Total 8 Senior Executive level Customer Service job vacancies in Oakland, California

WHAT IS THE TS - TAXPAYER SERVICES DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas: Taxpayer Services, Customer Account Services, Specialty Programs Branch, Technical Support Section.

The following are the duties of this position at the full working level:

• Performs assignments that are agency-wide in scope and have significant impact on issues facing the operating unit. Conducts business impact assessments of field and headquarters operations, serves on task forces or study groups, and performs independent analyses of area or nationwide program operations.
• Comprehensively plans, analyzes, determines cost/benefit relationships, and coordinates a variety of functions, operations, teams, or interfacing administrative systems.
• Independently studies complex problems facing operating unit functions or those of particular concern within specialized areas of the organization. This may require coordinating input from activities outside the division and identifying new methods of performing work.
• Participates with cross-functional representatives on nationwide activities within the operating unit, including workplans, business plans, etc. Conducts studies and analyses to support operational reviews, measure achievement of goals, execution of plans, compliance with directives, and utilization of resources.
• Analyzes assigned program area(s) to discern trends in program delivery. Consolidates report data to measure effectiveness in meeting baselines or the degree to which program plans and achievements support strategic agency initiatives.

WHAT IS THE TAXPAYER SERVICES DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Taxpayer Services Return Integrity and Compliance Services

The following are the duties of this position at the full working level:

• Plans, organizes, and carries through to completion broad, long-term analytical studies and projects requiring analysis of effectiveness, efficiency, and productivity of substantive, mission-oriented programs.
• Analyzes program functions and/or areas to discern trends in program delivery. Analyzes overview report data to measure effectiveness in meeting baseline or the degree to which program plans and achievements support strategic initiatives. Serves as the process analysis expert for a program or function.
• Develops various techniques and methods to assess costs and benefits of alternative programs and to evaluate the effectiveness of current programs.
• Develops program plans, designs and issues directives and instructions, and develops recommendations to improve the effectiveness of the program segment.
• Reviews and evaluates the effectiveness of operating procedures, work flow, inter-functional coordination, and organization operation through personal observation, conferences, and of status reports and data. Prepares resulting documents from these reviews, reporting on progress towards achievement of program initiatives. Evaluates the implementation of new procedures affecting the program operations and maintains adequate controls to ensure compliance with procedures and deadlines.

WHAT IS THE TAXPAYER SERVICESDIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas: Taxpayer Services Customer Assistance, Relationship and Education, Media and Publications Planning & Analysis


The following are the duties of this position at the full working level.

• Performs assignments that are agency-wide in scope and have significant impact on issues facing the operating unit. Conducts business impact assessments of field and headquarters operations, serves on task forces or study groups, and performs independent analyses of area or nationwide program operations.
• Comprehensively plans, analyzes, determines cost/benefit relationships, and coordinates a variety of functions, operations, teams, or interfacing administrative systems.
• Independently studies complex problems facing operating unit functions or those of particular concern within specialized areas of the organization. This may require coordinating input from activities outside the division and identifying new methods of performing work.
• Participates with cross-functional representatives on nationwide activities within the operating unit, including workplans, business plans, etc. Conducts studies and analyses to support operational reviews, measure achievement of goals, execution of plans, compliance with directives, and utilization of resources.
• Analyzes assigned program area(s) to discern trends in program delivery. Consolidates report data to measure effectiveness in meeting baselines or the degree to which program plans and achievements support strategic agency initiatives.

• Support services include use of the Corps of Engineers Financial Management System II (CEFMS II) for preparation of travel orders, temporary vouchers, training and purchase requests,
• Screens/receives telephone calls and visitors to the Executive Office.
• Assists with overseeing the Executive Office correspondence quality control program (per AR 25-50, Preparing and Managing Correspondence).
• Serves as the Government Purchase Card (GPC) and Training Card holder for EO and Small Offices.

