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 - REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
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. Serves as a senior technical authority responsible for leading and executing complex, Servicewide analytical and evaluative assignments that directly impact taxpayer-facing programs within .
The work involves conducting comprehensive analyses of programs central to taxpayer service delivery, compliance, and account resolution, including identity theft detection and prevention, refund integrity, customer correspondence, customer contact operations, taxpayer education initiatives, and systemic account management processes.
Independently plans and carries out multifaceted studies to assess program effectiveness, identify systemic weaknesses, and recommend improvements that enhances taxpayer experience, protect revenue, and ensures equitable treatment of taxpayers. STANDARD POSITION DESCRIPTIONS (SPD): PD95843 Visit the IRS SPD Library to access the position descriptions.
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).
As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
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This position is with Internal Revenue Service, Department of the Treasury.
The posted pay range is $125776 – $197200/yr.
This position is eligible for telework.
Applications close on 2026-10-05.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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