Director Joint Operations Center

Summary

The Internal Revenue Service (IRS) is a bureau of the Department of the Treasury. The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

Duties

We strongly encourage applicants to read the entire announcement before submitting their applications. As the Director, Joint Operations Center you will be responsible for improving customer service and program performance, creating a work environment that encourages creative thinking and maintaining focus, intensity and persistence to support the delivery of national objectives and performance measures for all customer telephone, correspondence, and electronic media inquiries. The Director Joint Operations Center performs the following duties and responsibilities: Provides executive leadership and direction through subordinate top level managers to provide customer support to the enterprise contact center environment by gathering business requirements, identifying the best solution to satisfy the requirements, and executing/coordinating the actions necessary to deliver the requirements. This includes business applications which provide support to front-line employees, e.g. Servicewide Electronic Research Program (SERP), Integrated Case Processing (ICP), and to taxpayers, e.g., TeleTax, TRIS, network prompter, as well as business applications/system components used to manage within the telephone environment, e.g., automated call distributors (ACD), intelligent contact manager (ICM), routing trees. Exercises executive authority through subordinate managerial staff to anticipate future business applications based on the Service's mid-term and long-term direction, e.g., TAVS, multi-year strategic plans, as well as industry direction relating to a multi-channel contact center operating environment. This includes identifying opportunities for prototypes and enhancing business functionality to current business applications to meet future needs. Provides executive direction, oversight, and approval through subordinate organizational units for forecasting work, formulating enterprise work plans and work schedules, developing staffing requirements, performing in-depth analyses and supporting business data/reporting requirements. Establishes strategic direction and goals for balancing and/or reducing customer demand, improving productivity, enhancing quality, expanding services and accessibility, and integrating channels of service. Through subordinate top level managers provides executive leadership for monitoring the enterprise call center environment both in terms of the customer experience and resource utilization in real-time and near real-time. Coordinates program activities with other top level IRS executives to prepare service-wide policies, address cross-functional issues, develop strategies, and ensure consistency of approach. The incumbent provides executive leadership for the JOC Council, a forum where all JOC stakeholders provide customer feedback, share ideas, offer guidance, and resolve both cross operating division/functional and customer service issues. Establishes performance targets and recommends performance goals for the Taxpayer Services CAS and Small Business Self-Employed Examination and Collections organizations along with other stakeholder organizations. Manages all human, physical, information technology and financial resources assigned to the JOC organization and allocates these resources in accordance with overall strategies to further the accomplishment of specific goals. Oversees the planning, direction and execution of programs, sets policies on budget, training, personnel, labor relations, legal, strategic, automation, and shared services support issues within the JOC organization. Determines appropriate information/automation solutions for JOC and ensures their implementation. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

Requirements

U.S. Citizenship is required. Be geographically mobile to accomplish the Service's mission. Complete a one-year SES probationary period, if not previously completed. Certify you have registered with the Selective Service System if you are a male applicant born after December 31, 1959, or certify you are exempt from having to do so. Complete a OF-306, Declaration for Federal Employment, to determine your suitability for Federal employment, at the time requested by the agency. Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer. Provide information to successfully complete a background investigation. Applicants must have a successfully adjudicated FBI criminal history record check (fingerprint check) and a NACI or equivalent. Go through a Personal Identity Verification (PIV) process that requires two forms of identification as listed on Form I-9 (http://www.uscis.gov/files/form/I-9_IFR_02-02-09.pdf); of which one must be a valid state or federal government-issued picture identification. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. Complete verification of identity and employment eligibility as required by Federal law for all persons hired to work in the United States. The IRS participates in e-Verify (Employment Verification) and may provide information from your Form I-9 to the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) to secure a work authorization. You will receive written instructions and contact information for SSA and DHS if this information cannot be confirmed. File a Confidential Financial Disclosure Report (sf278) within 30 days of appointment and annually. Disclose Political Appointments. Veterans' preference is not applicable to the Senior Executive Service. Meet all qualification requirements by the closing date of this announcement.