WHAT IS THE TAXPAYER SERVICES DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Taxpayer Services Customer Assistance, Relationship and Education - Distribution, Technology & Program Support, Distribution Program Support,

The following are the duties of this position at the full working level.

• Meets with managers and executives to define the overall goals and objectives of the organization.
• Establishes directives, memoranda, policy statements and other written guidelines and recommendations relating to the organization. Selected communication media may be subject to the immediate manager's approval prior to release.
• Provides advice and feedback to management on critical, sensitive, and confidential matters.
• Serves as management's representative in meetings involving sensitive or confidential issues. Exercises authority to make commitments involving the administrative management of the organization. Briefs and advises the chief on issues involved and commitments made.
• Possesses full authority and serves as proxy for approving personnel, administrative, budget, and contractual actions and commitments on behalf of the incumbent's manager.

WHAT IS THE Taxpayer Services DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Taxpayer Services

The following are the duties of this position at the full working level.

• Performs assignments that are agency-wide in scope and have significant impact on issues facing the operating unit. Conducts business impact assessments of field and headquarters operations, serves on task forces or study groups, and performs independent analyses of area or nationwide program operations.
• Comprehensively plans, analyzes, determines cost/benefit relationships, and coordinates a variety of functions, operations, teams, or interfacing administrative systems.
• Independently studies complex problems facing operating unit functions or those of particular concern within specialized areas of the organization. This may require coordinating input from activities outside the division and identifying new methods of performing work.

Position Overview 

We are looking for a Senior Service Designer with a focus on Journey Management, reporting to the Senior Service Design Manager within the Digital Experience & Customer Empowerment (DXC) organization. Our team ensures delivery of a seamless experience across the full customer life cycle. You will do both building the journey management practice and project work. In your practice building work, you will lead workstreams designed to mature the practice. You will refine and implement our journey governance, metrics, collaboration, and decision frameworks. Your projects will enable you to lead by example. You will map quantitative and qualitative data to journeys (customer/ employee/ partner) and use the resulting insights to make improvement recommendations.

We are implementing Journey Management as a modern way of collaboration to deliver experiences for our customers, partners, and employees, and you will help scale that practice. Throughout your work, you will lead rapid change by running experiments, gathering feedback, and iterating collaboratively. In this visible role, you’ll interact with senior leadership, internal and external teams.

The position is for a hybrid workplace model in San Francisco/ Bay Area, Atlanta, Montreal, Toronto.

Responsibilities

Practice:

• Document existing collaboration processes, conduct improvement workshops

• Collaborate with diverse team members to keep information on the platform up-to-date

• Develop/ update training materials, conduct training, coach

• Improve on established processes and taxonomies

• Develop workflow documents driving adoption and governance

• Guide planning and coordination cadences

• Manage practice improvements

Project Work:

• Document and manage Journey Maps and Blueprints

• Map persona-based journeys by identifying important touchpoints and moments that matter, how those touchpoints are connected, and how people experience the Autodesk

• Map insights and metrics to journeys to aid data-driven decision-making

• Coordinate with roadmaps (product, GTM)

• Conduct regular collaboration sessions

Minimum Qualifications

• 5+ years in Service Design, Digital Product Management, CX Management, Business Process Analyst, or related in an enterprise setting

• 3+ year of experience managing Customer Journey Maps and Service Blueprint portfolios

• Experience translating data into actionable insights & solutions

• Experience driving change with large project teams

• Experience with Journey Management Platforms (TheyDo, Smaply, similar)

• Systems thinking and change management experience

• Strong working knowledge in the young-and-quickly-growing practice of Journey Management for Experience Design

• A customer/partner-first mindset

• Experience building new practices

• A background/ strong interest in project/ program management

• Working knowledge in enterprise design processes/ user centered design/ design thinking

• A sense of pragmatism with a desire to make change happen

• Experience working in enterprise settings

• Preference for degree or certification in related field

**When applying, you must include your resume and portfolio with password**

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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