Duties

Summary

*Please see "Other Information" for Business Unit Summary and Locations.*

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Responsibilities

WHAT DOES A SENIOR MANAGER USER EXPERIENCE AND DESIGN DO? As a Senior Manager, generally a manager of managers and accountable to a Senior Executive Service position, you will be responsible for the overall effective operation of a program. You will use your leadership skills and management techniques in the administration, planning, organizing, directing, controlling, and evaluation of activities to support accomplishments in the operation. In this role, you will also be responsible for preparation of annual work plans, semiannual and quarterly work schedules, accession schedules for staffing, production output projections, and other plans and controls for maintaining an efficient program. As a Senior Manager you will direct one of many agency wide efforts to deliver or further support the agency's mission and priorities and will often times be involved in initiatives with extensive and substantial impact on the Nation's taxpayers. As a Senior Manager, User Experience and Design, you will be accountable to a Senior Executive Service position responsible for the overall effective operation of the User Experience and Design Operation. In this role, you will lead a team to coordinate, plan, execute, and iterate customer experience and user interface research and design activities with the objective of designing best-in-government customer experiences across IRS' online presence and applications. Efforts may be broadly or narrowly focused and will typically involve synthesizing multiple streams of qualitative and quantitative data, insights, best practices, and inspiration in human-interface design. The incumbent will direct staff overseeing a large portfolio including several major projects that cross branch and/or division lines of responsibility to move research and design concepts from early ideation to realization in online products that maximize the customer experience while delivering the organization's Strategic Plan and IRS' brand.

As a Senior Manager you will:

• Exercise delegated managerial authority to oversee the overall planning, directing, and timely execution of a program, several program segments (each of which is managed through separate subordinate organizational units), or comparable staff functions, including development, assignment, and higher-level clearance of goals and objectives for supervisors or managers of subordinate organizational unit or lower organizational levels.
• Approve multi-year and longer-range work plans developed by the supervisors or managers of subordinate organizational units and subsequently manage the overall work to enhance achievement of the goals and objectives.
• Oversee the revision of long range plans, goals and objectives for the work directed.
• Manage the development of policy changes in response to changes in levels of appropriations or other legislated changes.
• Manage organizational changes throughout the organization directed, or major change to the structure and content of the program or program segments directed.
• Exercise discretionary authority to approve the allocation and distribution of funds in the organizations budget.
• Lead and manage a team of highly independent professionals in the development of digital customer experience designs, including quantitative and qualitative (ethnographic) research, feedback analysis, scenario / journey-mapping, create personas, wireframes, prototypes, and conduct customer experience testing.
• Oversee professional staff as they formulate and influence policy changes improve the effectiveness and consistency of tax administration programs as these programs undergo digital transformation initiatives, to ensure IRS' digital experiences are effective and valuable from a customer experience perspective.
• Set vision and leads meetings to brainstorm objectives, goals, and methods to elicit customer interface and behavioral expectations. Champions, or guides employees as they champion the incorporation of customer expectations into the design of products, services, and operations that may result in a change in principles, plans, or long-standing tax administration doctrine to accommodate differences with digital interactions.
• Guide professional staff in their creation and maintenance of iterate design frameworks and processes that effectively promulgate user interface and online customer feedback policies for IRS digital services.
• Set goals to ensure that customers are satisfied and evaluate business practices to meet goals.
• Collaborate with OLS divisions to create a unified user experience.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov .

Travel Required

Occasional travel - Travel may be required 1 to 5 nights per month.

Supervisory status
Yes

Promotion Potential
01

Requirements

Conditions of Employment

• Refer to Other Information
• Click "Print Preview" to review the entire announcement before applying.
• Must be a U.S. Citizen or National
• IRS Employees with Career or Career Conditional Appointments

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Qualifications

You must meet the following requirements by the closing date of this announcement.

