Clarification from the agency

U. S. Citizens, no prior Federal experience required

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We strongly encourage applicants to read the entire announcement before submitting their applications.

The Director, Online Services serves as the principal advisor to the IRS management team on matters pertaining to online product and service delivery regarding an integrated, omni-channel customer experience ecosystem. The Director oversees continued maintenance and evolution of IRS.gov, and the portfolio and products of all online services, including developing electronic account management, payment, and digital communication tools.

As the Director Online Services your duties and responsibilities include:

• Design, develop, and implement the strategic vision and product roadmap to transform the delivery of digital services. Collaborate with senior Treasury and IRS executives to align people, processes, and technology initiatives to define and achieve this strategic vision 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 user research and design.
• 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 online services marketing and outreach strategy. Brief all levels of IRS and Treasury management and external stakeholders on IRS digital service developments. Prepare input to testimony and participate in Congressional hearings related to IRS online 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 environment. Provide leadership in evaluating emerging technologies through prototyping in the IRS digital environment offering a modern suite of self-service options.
• Provide executive direction to the product lifecycle of digital services. Lead efforts to gather, manage, and prioritize digital service requirements based on business objectives and taxpayer research. Create and manage the 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 for audits and the National Taxpayer Advocate's Most Serious Problems related to digital services, partners with leaders across IRS business units and in oversight bodies (e.g., Treasury Inspector General 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.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

Conditions of employment

If selected for this position, you will be required to:

• Be a U.S. citizen to qualify for this position.
• Be geographically mobile to accomplish the Service's mission.
• Complete a one-year probationary period (unless already completed).
• Certify you have registered with the Selective Service System, if you are a male applicant born after December 31, 1959, or certify you are exempt from having to do so.
• Complete a Declaration for Federal Employment to determine your suitability for Federal employment.
• Provide information to successfully complete a background investigation. Applicants must have a successfully adjudicated FBI criminal history record check (fingerprint check) and a NACI or equivalent.
• Go through a Personal Identity Verification (PIV) process that requires two forms of identification as listed on Form I-9 (http://www.uscis.gov/files/form/I-9_IFR_02-02-09.pdf); of which one must be a valid state or federal government-issued picture identification. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. Employees must maintain PIV credential eligibility during their service with the Department of the Treasury.
• Complete a pre-employment federal income tax verification process.
• Complete verification of identity and employment eligibility as required by Federal law for all persons hired to work in the United States. The IRS participates in e-Verify (Employment Verification) and may provide information from your Form I-9 to the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) to secure a work authorization. You will receive written instructions and contact information for SSA and DHS if this information cannot be confirmed.
• File a Confidential Financial Disclosure Report (sf278) within 30 days of appointment and annually.
• The Fair Chance to Compete for Jobs Act prohibits the Department of Treasury and its bureaus from requesting an applicant's criminal history record before that individual receives a conditional offer of employment. In accordance with 5 U.S. Code § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Fair Chance to Compete Act. Applicants who believe they have been subjected to a violation of the Fair Chance to Compete for Jobs Act, may submit a written complaint to the Department of Treasury by email at, FairChanceAct@treasury.gov.
  To learn more, please visit our page at: Treasury.gov/fairchanceact.

Qualifications

You must upload your responses to the Executive Core Qualifications (ECQs).

As a basic requirement for entry into the SES, applicants must provide evidence of progressively responsible leadership and supervisory experience indicative of senior executive level management capability and directly related to the skills and abilities outlined under ECQs and Technical Qualifications (TQs) listed below. Typically, experience of this nature will have been gained at or above the GS-15 grade level in the federal service or its equivalent leadership level within state or local government, private sector or non-government organization. As such, your resume should demonstrate you have the knowledge, skills, and abilities to successfully fulfill responsibilities inherent in most SES positions such as:

• Directing the work of an organizational unit
• Ensuring the success of one or more specific major programs or projects;
• Monitoring progress toward strategic organizational goals, evaluating organizational performance and taking action to improve performance; and
• Supervising the work of other managers and exercising important policy-making, policy determining, or other executive functions.

