Collections Manager

Department-of-Taxation; Richmond (VA); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

12 Paid State holidays

Health benefits

Public Service Loan Forgiveness

Virginia Retirement System

Hybrid work schedule

Job summary

The Virginia Department of Taxation’s Office of Compliance is seeking an experienced, results-driven Collections Manager to lead a high-volume call center and oversee automation initiatives that improve efficiency and accuracy in delinquent account collections.

With two direct-report supervisors, you will provide strategic direction, develop staff, ensure adherence to state laws, and foster an inclusive, hybrid team focused on accountability, customer service, and continuous improvement.

Qualifications

• Extensive knowledge of individual income, withholding, sales, and corporate tax regulations.
• Proven leadership in high-volume environments with 20+ staff.
• Strong conflict management and personnel relations skills.

Responsibilities

• Lead collections operations: Oversee daily activities, monitor performance, and achieve goals.
• Drive strategic improvements: streamline processes and implement automation.
• Navigate complex challenges: apply sound judgment and resolve issues while ensuring compliance.
• Build an inclusive, collaborative culture: lead a multigenerational, hybrid team.
• Promote compliance and customer service: protect sensitive data and follow state laws.
• Strengthen performance and quality: monitor controls, assess productivity, and pursue continuous improvement.

Skills

Tax Expertise

Leadership Experience

Conflict Resolution

Strategic Communication

Technical Proficiency

Tools

Microsoft Office Suite

Job description

Title: Collections Manager

State Role Title:Financial Services Manager I

Hiring Range: $75,000 - $85,000

Pay Band: 5

Agency: Department of Taxation

Location: Main Street Center

Agency Website: https://www.tax.virginia.gov/work-with-us

Recruitment Type: Agency Employee Only - A

Job Duties

Ready to Lead the Future of Tax Collections in Virginia?

The Virginia Department of Taxation’s Office of Compliance is seeking an experienced, results-drivenCollections Managerto lead a dynamic, multigenerational team of approximately 40 professionalsdedicatedto protecting Virginia’s fiscal health. This is an opportunity to make a meaningful impact by strengthening collections operations, advancing process improvements, and fostering a culture ofaccountability, collaboration, and service excellence.

WhatYou’llDo:

This is more than a traditional management role. It is a strategic leadership opportunity that requires sound judgment, innovative thinking, and a commitment to operational excellence.

As Collections Manager, you will oversee ahigh volumecollections call center, advance collections automation initiatives, and coordinate field visits to delinquent businesses. With two direct-report supervisors, you will provide strategic direction, support staff development, and align people, processes, and technology to achieve organizational goals.

Your responsibilities will include:

• Lead collections operations:Oversee daily activities,monitorperformance, and ensure operational goals are achieved efficiently and effectively.
• Drive strategic improvements:Identifyopportunities to streamline processes, strengthen internal controls, and implement automation solutions that enhance collections effectiveness.
• Navigate complex challenges:Apply critical thinking and sound decision-making to resolve operational issues, interpret evolving legislation, and address sensitive personnel matters.
• Build an inclusive, collaborative culture:Lead and develop a multigenerational workforce in a hybrid environment, fostering engagement, accountability, and professional growth.
• Promote compliance and customer service:Ensure taxpayers are treated fairly, sensitive information is protected, and collections activities comply with applicable Virginia laws, regulations, and procedures.
• Strengthen performance and quality:Assess internal controls,monitorproductivity, conduct quality assurancereviews, and implement continuous improvement strategies.

What Makes This Role Unique?

This position offers the opportunity to shape the future of Virginia’s tax collections operations through independent leadership, strategic problem-solving, and continuous innovation.

You will work with a hybrid team committed to achieving measurable results while delivering professional, respectful, and customer-focused service. Your leadership will help individuals and businesses resolve outstanding tax liabilities while ensuring collections activities are conducted consistently, fairly, andin accordance withstate law.

Through data-driven decision-making, performance monitoring, quality assessments, and process improvements, you will help strengthen the effectiveness, efficiency, and integrity of Virginia’s tax administration.

Work-Life Balance

Enjoy a hybrid work schedule that supports collaboration and flexibility

Telework: Mondays and Fridays

In-office: Tuesdays through Thursdays

Location: Main Street Centre, 600 East Main Street, downtown Richmond, Virginia

Compensation: Competitive salary range is between $75,000 - $85,000.

At Virginia Tax…

We are dedicated, resourceful individuals who strive to exceed our customers’ expectations.Not only do we serve the public,we arethe public. We are a part of a community that cares about and celebrates each other, who promote opportunities for growth within a stable environment, and support a healthy work-life balance.