BASIC REQUIREMENTS (SENIOR MANAGER): You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service. Specialized experience for this position is 1 year of substantive supervisory, leadership or program management experience equivalent to the GS-13 or GS-14 level. To be qualifying for this position your experience should be sufficient to demonstrate:

• Experience with management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight;
• Experience applying regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled;
• Experience applying basic budget management principles and practices (i.e. ability to maintain and manage financial resources); and
• Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers.
• Knowledge of management techniques, methods, theories, principles, and labor relations concepts, sufficient to assure optimum utilization of personnel, equipment, and space, and to accomplish program objectives through combined technical and administrative oversight;
• Ability to plan, direct, and evaluate work of subordinate managers, employees, and/or others;
• Comprehensive knowledge and understanding of appropriate operations, policies, applicable laws, regulations, rules, practices and procedures specific to and/or directly related to the position being filled.
• Knowledge of administrative, employment, budget and fiscal methods used in establishing and maintaining an organization

-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-time work 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.

Education

This job does not have an education qualification requirement.

Additional information

WHAT IS THE OFFICE OF ONLINE SERVICES (OLS) DIVISION? The IRS Office of Online Services was established in 2011, and is dedicated to providing and improving online (web and mobile) self-service tools to taxpayers. OLS creates high value for both the IRS and the taxpayer by continuously improving the irs.gov website and giving taxpayers "self-service" capabilities to obtain needed information and fulfill their tax obligations. The office combines online expertise, data analysis and business knowledge to conceptualize online tools and develop product roadmaps. OLS is responsible for developing handy applications such as IRS2GO (a smartphone application that lets taxpayers interact with the IRS using a mobile device) and Get Transcript (an irs.gov application that allows taxpayers to view a copy of their transcript online). Other applications include tools and calculators that help taxpayers understand and meet their tax obligations.

One (1) vacancy total is to be filled in the Office of OnLine Services. This position will be located in either of the following locations: 5000 Ellin Rd, Lanham-Seabrook, MD (MD0278), 1111 Constitution Ave NW, Washington, DC (DC0022).

POSITION DESCRIPTION: 99409 (IR-01);
A PM/C SharePoint site is available for IRS Employees at : https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx

CONDITIONS OF EMPLOYMENT:

• We may select from this announcement or any other source to fill one or more vacancies.
• This is a non-bargaining unit position.
• Alternative work schedule, staggered work hours or telework may be available.
• Must meet IRS telework eligibility requirements.
• Tour of Duty: Monday- Friday, 8:00 a.m. - 4:30 p.m.
• May be required to file a confidential financial disclosure report within 30 days of selection and annually from then on.
  

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How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.

Rating: Your application will be evaluated on the leadership and technical competencies of the position to be filled per the Service's Management Selection Program (MSP) 2.0 which covers Frontline, Department and Senior Manager positions. Technical competencies for this position are: Customer Service, General Supervision and Risk Analysis.

IRS employees must complete the Leadership Succession Review (LSR) Assessment. Step by step instructions, on the on-line self assessment and managerial assessment, are available at http://hco.web.irs.gov/apps/CAC/LSR2/mgr_check.asp . The results from this assessment are used in ranking applicants on the leadership competencies. You will need the results from this assessment to complete your CareerConnector on-line application. Your rating may be lowered, if your responses to the online questions are not supported.

Referral: You will be assigned to one of three quality groups. Each group represents a quality level (i.e., Superior/Best Qualified, Highly Qualified, Qualified). Candidates will be considered in quality group order. If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will not reimburse costs related to the interview such as travel to and from the interview site.

If you are a displaced or surplus Treasury employee eligible for the Career Transition Assistance Plan (CTAP) , you must receive a score ofHIGHLY QUALIFIED or better to be rated as well qualified to receive special selection priority.

To preview questions please click here .

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

A complete application includes 1. A resume, 2. Vacancy question 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 will not be considered for this position (or may not receive the special consideration for which you may 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). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view Resume Tips

Career Transition Assistance Plan (CTAP) DOCUMENTATION: If you are a displaced or surplus Treasury employee, click CTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area.

IRS Reassignment Preference Program (RPP):
You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.

PERFORMANCE APPRAISAL/AWARDS: Submit a copy of your most recent completed performance appraisal. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.

EMPLOYMENT DOCUMENTATION: For non-IRS employees submit a copy of your SF-50, Notification of Personnel Action, which shows your current (or most recent) grade and competitive service status. (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2".)

EDUCATION DOCUMENTATION: If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time. Non-IRS employees may substitute an SF-50 showing you held the series. An official transcript will be required if you are selected.

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 . If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.