Director Taxpayer Digital Services

Director, Taxpayer Digital Services

As the Director, Taxpayer Digital Services you will serve as the principal advisor to the IRS management team on matters pertaining to digital (online) products and service delivery regarding an integrated, omni-channel customer ecosystem. The Director oversees continued maintenance and evolution of IRS.gov, and the portfolio and products of specific digital services and applications, including developing electronic account management, payment and digital communication tools.

The Director Taxpayer Digital Services performs the following duties and responsibilities:

• Design, develop, and implement the strategic vision, framework, operationalization and digital product roadmap to continuously improve and transform the delivery of digital services. Collaborate with senior Treasury, IRS executives and external stakeholders to align people, processes, and technology initiatives to define and achieve this strategic vision, framework and roadmap. Review and manage a broad set of activities to enhance the digital delivery and integration of services and information related to federal tax matters. Set the strategic direction and development of digital self-service components to maximize the taxpayer experience based on data, user research and design standards.
• Review and manage the operation of web technologies and solutions to provide taxpayers with actionable information that is accurate, timely, comprehensive and easy to navigate. Ensure strategic content across IRS while partnering with internal stakeholders from various IRS business units and communications organizations to deliver consistent, cross-channel content and develop a comprehensive digital services marketing and outreach strategy. Brief relevant levels of IRS and treasury management and stakeholders on IRS digital service processes and deployments.
• Prepare input to testimony and participate in Congressional hearings, audits and investigations related to IRS digital service delivery.
• Apply quantitative and qualitative research and analytics to identify and quantify taxpayer needs and identify opportunities to improve taxpayer and employee experience through modification of existing tools and services or creation of new ones. Develop strategies for incorporating modern technologies that provide internal and external stakeholders with an integrated online self-service environment. Provide leadership and expertise in evaluating emerging technologies through prototyping in the IRS digital environment with a goal of offering a modern suite of self-service options that align to the strategic objectives of the IRS and Treasury.
• Provide executive directions to the product lifecycle management of digital services. Lead efforts to gather, manage, and prioritize digital service requirements based on business objectives and taxpayer research. Create and manage the taxpayer online products and digital services portfolio. Innovate, plan, develop, and manage comprehensive cross-cutting strategies requiring multi-business unit collaboration. Evaluate specific issues and their impact on IRS internal and third-party provided services to provide solutions.
• Represent IRS interests in audits, investigations and the National Taxpayer Advocates Most Serious Problems related to digital services. Partner with leaders across IRS business units and in oversight bodies (e.g., Treasury Inspector for Tax Administration, Government Accountability Office) throughout the audit lifecycle. Direct analysis of audit responses, provide substantive direction and insights to those audit responses, and lead strategic recommendations for post-corrective actions.
• Lead a business technologist team comprised of over 100 public servants and contractors to deliver digital services, processes and tools that support the IRS and Treasury strategic objective to deliver integrated self-service tools to taxpayers.