What we do matters. So do you.

• Job stability and quality of life! Enjoy your work/life balance with flexible schedule options.
• 12 Paid State holidayson top of vacation, sick, volunteer, and personal leave!
• Comprehensive and affordablehealth benefits.
• Got student loans? You may be eligible for thePublic Service Loan Forgiveness program.
• Participation in the Virginia Retirement System, VA 457 Deferred Comp, andmore.

Minimum Qualifications

• Tax Expertise: Extensive knowledge of individual income, withholding, sales, and corporate tax regulations, including practical experience applying tax law to complex collection scenarios and delinquent account resolution
• Proven Leadership in High-VolumeEnvironments: Supervisory experience managing collections operations, sales teams, tax debt recovery, and/or call center environments with measurable performance outcomes. Experience leading teams of 20+ employees preferred.
• Expert Conflict Resolution: Strong conflict management skills with extensive experience navigating personnel relations issues, including performance management, disciplinary actions, grievances, and team disputes whilemaintainingmorale and productivity
• Strategic Communication: Strong written and verbal communication skills with the ability to tailor messaging for diverse audiences including senior leadership, staff at all levels, external stakeholders, taxpayers, and business owners. Experience preparing reports, presentations, and policy documentation.
• Technical Proficiency: Advancedproficiencywith Microsoft Office Suite (Word, Excel, PowerPoint) including data analysis, reporting dashboards, and executive presentations. Comfort learning new collections software and automation tools.

Additional Considerations

• Government Sector Experience: Local, state, or federal government experience, particularly in revenue collection, tax administration, or regulatory compliance environments
• Modern Workforce Management: Experience successfully leading and developing remote and/or hybrid teams, including virtual performance management, building team cohesion across locations, andmaintainingproductivity in flexible work arrangements
• Change Leadership: Experience implementing new systems, technologies, or processes in a collections or compliance environment
• Customer Service Excellence: Proventrack recordof delivering high-quality, professional customer service in high-pressure situations. Ability to engage effectively with members of the public, including difficult conversations with delinquent taxpayers, whilemaintainingempathy and professionalism.
• Analytical and Quality Management: Experience conducting quality assurance reviews, analyzing performance metrics,identifyingtrends, and implementing process improvements to enhance accuracy and efficiency
• Legislative and Policy Acumen: Demonstratedability to understand, interpret, and apply tax policy, state and federal laws, collection regulations, and procedural requirements. Experience translating complex legal language into actionable guidance for staff.
• People Development Skills: Demonstratedsuccess providing direct training, mentorship, coaching, and professional development to staff members acrossdifferent experiencelevels and learning styles. Ability to build capability whilemaintainingaccountability.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Consideration for an interview is based solely on the information within the application.

All Virginia Department of Taxation employees must be current with filing their Virginia state tax returns ensuring they were filed in compliance with established laws, rules and regulations.

Virginia Tax participates in E-Verify.

Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based criminal history, tax compliance, and DMV driving record (if applicable) checks.

The selected candidate will be prohibited from performing tax or accounting services for compensation during or outside business hours.

It is the policy of the Commonwealth that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national or ethnic origin; religion; sexual orientation; gender identity or expression; age; veteran status; marital status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. Virginia Tax also prohibits retaliation against individuals who raise concerns regarding discrimination, participate in an investigation or complaint process, or otherwise exercise rights protected by law.

Virginia Tax is committed to providing equal opportunity to disabled individuals and willing to provide reasonable accommodations to enhance opportunities for individuals with disabilities. Reasonable accommodations are available to applicants with disabilities, if requested, during the application and/or interview process. If accommodations are needed, please contact Human Resources at [phone].

In support of the Commonwealth’s commitment to expanding employment opportunities for individuals with disabilities, qualified applicants are encouraged to apply through the Commonwealth’s Alternative Hiring Process (AHP). Applicants seeking consideration through the AHP must obtain an AHP Letter from the Virginia Department for Aging and Rehabilitative Services (DARS) or the Department for the Blind and Vision Impaired (DBVI) and submit the appropriate documentation with their application. Individuals who need an AHP Letter may request one through DARS at https://dars.virginia.gov/employment-services/for-individuals/ahp-letter/. Veterans with disabilities who may qualify for the Alternative Hiring Process are also encouraged to request an AHP Letter and provide the appropriate documentation when applying. You may also call DARS at 804-662-7000, or DBVI at 800-622-2155. If you are Deaf/Hard of Hearing, please use the videophone: 804-325-1316.

Contact Information

Name: Virginia Tax Talent Acquisition Team

Phone: [phone]

Email: [e-mail]