Program Manager, Taxpayer Services (WMS3)

About the role

The Department of Revenue (DOR) is currently seeking a Program Manager for the Taxpayer Services division (TPS) in Tumwater, WA. This is a rare and exciting opportunity for a dynamic leader to serve in an amazing organization, doing meaningful work with a dedicated and professional team of licensing and tax administration experts.

Responsibilities

• Serve as a member of the division leadership team.
• Plan and administer programs to inform and educate taxpayers by various means.
• Oversee professional staff responsible for responding to individual taxpayer inquiries via telephone communications and written correspondence.
• Plan and help to administer quality assurance and training programs for division staff.
• Cook up with other divisions to identify and develop programs that increase the level of voluntary compliance.
• Initiates educational efforts towards specific industries to obtain higher voluntary compliance.
• Responsible for the agency’s industry specific education program and a $3.5 million annual revenue collection commitment.
• Cook up with other divisions to identify instances of uncertainty regarding the application of tax laws and rules.
• Provide leadership and guidance to a staff of approximately 115 tax professionals and support staff.
• Assume responsibilities of the Assistant Director in their absence.
• Work with Department employees, legislative staff and the governor’s office.
• Participate in the development of the division’s goals, objectives, performance measures, and budget; analyze the division’s systems and processes to identify and implement improvements.

Qualifications

• Demonstrated ability to lead and direct large, diverse teams—such as through supervisory roles overseeing professional staff, conducting performance evaluations, or managing multi-unit operations.
• Proven experience developing, implementing, and administering complex statewide programs.
• Progressive experience interpreting, applying, and recommending changes to policy, law, or administrative rules.
• Demonstrated knowledge of operational planning, workflow optimization, and quality assurance practices.
• Proven ability to communicate complex licensing, tax, or regulatory information in clear, accessible ways.
• Progressive experience engaging stakeholders and building collaborative partnerships with industry groups, local governments, community organizations, or cross-divisional teams.
• Demonstrated skill in fiscal oversight and resource management.
• Proven ability to use data driven decision making to improve programs or services.
• Demonstrated ability to incorporate equity, inclusion, and customer focused service principles into program leadership.
• Progressive experience adapting to evolving legislation, technology, and customer needs in a fast-paced office environment.

Benefits

The Department of Revenue offers a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.