Program Manager (Department Manager)

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 - Non Service Center - Electronic Products and Services Support (EPSS) - E-Help Desk Operations East REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

General Manager Duties: As a Department Manager you will: Define business goals, develop work plans and set short and long term priorities to be accomplished by subordinates. Direct, coordinate and oversee work plans through subordinate managers and supervisors. Assign work based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate program implementation and effectiveness. Provide guidance, advice, counsel or instruction to subordinates in resolving administrative and on technical problems. Manage relationships with functional executives of IRS operating divisions within the area serviced, officials of other agencies, and in advising management officials of higher rank. Develop performance standards and evaluate work performance of subordinate supervisors and managers; Serve as the reviewing official on evaluations and performance recognition or disciplinary actions of non-supervisory employees rated by subordinate supervisors. Manage and resolve group grievances, employee complaints and/or other issues elevated to the second level. Make decisions and/or approve expenses on routine and/or non-routine, costly or controversial requests and/or personnel related actions (e.g., selection, training, promotions). Serve as a coach and/or mentor to subordinate managers and/or employees on an ongoing basis, tailoring the emphasis based on the particular needs and background. Initiate ways to improve efficiency of the department and increase the quality of the work directed; Find and implement ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building or improve business practices. 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. Provides program direction and oversight for TS operations within the assigned organization, ensuring adherence to IRS policies, procedures, and program requirements. Develops, implements, and monitors program objectives, strategies, and performance measures to support mission accomplishment and improve service delivery. Analyzes program performance across multiple work units, reviews data and operational trends, and identifies issues affecting productivity, quality, and timeliness. Prepares reports, briefings, and recommendations for senior leadership on program status and performance, and recommends appropriate actions to address identified concerns. Exercises independent judgment in evaluating program issues and determining appropriate courses of action within established guidelines. Develops and issues program guidance, memoranda, and instructions to ensure consistent application of policies and procedures. Oversees program activities related to taxpayer interactions and case processing, ensuring work is completed accurately and in accordance with established standards. Identifies operational problems, determines contributing factors, and implements corrective actions to improve efficiency and effectiveness. Coordinates with internal stakeholders and other TS functions to address program issues, share information, and support the achievement of organizational goals. Supports or leads training, outreach, and internal education efforts to improve employee understanding of program requirements. Recommends improvements to processes, procedures, and systems to enhance program performance within the organization. STANDARD POSITION DESCRIPTIONS (SPD): PD99280 Visit the IRS SPD Library to access the position descriptions.

Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position. Supervisory Probationary Period - Subject to a 1-year supervisory or managerial probationary period (unless already completed). Government Credit Card - Obtain and use a Government-issued charge card for business-related travel. Tax Audit - The employment of any candidate, 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 audit may include up to 2 years of returns. ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION