reviewed to ensure you meet the basic qualification requirements. If you meet the basic qualification requirements, your application will be referred to and evaluated by an executive panel. Highly Qualified applicants may undergo one or more interviews and/or be asked to provide a list of references or additional documents to confirm eligibility.

The Executive Resources Board (ERB) will review results of the evaluation and make a written recommendation on the final selection(s) to the appointing authority.

Unless you have already been certified by the OPM Qualifications Review Board (QRB) in the past or received certification by an OPM approved Senior Executive Service Candidate Development Program, your qualifications must be certified by an OPM QRB before appointment may occur.

If the selected candidate does not have Qualifications Review Board (QRB) certification by the Office of Personnel Management (OPM), the individual will be required to undergo an ECQ based structured interview with OPM to determine that you meet the leadership competencies required to serve as a member of the SES.

Certification by the Office of Personnel Management's Qualifications Review Board is required to be appointed to this position.

Documents you must provide

• ***********************ALL DOCUMENTS MUST BE UPLOADED IN PDF FORMAT************************* A complete application includes 1.
• Vacancy Questionnaire Responses and 3.
• Submission of any required documents.
• Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
• RESUME: The new SES hiring process requires applicants to submit a two (2)-page resume which includes information regarding your professional experience and accomplishments that demonstrate you meet the ECQs and required MTQs.
• If you submit more than two pages, the remainder of the pages will not be reviewed nor considered.
• Requirements (Failure to provide the following information, may result in not being considered): Limited to two (2) pages.
• Recommend a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point, page margins of 0.5 inches.
• Applicants that attempt to circumvent the 2-page limit page limit, for example by materially reducing readability, will be deemed ineligible.
• Includes your name and contact information.
• Include relevant work experience - Employer Name, Job Title, Employment dates (start to end date or present), number of hours worked per week, and a brief description of duties that clearly demonstrate your qualifications.
• To receive full credit for work experience, you must include specific MM/DD/YYYY start and end dates for every position.
• Pay plan, series, and grade (e.g., GS-0301-09) for all federal service jobs.
• Your resume MUST contain specific information that can be used to make a qualification determination, including employment beginning and ending dates for each position, whether employment is Full-time or Part-time, or average number of hours worked per week, and position titles.
• If the position is/was in the Federal government, you will need to provide the position series and grade level.
• The resume should show relevant experience and education, as well as support the required specialized experience.
• Don't Include on Resume: Photographs, classified or sensitive information, SSN, encrypted/digitally signed documents, or other inappropriate content.
• Resumes containing prohibited information will be deemed ineligible.
• Embedded links as they will not be opened or considered when determining qualifications.
• Personal information such as age, sex, religion, race, or disability.
• Specialized experience copied from the announcement or position description, as this is not a demonstration of your experience.
• NOTE: If you update and resubmit your application, only the most recent resume received will be considered to determine qualifications.
• VACANCY QUESTION/ASSESSMENT QUESTIONNAIRE RESPONSES: Responses are automatically submitted through USA Jobs when you apply to this vacancy.
• ADDITIONAL REQUIRED DOCUMENTS: Applicants are required to submit the following supporting documentation if applicable: CURRENT OR FORMER SES MEMBERS: Must provide your SES appointment SF-50 (Notification of Personnel Action), and a SF-50 showing current career SES status or career SES reinstatement eligibility.
• SES CANDIDATE DEVELOPMENT PROGRAM (SESCDP) GRADUATES: Verification of successful completion of an OPM approved SESCDP and OPM SES QRB certification.
• CURRENT FEDERAL CIVIL SERVICE EMPLOYEE: Must provide a copy of a SF-50 reflecting you are a current Federal Civil Service employee.
• You may be asked to provide additional documentation to support your eligibility and the information provided in your application package.
• For example, we may request transcripts, SF-50s, SES Candidate Development Program certificate, etc. Therefore, we encourage you to have these documents prepared and ready when requested by the agency.
• If you fail to provide the required documents within the stated time period, we may withdraw a job offer and/or remove you from further consideration.
• Applicants who fail to submit ALL required documents WILL NOT receive consideration for this position.
• Application will result in an "Incomplete/Ineligible" rating.
• REMINDER: Before uploading your required PDF documents, please ensure the resume DOES NOT EXCEED the noted page limits.
• You must submit all documentation by 11:59 pm EST on the closing date of this announcement to be eligible.
• All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing.
• (Cover letters are optional) We suggest you preview the online questions, as you may need to customize your resume to ensure it supports your responses to the questions and TQs.

What to expect next

Once your application package and online questionnaire are received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you.

You may check the status of your application for this position at any time by logging onto the USAJOBS "My Account" tab and clicking on "Application Status." For a more detailed update of your application status, you may click on "more information." Please notify us if your contact information changes after the closing date of the announcement.

If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position. The IRS is committed to affording reasonable accommodation in accordance with law and regulation.

Some examples of reasonable accommodation include providing sign-language interpreters for persons who are Deaf or adaptive technology like screen-reader software for individuals who are blind or low vision.

If you're a person with a disability and will require a reasonable accommodation, it is imperative you inform the IRS immediately of the need for accommodation to afford as much time as possible to make necessary arrangements.

Requesting a reasonable accommodation will not affect this job offer, however, failure to inform the IRS of such a need may impact your ability to effectively participate in new-employee orientation and/or to begin performing your job duties. To request a reasonable accommodation, contact the Human Resource Specialist listed at the bottom of job offer letter immediately.

In addition, please review Reasonable Accommodations, complete Form 13661 Reasonable Accommodation Request, and return it to the Reasonable Accommodation's email box at *** or send it by fax to ***. Our comprehensive benefits are very generous. Our benefits package includes: Competitive salaries, bonuses and incentive awards.

11 paid holidays, 13 days of sick leave, and 26 days of vacation leave each year. Access to insurance programs that may be continued after you retire. A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods.

We pay a substantial amount (up to 75%) of health insurance premiums. A retirement program which includes employer-matching contributions. Learn more about Federal benefits programs at : Pay and Benefits.

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 *** 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).