Program Management III

State of Colorado; Colorado; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

PERA retirement benefits

Medical, dental, and vision insurance

Disability coverage (short-term/long‑‑

Long-term disability

Life and AD&D Insurance

FSAs

PFML and paid family leave

11 paid holidays

Job summary

The Colorado Department of Revenue (CDOR) is hiring a Program Management III to lead the Taxpayer Service Call Center, serving over 200,000 taxpayers annually. The role focuses on setting service standards, coordinating cross‑unit initiatives, and modernizing contact center technology to improve self‑service options.

You will supervise a team of unit supervisors and managers, forecast volume, and manage staffing, budgets, and performance metrics while driving continuous improvement in a

Qualifications

• Ten (10) years of relevant professional experience in program management or equivalent.
• Minimum four (4) years in program management or customer contact operations.
• At least two (2) years of supervisory/leadership experience over subordinate supervisors.

Responsibilities

• Lead the call center operations, set plans, standards, and targets.
• Develop operational guidance and coordinate across units.
• Modernize contact center technology and channels for self-service.
• Forecast volume, plan staffing, and manage budgets and performance metrics.
• Supervise unit supervisors and managers, directing performance plans and actions.
• Resolve escalations and coordinate IT/system changes when needed.

Skills

Interpersonal skills

Leadership

Public administration knowledge

Change management

Analytical thinking

Education

Bachelor's degree in Business Administration / Public Administration / Finance / Communications

Tools

Cloud-based telephony systems

Workforce management software

Real-time operational analytics

Automated call routing tools

Job description

The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect. We celebrate diversity and support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work. For more exciting information about the Department of Revenue, please enjoy this brief video!

As part of the State of Colorado, DOR offers a competitive benefits package to permanent employees:

• PERA retirement benefits including PERA Defined Benefit Plan, PERA Defined Contribution Plan, plus 401K and 457 plans

• Medical, Dental, and Vision insurance coverage

• Automatic Short-Term and Optional Long-Term Disability Coverage

• Life and AD&D Insurance

• Flexible Spending Accounts (FSAs)

• Family Medical Leave Act (FMLA) job protection and State of Colorado Paid Family Medical Leave (PFML)

• 11 Paid Holidays Annually and Accrued Annual and Sick Leave

• Variety of discounts on services and products available through the State of Colorado's Work-Life Employment Discount Program

The Colorado Department of Revenue's Taxation Division promotes voluntary compliance with Colorado tax laws through education, assistance and customer service. We're hiring a Program Management III to lead the Tax Payer Service Call Center, which serves more than 200,000 customers each year.

What We Do

The Taxpayer Service Center Call Center is a primary point of contact for individuals and businesses with questions about Colorado taxes, including individual income tax, sales and use tax, wage withholding, and marijuana excise tax. Our representatives help taxpayers understand filing and payment requirements, use online services, and resolve issues with their tax accounts.

What You'll Do as a Program Management III

• You lead the call center operations:

  • Set operating plans, service standards, and performance targets. Manage staffing and budget resources, and adjust workflows and resources as service demands change.

• Put tax law and policy changes into practice:

  • Develop operational guidance for call center teams, coordinate implementation across units, and lead initiatives such as year-end systems testing.

• Modernize contact center technology:

  • Lead the selection and rollout of tools that route inquiries across service channels, help representatives find answers, and expand tax payer self service.

• Plan Staffing and improve service:

  • Forecast contact volume, develop seasonal staffing plans, and approve shift structures. Use data on wait times, handling times, and customer satisfaction to identify service bottlenecks and advise division leadership on staffing and budget needs.

• Supervise and develop leaders:

  • Directly supervise unit supervisors and managers, establish coaching and development expectations, and exercise second-level authority on performance plans, hiring recommendations, corrective and disciplinary actions, and formal grievances.

• Resolve complex escalations:

  • Make operational decisions on sensitive taxpayer matters, including legislative referrals, constituent complaints, high-dollar refund approvals, and system overrides. Work with IT leadership to address recurring processing problems and prioritize system changes.

Residency Requirement

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Class Code & Classification Description

H1A4XX Program Management III

Minimum Qualifications

Experience Only

Ten (10) years of relevant professional experience in an occupation related the work assigned to this position. The ten (10) years must include:

• At least four (4) years of progressively responsible professional experience in program management, customer contact operations, or complex administrative management.
• At least two (2) of those four (4) years must include direct supervisory or managerial authority over subordinate supervisors or operational unit leads.

