Senior Manager, Training

The Customer Experience Trainer position is designed to educate Department of Revenue (ADOR) employees to perform the duties to support the Customer Experience needs of the Agency.

This position facilitates Customer Experience Education Training including curriculum design and content development in collaboration with internal and external stakeholders to ensure agency needs are met; facilitates training for the ADOR Customer Experience professionals (call center lobby chat); and delivers education to other internal and external stakeholders on various topics as needed.

This position may be available for remote work within Arizona

Essential Duties and Responsibilities include but are not limited to:

Training

• Plans organizes implements and evaluates the Customer Experience Education Training and staff across the State of Arizona by carrying out the following duties:
  
• Content Development & Maintenance
  
• Updates modifies and develops new programs as needed
  
• Maintains current and up to-date training content manuals and materials
  
• Assists in the design of curriculum and training courses
  
• Recommends purchase of and directs utilization of audio visual and other training devices
  
• May confer with agency management to ascertain training needs and goals
  
• May confer with other professional training personnel to coordinate development of specialized programs
  
• Delivers training via online and in-person/classroom training using synchronous and asynchronous training methods.
  
• Conducts training effectiveness assessments to ensure course objectives are met through attendee post-training feedback pre- and post-training quizzes and surveys completed by hiring managers.
• Maintains a calendar of training events

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.
  
• Prepares training reports and creates a trainee scorecard.
  
• Actively contributes to team and individual effectiveness through the following: -
  
• Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
  
• Completes all required training in a timely manner.
  
• Participates in assigned work teams as appropriate.
  
• May complete periodic metrics projects huddle boards and reports as requested
  
• Prepares for and actively participates in 1:1 coaching with supervisor
  
• Maximizes 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

Miscellaneous

• May collaborate with key internal leadership in order to facilitate the education of local government staff and taxpayers on statutes administrative codes and ADOR policies/procedures related to Arizona property tax
  
• May attend meetings with external stakeholders on behalf of the Department as needed
  
• Other duties as assigned
  
  

Knowledge/Understanding

• Knowledge of education theory and practice
  
• Knowledge of general Customer Experience methodologies
  
• Knowledge of public relations and public speaking strategies and techniques
  
• Knowledge of adult learning strategies theories and techniques
  
• Knowledge of state tax statutes constitution and administrative rules
  
• Knowledge of approaches to value

Skills

• Strong verbal written and listening communication skills
  
• Strong organization and time management skills with the ability to coordinate multiple activities simultaneously and work in high-pressure situations
  
• Strong public speaking and presentation skills
  
• Strong interpersonal skills and demeanor
  
• Effective project coordination skills
  
• Proficient in the use of a PC tools

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 both independently and collaboratively as part of a team
  
• Ability to motivate engage develop/grow a high performing team
  
• Ability to work in a confidential manner ensuring information is shared with internal and external individuals in an appropriate manner
  
• Ability to build strong working relationships and partnerships with internal and external customers and stakeholders
  
• Ability to understand and solve problems
  
• Ability to develop and present appropriate educational curriculum and materials for an array of audiences
  
• Ability to travel up to 40% of the time within the state of AZ with some overnight travel
• Willingness and ability to embody ADORs core values of Do the Right Thing Commit to Excellence and Care About One Another

Additional Job Demands

• In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects.
  
  

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 Bachelors Degree (e.g. B.A.) training coursework and work experience relevant to the assignment.
Minimum of two (2) years relevant experience e.g. training content design and development public speaking/training delivery project coordination and/or public relations
Minimum of two (2) years of Customer Care experience

Licenses & Certifications
Current valid state-issued drivers license appropriate to the assignment.

Bachelors Degree in Education or related field not required but preferred
Experience training Customer Experience staff
Use and understanding of AI tools

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 Check

The State of Arizona provides a world class comprehensive benefits package including:

• Affordable medical dental life and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-weekly
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

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

State employees are required to participate in the Arizona State Retirement System (ASRS).

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.