Deputy Director, Property Tax Customer Service

Deputy Director, Property Tax Customer Service

Department of Finance is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service. Treasury and Payment Services is seeking a Deputy Director to oversee the Property Tax Customer Service unit. Reporting to the Director of Property Tax Operations, the selected candidate's duties and responsibilities will include but are not limited to the following:

• Oversee the daily operations of the Property Tax Customer Service Unit to ensure efficient, accurate, and timely delivery.
• Supervise and manage staff members engaged in property tax operations, customer service, payment plan administration, quality assurance, and related support functions.
• Provide leadership, direction, training, coaching, and performance management to assigned staff.
• Direct and coordinate taxpayer support activities related to property tax billing, delinquency inquiries, payment plans, statement of account requests, and enforcement-related programs.
• Oversee administration of property tax payment plan programs, ensuring compliance with departmental policies and procedures.
• Oversee the consolidated Quality Assurance (QA), Statement of Account (SOA), and Property Tax Lockbox functions to ensure operational accuracy, consistency, and accountability.
• Develop, implement, and monitor operational procedures, workflow standards, and internal controls to improve efficiency and customer service outcomes.
• Review operational metrics, workload trends, and service levels to identify process improvement opportunities and recommend operational enhancements.
• Serve as an escalation point for complex taxpayer issues, customer service concerns, and operational matters requiring managerial review.
• Coordinate with executive leadership and internal departments to support departmental initiatives, operational planning, and policy implementation.
• Prepares reports, analyzes operational data, and provides recommendations related to staffing, workflow management, and service delivery improvements.
• Ensures compliance with applicable City policies, departmental procedures, and operational standards.
• Assists with strategic planning and resource allocation to address increasing operational demands and service needs.
• Support the development and maintenance of a centralized management structure for property tax operational functions.
• Perform related duties and special projects as assigned by Director and Assistant Commissioner.
• Act as the primary liaison between Property Tax Operations and Legal and FIT divisions to resolve systemic defects, clarify regulatory interpretations, and expedite the implementation of legislative changes affecting taxpayer accounts.
• Develop and maintain operational plans to manage extreme spikes in taxpayer volume during peak tax cycles, lien sale, or other events, ensuring service level agreements (SLAs) are maintained.
• Develop and maintain a robust internal audit framework to detect anomalies in payment plan applications and taxpayer account adjustments, ensuring the integrity of financial data and mitigating the risk of administrative or system errors.