Address: (Recruiter to key in) Division/Unit Name
Address City ST ZIP

Salary: $115000 annualized

Grade: E3

Closing Date: 1/29/2026 COB

Position Summary:
The Deputy Assistant Director (DAD)Inquiries & Requests oversees and evaluates the operations productivity staff resources budget and strategic goals for the Inquiries & Requests district. The DAD directly supervises manages and provides direction to the administrators of the various units within the district which encompass tax administration licensing and registration Unclaimed Property eServices and lobby and cashier operations across three locations. Reports to the Assistant Director Taxpayer Services and also receives direction from and provides advice and recommendation to the Director Deputy Director and General Counsel.

Supervision:
This position currently has two supervisory direct reports (administrators) who oversee a total team of 50-75 staff members.

This is a hybrid/remote position that works primarily remotely but works on-site about 1 day/week.

The State of Arizona strives for a work culture that affords employees flexibility autonomy and trust. Across our many agencies boards and commissions many State employees participate in the States Remote Work Program and are able to work remotely in their homes in offices and in hoteling spaces. All work including remote work should be performed within Arizona unless an exception is properly authorized in advance.

Leadership
Working in partnership with the Executive Leadership Team develops the strategic direction and implementation plan for the Inquiries & Requests district to align with enterprise objectives and to drive organizational value. Partners with Assistant Director and other Division DADs in creating operational objectives relevant to their Division/ Districts/Offices.

With a focus on leadership mission vision culture strategy best practices and continuous improvement performs the following:

• Leads and directs the planning design scoping functional analysis development implementation and support of the district service offerings including:
  • License & Registration
  • Lobby/Cashier - Phoenix Mesa and Southern Regional Office (Tucson)
  • Taxpayer Information and Assistance
  • eCommerce Compliance and Outreach
  • Unclaimed Property
  • eServices
  • Penalty Review Unit (PRU)
• Ensures that technical quality standards are enforced throughout programs and processes and compliance with all federal state local and other applicable regulatory and/or program requirements to include audit readiness.
• Leads and directs the Districts resource planning and allocation for optimal capacity utilization and performance.
• Works collaboratively with other Divisions and Districts to ensure organizational alignment
• Has budget finance and procurement responsibilities

Talent Management
In collaboration with executive leadership and Talent develops and executes a plan for retaining and developing talent to meet current and future business objectives.

Supervisory
Carries out supervisory responsibilities in accordance with ADORs core values agency policies applicable standard work and applicable laws.

Subject Matter Expertise Performance and Champion/Liaison
Is a subject matter expert for Inquiries & Requests on behalf of ADOR which includes:

• Enabling exceptional service delivery and operational excellence
• Analyzing service delivery data across the teams to identify systemic trends service level gaps and opportunities for proactive taxpayer education
• Collaborating with peers and leaders across the division and agency to resolve cross-functional issues
• Serving as the senior point of escalation for complex high visibility or sensitive taxpayer inquiries and grievances that cannot be resolved at the administrator level
• Attending meetings/conferences and conducting site visits which involves in-state travel

Agency/Department Compliance & Continuous Improvement

• Remains current on all laws regulations policies and best practices related to taxation through regular engagement in activities such as: self-directed research conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
  • Actively contributes to team and individual effectiveness
• Directs leads and manages the development implementation maintenance and evaluation of continuous improvement principles and projects to maximize work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement and engages in continuous improvement efforts as assigned
• Actively contributes to problem solving efforts and activities within the agency and ensures that the District mirrors the agencys overall strategic direction

Education & Experience

• Any combination that meets the knowledge skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as a Bachelors Degree (e.g. B.A) training coursework and work experience relevant to the assignment.
• Minimum of eight (8) years related experience in any one or more of:
  • Customer facing lobby activities
  • Customer service across multiple channels including email live chat a sophisticated phone system
  • Tax and/or business systems analysis
  • Customer Service dealing with public in Federal State and/or Local Government
• Minimum of four (4) years in leadership capacity leading leaders

Licenses & Certifications
Valid US State-issued Driver License

Knowledge/Understanding

• Knowledge of Federal and State laws statutes rules regulations policies and procedures regarding transaction withholding and corporate tax additionally waste tire fees
• Knowledge of Federal and State laws statutes rules regulations policies and procedures regulating confidentiality requirements
• Knowledge of investigative and research techniques
• Knowledge of all required supporting documentation necessary to make licensing determinations

Skills

• Excellent verbal written and listening communication skills
• Excellent interpersonal skills and demeanor
• Strong organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
• Effective project management skills with the ability to lead direct the work of teams without formal supervisory authority
• Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook Word and Excel PowerPoint; and in the use of Google Suite applications such as Gmail Sheets Docs and Drive.

Abilities

• Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
• Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
• Ability to work in a confidential manner ensuring information is shared with internal and external individuals appropriately
• Ability to build motivate engage develop/grow and retain a high performing team
• Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing classifying and synthesizing the data into fundamental issues; from the information identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and identifying the options and solutions for addressing the problems analyzed.
• Ability to travel 10% to 20% of the time within the state of AZ
• Willingness and ability to embody ADORs core values of Do the Right Thing Commit to Excellence and Care About One Another

• Bachelors degree
• One year prior experience as a Deputy Assistant Director

The final candidate will be required to abide by the the following pre-employment checks:
-Employment Verification and Reference Checks
-State and Federal Criminal Background Check including fingerprinting
-Arizona Tax Filing Records Check
-If applicable ASEDRA Authorized Driver Identification CheckIf this position requires driving or the use of a vehicle as an essential function of the job to conduct State business then the following requirements apply:Drivers License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides a world class comprehensive benefits package including:
-Paid time off for holidays sick days annual leave military leave bereavement leave and civic duty leave
-Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
-A robust and affordable insurance plan that includes medical dental vision life insurance short-term and long-term disability options.
-Higher education discounts for State employees and tuition reimbursement up to $5250 per fiscal year available to seek further career advancement or certification in Continuing Professional Education.
-Work-life balance and additional options for life betterment such as the Infant at Work Program State Wellness Program Public Transit Discounts Alternate Work Schedules and Telework opportunities.

By providing the option of a full-time or part-time remote work schedule employees enjoy improved work/life balance report higher job satisfaction and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned or worked and your ending salary. Learn more about ASRS at: Us:

If you have any questions need assistance or would like to request a reasonable accommodation please contact the ADOR Talent Team at
*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.