Customer Experience Program Manager Jobs in Anchorage, AK

Summary
WHAT IS THE LARGE BUSINESS AND INTERNATIONAL (LB&I) DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

• Position is to be filled in following area:
  
  • LBI - ADCCI - Compliance Planning & Analytics (CP&A), Data Systems Management (DSM)

REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
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Duties
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General Manager Duties:
As a Senior Manager you will:

• Exercise delegated managerial authority to oversee the overall planning, directing and timely execution of a program, several program segments (each of which is managed through separate subordinate organizational units), or comparable staff functions, including development, assignment, and higher-level clearance of goals and objectives for supervisors or managers of subordinate organizational unit or lower organizational levels.
• Approve multi-year and longer range work plans developed by the supervisors or managers of subordinate organizational units and subsequently manage the overall work to enhance achievement of the goals and objectives.
• Oversee the revision of long range plans, goals and objectives for the work directed.
• Manage the development of policy changes in response to changes in levels of appropriations or other legislated changes.
• Manage organizational changes throughout the organization directed or major change to the structure and content of the program or program segments directed.
• Exercise discretionary authority to approve the allocation and distribution of funds in the organizations budget.

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.
As a Manager, Research and Planning, the incumbent is primarily responsible for planning, organizing, coordinating and directing the research and planning activities in LB&I, through subordinate managers. The incumbent is the focal point for all matters related to the development of studies for profiling taxpayer populations and research strategies that will affect taxpayer compliance behaviors, including development of non-enforcement strategies. Oversees the development of strategic objectives and LB&I examination plan and examination selection criteria. Coordinates the implementation of these strategies and the development of measures to identify their effect on compliance levels and cost to the organization.
The incumbent develops and delivers mission-oriented service and strategies, identifies and resolves emerging issues as applicable; and demonstrates substantive and meaningful involvement with processes to improve customer service focus, and concern for meeting the needs of internal and external customers in a manner that provides them satisfaction.
STANDARD POSITION DESCRIPTIONS (SPD): PD92799
Visit the IRS SPD Library to access the position descriptions.
Requirements
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Conditions of employment

• Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position.
• Supervisory Probationary Period - Subject to a 1-year supervisory or managerial probationary period (unless already completed).
• Government Credit Card - Obtain and use a Government-issued charge card for business-related travel.

ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION
Qualifications
Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume.
You must meet the following requirements by the closing date of this announcement.
QUALIFICATION REQUIREMENTS: To qualify for this position, you must meet the qualification requirements outlined below:
SPECIALIZED EXPERIENCE: To be minimally qualified for this position you must have at least one (1) year of specialized experience equivalent to the next lower level payband or GS grade in the normal line of progression. Specialized experience would include one year of substantive supervisory or program management experience at the GS-13 or GS-14 level or equivalent level manager or comparable management or leadership experiences outside of Federal service. To be qualifying for this position your experience should be sufficient to demonstrate:
Experience conducting operational research and analytical studies involving taxpayer populations, examination activities, compliance initiatives, industry trends, regulatory developments, or legislative changes; compiling findings, identifying emerging issues, and documenting recommendations for examination or compliance programs.
Experience developing, analyzing, or implementing examination workload plans, workload identification methods, examination selection criteria, staffing recommendations, or resource allocation plans based on compliance priorities and program requirements.
Experience planning, coordinating, implementing, and monitoring examination, compliance, research, or analytical projects; establishing project milestones, tracking project status, documenting issues and risks, and coordinating corrective actions required to meet established schedules and project requirements.
Experience evaluating examination programs, compliance activities, workload processes, operational procedures, or research results by analyzing program data, identifying trends or performance gaps, comparing results with established performance goals, and documenting recommended process improvements or corrective actions.
Experience preparing technical reports, analytical products, research summaries, or executive briefings that document study methods, findings, conclusions, and recommendations related to examination planning, compliance activities, workload processes, resource allocation, or program operations.
AND
You must also meet the following requirement(s):

• TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".

For more information on qualifications please refer to OPM's Qualifications Standards.
Go to Understanding the IRS Paybands for GS/IR conversion.
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).
Additional information

• Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty.
• In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.
• Additional jobs may be filled from this announcement or any other source to fill these vacancies.
• Alternative work schedule, staggered work hours may be available.
• Salary: IRS (IR) Pay Band Locality Pay tables may be found under 2026 - IR Salary Tables.
• Cost-of-Living Allowances (COLA): Locations in Alaska, Hawaii, and Puerto Rico include COLA. See COLA Rates 2026.

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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
Benefits
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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.
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