Or

Education and Experience

A combination of related education in Business Administration, Public Administration, Finance, Communications, or a closely related field and relevant professional experience in an occupation related to the work assigned to this position, totaling ten (10) years. The experience portion must include:

• At least four (4) years of progressively responsible professional experience in program management, customer contact operations, or complex administrative management.
• At least two (2) of those four (4) years must include direct supervisory or managerial authority over subordinate supervisors or operational unit leads.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed.

NOTE: If submitting a transcript, certification or other relevant materials, candidates may redact information that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution.

Required Competencies

• Strong interpersonal skills and the ability to build productive working relationships.
• Ability to address and resolve conflicts professionally.
• Ability to remain composed and effective during peak operational periods.
• Sound judgement, integrity, and commitment to preserving public trust.

Preferred Qualifications

The ideal candidate will possess the following skills:

• Tax Administration: Experience applying Colorado tax laws, such as individual income tax, sales and use tax, withholding tax, or severance tax, and incorporating statutory requirements into customer facing operations.
• Contact center technology: Experience leading the implementation and use of cloud-based telephony systems, workforce management software, real-time operational analytics, and automated call routing tools.
• Workforce and service-level management: Experience scheduling staff in a high-volume contact center, adjusting staffing to meet service demands during peak filing periods, developing staff, and implementing strategies to reduce turnover.
• Organizational leadership: Experience scheduling staff in a high-volume contact center, adjusting staffing to meet service demands during peak filing period, developing staff, and implementing strategies to reduce turnover.
• Organizational Leadership: Experience managing teams with multiple levels of supervision, conducting performance evaluations, documenting corrective actions, and handling informal and formal grievances.

Conditions of Employment with the CDOR

Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence.

As a condition of employment with the CDOR, all personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations, therefore all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy. Final candidates must also complete a successful background investigation and reference check prior to appointment. Certain positions based on duties may require scheduled background investigations.

Pursuant to the Universal Driving Standards Policy, any worker who will be expected to drive a State-owned vehicle is responsible for maintaining a safe driving record and a valid driver license prior to driving any State-owned vehicle.

To be compliant with the new fleet vehicle policy, Motor Vehicle Records (MVRs) will be pulled for review for workers who:

• Have an assigned State fleet vehicle
• Are required to operate a vehicle as part of the position
• Utilize a State fleet vehicle as a pool vehicle

Applicants must be legally eligible to work in the United States to be appointed to this position. DOR uses E-Verify to confirm the eligibility of all newly hired employees.

DOR does not provide sponsorship for employment-based visas.

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience/job duties sections of the online job application, to determine whether you meet the minimum qualifications for the position for which you are applying. Only complete applications submitted before the closing date of this announcement will be reviewed.

• Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use "see resume" or "see attached" statements on your application.
• Cover letters and resumes will not be accepted in lieu of the official State of Colorado online application. Part-time work experience will be prorated.
• List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list each job held as a separate period of employment.
• Information must be accurate, including dates of employment. If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.
• The eligible list established from this posting may be used to fill additional vacancies.

Email Address

All correspondence regarding your status in the selection/examination process will be conducted via email. Please set up your e-mail to accept messages from "state.co.us" and "[e-mail]" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email. If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

APPEAL RIGHTS

As an applicant who has been removed from consideration during the selection or comparative analysis process, you may file an appeal with the State Personnel Board and/or request a review by the State Personnel Director. A standard appeal form is available on the State Personnel Board website, https://spb.colorado.gov/forms-and-filing. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within ten (10) days of your receipt of this notice: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: [phone]. Phone: [phone]. Email address: [e-mail]. The ten-day deadline and these appeal procedures also apply to all charges of discrimination. Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at spb.colorado.gov.

Equity, Diversity, and Inclusion Compliance

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities. The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Colorado Department of Revenue is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA inbox, [e-mail].

We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We strongly encourage candidates from all backgrounds and abilities to apply.

If not applying online, submit application to

If you are not able to submit an online application, a paper application is available at this link: PDF State Paper Application (Download PDF reader). Paper applications must be received via email to [e-mail] by the closing date and time of the application period listed on this announcement.

Methods of Appointment

Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.

Step Pay Program

Per the requirements of the Step Pay Program, any former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range based on completed years in their current class series.