Customer Engagement & Equity Manager (WMS2)

Department of Revenue (DOR) is looking for a trusted leader someone who is dedicated to improving customer engagement and diversity equity and inclusion (DEI) practices and policies to advance the mission of the agency. We are looking for a thoughtful leader who is excited to take on the new role of Customer Engagement & Equity Manager serving as the third pillar of the agencys Equity & Community Partnerships team. This position reports to the Equity & Community Partnerships Manager in the Executive Division. This team of three is dedicated to advancing and overseeing the agencys DEI program on matters related to customer and community engagement to improve equitable service delivery for the agency.

The Department of Revenue is a dynamic learning organization where you will experience a remarkable work-life balance with amazing leadership and talented co-workers ready and focused to achieve the agencys goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color immigrants refugees LGBTQ people with disabilities and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health dental and vision coverage deferred compensation plans and as a public service employee you may also be eligible for

Visit these links to watch ourrecruitment video to find out more about our agency and seewhat our employees say about why Revenue is a great place to work.

KEY HIGHLIGHTS OF THIS POSITION:

• Serve as a strategic thought partner and advisor on DEI initiatives external relations and community partnerships so that the Department of Revenue enhances customer experience for the diverse population we serve.
• Implement customer feedback mechanisms and analyze the results to identify and improve upon internal processes that enhance the overall customer experience.
• Collaborate with leaders in the organization to identify opportunities to embed an equity lens into agency priorities and initiatives through collaboration and innovation.
• Centralize documentation of customer engagement metrics and efforts across divisions to understand and track each divisions DEI efforts so that an equitable approach is used to make data informed decisions
• Develop plans and guidance for the agency on strategies to foster awareness support and culture change in the implementation of DEI principles within customer service delivery.
• Serve as the agencys External/Customer ADA Coordinator. This position will be accountable to know and understand the Americans with Disabilities Act (ADA) and related state and federal accessibility requirements. This position will implement plans mitigations and risk assessments to be in compliance with ADA standards. As a facilitator for external facing ADA needs this position must be competent in soliciting coordinating documenting and resolving responses to accommodation requests and complaints as well as acting as the primary liaison with customers stakeholders and the Office of Equity or other oversight bodies on disability access matters that impact customers to the agency.

DUTIES OF THIS POSITION INCLUDE:

• Leads external engagementwith consumer advocacy organizations constituency groups community leaders statewide business resource groups (BRGs) and state racial and ethnic commission leaders across Washington State to build relationships to obtain and promote innovative customer engagement solutions.
• Partners with the Customer Experience and Communications (CEC) Divisionon projects for assessing service usability and implementing equitable access and outcomes for DOR customers and state residents.
• Partners with agency divisions to establish goals and objectivesin tax policy development training deployment and ongoing assessments of external servicesto improve community engagement and equitable customer service.
• Represents the agency at the statewide leveland partners with entities like the Office of Equity State HR and the Department of Enterprise Services to ensure alignment with enterprise equity strategies related to improving service delivery and ensuring compliance with relevant executive orders
• Implements and tracks DEI policies procedures and activitiesin partnership with leadership identifying and addressing gaps in equitable access to services.
• Evaluates and updates agency policies and practicesto support DEI initiatives and improve customer service to underserved communities.
• Advises agency leadershipon DEI strategies including long-term vision goals and initiatives related to equity-focused customer engagement.
• Collaborates documents communicates with the PEAR / IMPACT Teamto improve customer relations and service experience for diverse communities.
• Assists with demographic data collection and protectionon DORs customer base by working with other agencies commissions businesses and nonprofits.
• Partners with division leaders to improve taxpayer education language services and accessibility to enhance business support for diverse communities.
• Conducts outreach to engage diverse customers and stakeholders.
• Conducts partnership analysis recommends best practices and advises on DEI policy development or revisions.
• Develops performance measures and divisional strategiesfocused on improving customer experience through a DEI lens.

The required qualifications are key competencies that you can successfully demonstrate through any combination of experience or education. To join our team you must possess the following knowledge skills abilities and competencies listed below.

Professional customer engagement experience including:

• Effective in leading programs that focus on diversity equity inclusion and belonging by using data feedback and lived experience to interpret opportunities of improvement.
• Building trusted relationships interacting and influencing across all levels of an organization and with diverse and marginalized communities.
• Experience developing/implementing principles and practices of equity diversity inclusion and cultural responsiveness at an organizational level.
• Creating positive and effective outcomes that improves customer experience.
• Demonstrated experience reporting to senior leaders senior staff and engaging stakeholders and community organizations.
• Emotional Intelligence and Empathy ability to understand and manage ones own emptions as well as recognize and influence the emotions of others.
• Communication and Influence demonstrated ability to facilitate difficult conversations around difficult topics engage partners at all levels to garner support craft compelling narratives that resonate with diverse audiences.
• Commitment to continuous learning experience engaging in ongoing education to stay informed about best practices emerging trends and new research in the field.

Professional customer service experience including:

• Ability to engage with customers. Helping them navigate any kind of business within the agency.
• Ability to communicate official positions concerning agency protocol policy practice and tax policy.
• Interpersonal skills with the ability to engage with the customer and create a sense of belonging for the customer. Building trust with customers.

Preferred Knowledge Skills and Abilities:

• Experience successfully developing and implementing diversity equity and inclusion strategies and initiatives in an organization designed to improve business performance by considering community experiences in agency decision making processes and foster improvements to customer experience and organizational culture.
• Working in or collaborating with the state government.
• Program management experience including leading and managing multiple complex projects at the same time.
• Certified Diversity Executive (CDE) or Certified Diversity Professional (CDP).
• Bilingual/Multilingual that allows engagement with diverse communities. (Spanish Korean Mandarin Chinese preferred).

• Comprehensive community partnership and outreach experience.
• Collect compile analyze and interpret data.

To be considered:

• Complete the online application in detail.
• Attach a current resume.
• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed.
• Include three or more professional references with current contact information.

Questions

My name is Chuck and I am here to assist you with this amazing opportunity. As a retired veteran and career state employee I understand how important it is to find meaningful work in an organization with strong values a good culture attractive benefits and with a great work & life balance. We have all of this at Revenue. Please feel free to reach out to me with any questions that you may have or with any help you may need. My email is or if you prefer you may contact me by phone at.

To take advantage of Veterans preference please attach your DD-214 member 4 long form or your NGB-22. Please black out your social security number and date of birth before attaching.

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful inclusive culture for people with disabilities as well as members of all protected groups and statuses. We encourage you to apply.

Prior to a new hire a background check including criminal history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.