Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at www.jobs.irs.gov Responsibilities WHAT IS THE HQ-HEADQUARTERS DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Direct File The following are the duties of this position at the full working level. Serves as a subject matter expert and advisor across the Service, including all levels of leadership and staff on improving customer and employee experience products, directly reporting to the CIR complex. Leads implementation and refinement agency-wide initiatives that have significant impact on issues facing Direct File. Examples include participating serving on task forces or study groups as the representative to address Service wide issues or opportunities or performing independent analyses of Service wide or specific programs or operations. The incumbent must be knowledgeable of the IRA legislation as well as the SOP and the Chief, Direct File and CIRs policies and ensure that views are well represented. Leads teams of Direct File and other Service wide managers and employees, or independently studies complex problems facing the Direct File's functions or those of particular concern or interest within the Agency. This may require coordinating input from activities outside the organization or identifying new or modified methods of performing work that requires the incumbent to demonstrate expert analytical or process analysis skills. 25% Develops cross-functional-activities within the Direct File organization and across the organization, to include development of internal infrastructure with interdisciplinary teams to address consistent, clear and intuitive customer interactions to develop a high-quality experience for the CIR complex. The incumbent develops operating plans, Business Plan and Business Review assessments and reports to assist the Chief, Direct File with oversight responsibilities by conducting specific studies and analyses to support operational reviews and to measure achievement of goals and performance expectations, execution of plans, accomplishment of benchmarks, compliance with directives, and effective utilization of resources. Incumbent performs a wide range of technical input and oversight tasks comparable to all or nearly all the following where work is contracted out - Analyzes benefits and costs of accomplishing work in-house versus contracting; recommend whether to contract; Provide technical requirements and descriptions of the work to be accomplished; Plan and establish the work schedules, deadlines, and standards for acceptable work; coordinate and integrate contractor work schedules and processes with work of subordinates or others; Track progress and quality of performance; arrange for subordinates to conduct any required inspections; and Decide on the acceptability, rejection, or correction of work products or services, and similar matters which may affect payment to the contractor. Understands, evaluates, monitors, and measures the development and execution of solutions to improve internal and external customer and employee experiences across critical touchpoints. Develops, implements, and manages customer and employee experience products and best practices, including establishing standards. Considers the implications of emerging technological developments, economic and social trends, in the development of process and quality improvement best practices and methodologies. Ensures that systems/processes are developed with quality to deliver value to customers and achieve the desired organizational results, including increased productivity, effectiveness, and sustainability. 25% SEE ADDITIONAL DUTIES IN REQUIREMENTS AND QUALIFICATIONS Requirements Conditions of Employment DUTIES CONTINUED Conducts planning, development, coordination, and implementation of customer and employee experience products and taxpayer experience products that impact multiple organizations and/or IRS locations. As a technical expert on guidelines and policies, interprets, develops, adapts, and coordinates analytical reviews of new policies, procedures, and program requirements of the Service and their impact on the Direct File's operations and resources, and accordingly advises and negotiates acceptance of conflicting issues with management in the formulation of specific policies. Applies and disseminates newly developed or revised policies and procedures for use across the organization. Provides key input to leadership and team members and ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely. Incumbent meets with the Commissioner, IRS, other high ranking internal and external executives, Labor Relations, as well as the National Treasury Employee Union, to exchange information about work operations and personnel management matters, receive advice, and guidance. Incumbent influences, motivates, or persuades individuals during briefings, meetings, or presentations to accept opinions or take actions related to advancing the fundamental goals and objectives of the program or segments directed, or involving the commitment or distribution of major resources, when intense opposition or resistance is encountered due to significant organizational or philosophical conflict, competing objectives, major resource limitations or reductions, or comparable issues. Conducts and manages periodic audits of quality requirements. Analyzes audit results to ensure appropriate quality standards and operational definitions are in place. Prepares and delivers formal audit reports. Monitors and reports on the outputs from the quality assurance and audit processes. Establish and maintains metrics for making decisions for improved customer experience products; measure, monitor and analyze metrics to ensure IRS is investing time and money on customer experience activities and initiatives with the highest impact to customer segments. 25% STANDARD POSITION DESCRIPTIONS (SPD): PD24333 and PD24333 Visit the IRS SPD Library to access the position descriptions. Obtain and use a Government-issued charge card for business-related travel. A 1-year probationary period is required (unless already completed) Qualifications DUTIES CONTINUED Coordinates, and consults with both internal and external stakeholders. Represents the IRS' interests and coordinates the impact of the projects with employees and managers in all affected areas across the Service and with individuals and organizations outside of the Service. Conducts other confidential or special assignments for Direct File leadership on a variety of issues concerning the Direct File function for delivery to the Department of Treasury or other higher-level offices, or to improve operations. Works with stakeholders across organizations, functions, and levels to build customer understanding and solve problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems. Works with partners across the Service to drive business decisions that will better support the design of products and services and facilitate working together across organizational silos, to create a system of shared values and behaviors, for delivering a great customer experience. Serves as an organizational trainer and coach/mentor on Customer and Employee Experience Products, concepts, strategy, tools and techniques to strengthen IRS' ability to deliver extraordinary internal and external customer service and customer experience. Plans and facilitates workshops, meetings and other interactive sessions to gather feedback and insight from key customers and stakeholders. Document, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and meaningful for design and action through a variety of formats such as insights, stories, videos, experiences and exhibits. Prepares agency directives, IRM issuances, memoranda, policy statements, and other written guidelines and recommendations relating to the project/program. 25% Performs other duties, as assigned. Federal experience is not required. The experience may have been gained in the public sector, private sector or 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/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: SPECIALIZED EXPERIENCE: GS-14 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience for this position includes: Experience with a wide range of analytical and evaluative methods and techniques, both qualitative and quantitative, to design and conduct complex projects or studies of broad scope and strategic importance, to extend and refine existing methods and techniques, and to develop new approaches to the analysis of assigned business operations and processes. Project management principles, tools and techniques to plan and establish operating methods and procedures for accomplishment of project mission. IRS management systems and their interrelationship with assigned projects to provide data for program/project analysis. Lean principles of value; value stream; and Define, Measure, Analyze, Improve and Control to ensure Lean Six Sigma (LSS) is properly applied. Organizational Change Management (OCM) principles, concepts, and methodologies including but not limited to: Organizational Assessments, the ADKAR model for change, and the Project Change Triangle, to ensure OCM is properly applied. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards. Education A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series. 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. Additional Information We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled. The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages. This is a non-bargaining unit position. Tour of Duty: Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m. Alternative work schedule, staggered work hours or telework may be available. In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder - 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. 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 audit may include up to 2 years of returns. If the position(s) are no longer needed prior to the closing date, this announcement may be closed early. This is an open continuous announcement which will be used to fill vacancies in the locations listed as they become available for the next 9 months contingent upon funding and space requirements. Applicants must apply and/or update their applications by 11:59 pm ET at the close of the following cutoff dates to be considered: Cutoff date(s): 07/26/2024, 2nd Cutoff 08/19/2024. This announcement may be amended to include additional cut-off dates within the 9 month period if needed, not later than 10 days prior to the additional cut-off date(s). Eligible applicants in the highest quality group who apply by the initial cut-off date will be considered first. If additional vacancies exist, applicants who applied after the initial cutoff date who place in the highest quality group will be considered next. Selections from this announcement may be made no later than (NLT) 04/18/2025.