Qualifications and evaluation

Your resume will be reviewed to ensure you meet the basic qualification requirements. If you meet the basic qualification requirements, your application will be referred to and evaluated by an executive panel. Highly Qualified applicants may undergo one or more interviews and/or be asked to provide a list of references or additional documents to confirm eligibility. The Executive Resources Board (ERB) will review results of the evaluation and make a written recommendation on the final selection(s) to the appointing authority. Unless you have already been certified by the OPM Qualifications Review Board (QRB) in the past or received certification by an OPM approved Senior Executive Service Candidate Development Program, your qualifications must be certified by an OPM QRB before appointment may occur. If the selected candidate does not have Qualifications Review Board (QRB) certification by the Office of Personnel Management (OPM), the individual will be required to undergo an ECQ based structured interview with OPM to determine that you meet the leadership competencies required to serve as a member of the SES. Certification by the Office of Personnel Management's Qualifications Review Board is required to be appointed to this position.

Education

There is no education requirement for this position.

How to apply

Applicants are strongly encouraged to read the entire announcement before submitting their application. The following instructions outline our application process. You must complete this application process and submit all required documents by 11:59 p.m. Eastern Time (ET) on 09/02/2026. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 09/02/2026. To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13040741 To begin, click Apply to access the online application. You will need to be logged into your USA Jobs account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application. Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process. After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process. You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete. It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan. Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center. To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account. There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed. To verify the status of your application both during and after the announcement open period, log into your USAJOBS account. All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: USAJOBS Help Center - How to see your application and job status

Required documents

***********************ALL DOCUMENTS MUST BE UPLOADED IN PDF FORMAT************************* A complete application includes 1. A resume 2. Vacancy Questionnaire Responses and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible). 1. RESUME: The new SES hiring process requires applicants to submit a two (2)-page resume which includes information regarding your professional experience and accomplishments that demonstrate you meet the ECQs and required MTQs. If you submit more than two pages, the remainder of the pages will not be reviewed nor considered. Note: Applications must be presented in a font size and font style that is legible, preferably Times New Roman font, no less than 11-point size with no less than half an inch margin all around. Reviewers of your application must be able to read your resume or your application will be disqualified. Your resume MUST contain specific information that can be used to make a qualification determination, including employment beginning and ending dates for each position, whether employment is Full-time or Part-time, or average number of hours worked per week, and position titles. If the position is/was in the Federal government, you will need to provide the position series and grade level. The resume should show relevant experience and education, as well as support the required specialized experience. 2. VACANCY QUESTION/ASSESSMENT QUESTIONNAIRE RESPONSES: Responses are automatically submitted through USA Jobs when you apply to this vacancy. 3. ADDITIONAL REQUIRED DOCUMENTS: Applicants are required to submit the following supporting documentation if applicable: CURRENT OR FORMER SES MEMBERS: Must provide your SES appointment SF-50 (Notification of Personnel Action), and a SF-50 showing current career SES status or career SES reinstatement eligibility. SES CANDIDATE DEVELOPMENT PROGRAM (SESCDP) GRADUATES: Verification of successful completion of an OPM approved SESCDP and OPM SES QRB certification. CURRENT FEDERAL CIVIL SERVICE EMPLOYEES: Must provide a copy of a SF-50 reflecting you are a current Federal Civil Service employee. You may be asked to provide additional documentation to support your eligibility and the information provided in your application package. For example, we may request transcripts, SF-50s, SES Candidate Development Program certificate, etc. Therefore, we encourage you to have these documents prepared and ready when requested by the agency. If you fail to provide the required documents within the stated time period, we may withdraw a job offer and/or remove you from further consideration. Applicants who fail to submit ALL required documents WILL NOT receive consideration for this position. Application will result in an "Incomplete/Ineligible" rating. REMINDER: Before uploading your required PDF documents, please ensure the resume DOES NOT EXCEED the noted page limits. You must submit all documentation by 11:59 pm EST on the closing date of this announcement to be eligible. All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional) We suggest you preview the online questions, as you may need to customize your resume to ensure it supports your responses to the questions and TQs. Please view Resume Tips.

Additional information

Veterans' preference is not applicable to the Senior Executive Service. Applications MUST be submitted through USAJobs. Submit resume and all other required documents online by 11:59 PM EST of the closing date. If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management. Salary for Senior Executive Service jobs vary depending on qualifications. Undergo a review of prior performance/conduct and an income tax verification. Refer to "Get Your Tax Record" at http://www.irs.gov/ to check the status of your account, balance owed, payment history, make a payment, or review answers to tax questions. If you are not in compliance, you will be determined unsuitable for employment with IRS. The employment of any candidate selected for this position, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. For more information regarding your rights refer to Noncriminal Justice Applicant's Privacy Rights - FBI, FD-258 Privacy Act Statement - FBI, and SEAD-3-Reporting-U.pdf (dni.gov).