Program Manager (Department Manager, Centralized Case Intake)

Internal Revenue Service; St. Louis (MO); On-site; USD 75,000 - 150,000; Full time

Job summary

Internal Revenue Service, Taxpayer Advocate Service, seeks a Department Manager to define goals, develop plans, and oversee subordinate managers to achieve TAS objectives. Responsibilities include guiding staff, coordinating with IRS divisions, evaluating programs, and driving efficiency improvements.

The role involves regular interaction with senior leadership, adherence to TAS policies, and ensuring taxpayer service quality within the TAS framework.

Qualifications

• A college or university degree generally must be from an accredited college or university recognized by the U.S. Department of Education.
• FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements.
• We recommend choosing an evaluator from NACES or AICE for credential evaluation.
• As a current employee, you know the great benefits we offer. Contact the Employee Resource Center for questions about benefits.

Responsibilities

• Define business goals, develop work plans and set priorities to be accomplished by subordinates.
• Direct and oversee work plans through subordinate managers and supervisors.
• Evaluate program implementation and effectiveness and manage performance.
• Coach and mentor subordinate managers and employees on an ongoing basis.
• Initiate ways to improve efficiency and reduce bottlenecks; promote team building and better practices.

Job description

• Schedule: Tour of Duty: Monday-Friday, 40 hours per week. Day shift - Start and stop times between 6:00 AM and 6:00 PM.

WHAT IS TAXPAYER ADVOCATE SERVICE? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TAS - Deputy National Taxpayer Advocate REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Key Responsibilities

General Manager Duties: As a Department Manager you will: Define business goals, develop work plans and set short and long term priorities to be accomplished by subordinates. Direct, coordinate and oversee work plans through subordinate managers and supervisors. Assign work based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate program implementation and effectiveness.

Provide guidance, advice, counsel or instruction to subordinates in resolving administrative and on technical problems. Manage relationships with functional executives of IRS operating divisions within the area serviced, officials of other agencies, and in advising management officials of higher rank.

Develop performance standards and evaluate work performance of subordinate supervisors and managers; Serve as the reviewing official on evaluations and performance recognition or disciplinary actions of non-supervisory employees rated by subordinate supervisors. Manage and resolve group grievances, employee complaints and/or other issues elevated to the second level.

Make decisions and/or approve expenses on routine and/or non-routine, costly or controversial requests and/or personnel related actions (e.g., selection, training, promotions). Serve as a coach and/or mentor to subordinate managers and/or employees on an ongoing basis, tailoring the emphasis based on the particular needs and background.

Initiate ways to improve efficiency of the department and increase the quality of the work directed; Find and implement ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building or improve business practices. The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

Regularly meets with CCI and TAS leadership, IRS senior leadership, and other government officials to discuss TAS policies and procedures, to promote voluntary compliance, reduce taxpayer burden, and to secure information concerning current tax issues and proposed changes in the tax code.

Oversees the application of the TAS Delegated Authorities (as outlined in TAS-13-2-1) by being responsible for the Intake Advocate's (IA) treatment and communication with taxpayers; and responsible for the IA's appropriate handling of taxpayer inquiries, either via phones, in-person or paper, within the department.

Works with the Director and oversees the subordinate managers to develop and implement overall objectives, strategies, actions and critical success factors for TAS policies within their directorate. Develops and implements necessary plans and schedules for the accomplishment of organizational objectives. STANDARD POSITION DESCRIPTIONS (SPD): PD21094 Visit the IRS SPD Library to access the position descriptions.

Requirements & Education

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. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements.

You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).

As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.

Which agency is hiring for this position?

This position is with Internal Revenue Service, Department of the Treasury.

What is the salary for this position?

The posted pay range is $74678 – $150426/yr.

What is the application deadline?

Applications close on 2026-10-02.

What is the work schedule?

This is a Tour of Duty: Monday-Friday, 40 hours per week. Day shift - Start and stop times between 6:00 AM and 6:00 PM. position.

Who is eligible to apply?

This position is open under the 'Fed Transition' hiring path.