Failure to meet the basic qualification requirements and address all mandatory ECQs and TQs will result in your application being disqualified.

Current career SES members, former career SES members with reinstatement eligibility, and SES Candidate Development Program graduates who have been certified by OPM do NOT need to address the ECQs, however, are required to address the TQs in the resume.

Executive Core Qualifications (ECQs): The ECQs were designed to assess executive experience and potential not technical expertise. They measure whether an individual has the broad executive skills needed to succeed in a variety of SES positions. All applicants must submit a written narrative to address the ECQs. Your narrative must address each ECQ separately and should contain at least two examples per ECQ describing your experiences and accomplishments/results. The narrative should be clear, concise, and emphasize your level of responsibilities, scope and complexity of programs managed, program accomplishments, policy initiatives undertaken and the results of your actions. Applicants should not enter "Refer to Resume" to explain your answer. The ECQ narrative must not exceed 10 pages.

1. Leading Change: This core qualification involves the ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment. (Competencies: creativity and innovation, external awareness, flexibility, resilience, strategic thinking, vision)
2. Leading People: This core qualification involves the ability to lead people toward meeting the organizations vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. (Competencies: conflict management, leveraging diversity, developing others, team building)
3. Results Driven: This core qualification involves the ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high quality results by applying technical knowledge, analyzing problems, and calculating risks. (Competencies: accountability, customer service, decisiveness, entrepreneurship, problem solving, technical credibility)
4. Business Acumen: This core qualification involves the ability to manage human, financial, and information resources strategically. (Competencies: financial management, human capital management, technology management)
5. Building Coalitions: This core qualification involves the ability to build coalitions internally and with other Federal agencies, State and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals. (Competencies: partnering, political savvy, influencing/negotiating)

Fundamental Competencies: These competencies are the foundation for success in each of the Executive Core Qualifications: Interpersonal Skills, Oral Communication, Continual Learning, Written Communication, Integrity/Honesty, Public Service Motivation. The Fundamental Competencies are crosscutting; and should be addressed over the course of each ECQ narrative.

Additional information about the SES and ECQs can be found on the Office of Personnel Management (OPM) SES Website. You are strongly encouraged to review OPMs Guide to SES qualifications for specific examples and guidance on writing effective ECQ narrative statements.

Applicants should follow the Challenge, Context, Action and Result (CCAR) model outlined in the OPM Guide to SES qualifications.

• Challenge - Describe a specific problem or goal.
• Context - Describe the individuals and groups you worked with, and/or the environment in which you worked, to address a particular challenge (e.g., clients, co-workers, members of Congress, shrinking budget, low morale).
• Action - Discuss the specific actions you took to address a challenge.
• Result - Give specific examples of measures/outcomes that had some impact on the organization. These accomplishments demonstrate the quality and effectiveness of your leadership skills.

Mandatory Technical Qualifications (TQs):

In addition to specialized experience, applicants must possess the following technical qualifications that represent the knowledge, skills, and abilities essential to perform the duties and responsibilities of the position. Please provide examples within your resume and explain the complexity of the knowledge possessed and the sensitivity of the issue(s) you handled. Your résumé must show you possess the following TQs:

1. Product Management: Ability to plan, evaluate, and market digital products and services in all stages of the development and delivery lifecycle including customer usability and behavior assessment, channel optimization, and business case feasibility.
2. Digital Expertise: In-depth knowledge of digital products, services, and trends to include knowledge of leading practices for organizational alignment of web services organizations, new trends in customer expectations for online services and products and integrating innovation and emerging technologies for an enhanced user experience.

To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Applicants will be evaluated on the quality and extent of their leadership skills, technical experience and accomplishments, as described in their Executive Core Qualifications (ECQs) and Technical Qualifications (TQs).

Applicants will be rated and ranked by a senior executive panel and those determined best qualified may be referred to participate in a selection interview. Highly qualified candidates may undergo an interview and a reference check. The IRS Executive Resources Board will review results and make recommendations on final selections to the appointing authority.

Unless you have been certified by the Office of Personnel Management (OPM) Qualifications Review Board (QRB), your ECQs must be certified by the OPM QRB before you are appointed to this position.