Skip to Main Content

Director, Office of the Taxpayer Advocate

Comptroller of Maryland

Recruitment #24-005222-0005

Go Back Apply View Benefits

Introduction

OPEN TO ALL QUALIFIED APPLICANTS

 

This is a position specific recruitment. The resulting certified eligible list may be used to staff several current and future vacancies for this position/function only.


 

GRADE

22

LOCATION OF POSITION

Annapolis, Maryland

POSITION DUTIES

Maryland Comptroller Brooke Lierman is building out the newly established Office of the Taxpayer Advocate (OTA) within the Office of the Comptroller. This four-person office serves as the voice of Maryland taxpayers across the agency and externally. The director will lead the office and develop internal processes and standard operating procedures (SOPs) to ensure that the department is best positioned to work across the agency to help resolve complex tax issues, while also regularly compiling and examining data to make recommendations to address challenges faced by taxpayers.

The OTA is responsible for:

  • Providing the timely resolution to complex tax inquiries that have not been resolved through ordinary channels;
  • Identifying and solving systemic challenges faced by taxpayers through interagency collaboration;
  • Regularly surveying taxpayers to obtain their feedback on the quality of services received and suggestions for improvements;
  • Compiling data on the types of taxpayer complaints and develop policy recommendations to address systemic issues;
  • Conducting research around emerging best practices in the field;
  • Managing an online taxpayer portal; and
  • Making recommendations regarding potential policy-based and legislative solutions to improve the taxpayer.

The director is responsible for:

  • Overseeing the development, implementation, and ongoing monitoring of OTA’s operating procedures and business workflows;
  • Leading a team that works in close collaboration with other departments in the agency, to investigate and resolve taxpayers inquiries;
  • Monitoring and tracking Key Performance Indicators (KPIs) to identify improvement opportunities and implement solutions to ensure that taxpayer interactions with the agency are streamlined, efficient, and positive;
  • Working collaboratively with agency leadership and team members to address individual taxpayer inquiries and larger, cross-sectional systematic concerns;
  • Ensuring a high level of internal and external customer service;
  • Implementing and maintaining a database to track casework and taxpayer interactions;
  • Making recommendations to agency executive leadership, including to the Comptroller of Maryland, Chief of Staff, and Chief Deputy Comptroller, to improve internal operations and the quality of services provided to taxpayers;
  • Developing and publishing annual reports; and
  • Partnering with the Office of Public Engagement and Communication to engage and educate the public - through public outreach campaigns and other communication channels - about tax issues.

A successful candidate will have a deep understanding and familiarity with Maryland’s tax code; demonstrated ability to research tax policies and publications; and a proven track record in dispute resolution.

MINIMUM QUALIFICATIONS

Education: Possession of a Bachelor’s degree from an accredited four-year college or university or a CPA qualification. Candidates may substitute additional experience working in tax policy or resolving complex tax issues on a year-for-year basis for the required education.

Experience: Four years of experience working in tax policy, performing duties related to resolving complex tax issues, with three years of supervisory experience and/or overseeing operations of a unit.

** For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at http://www.naces.org/members.html.

DESIRED OR PREFERRED QUALIFICATIONS

  • A self-starter with excellent organizational skills;
  • Strong oral and written communications skills;
  • Ability to manage multiple projects and meet deadlines in a fast-paced environment;
  • Ability to work collaboratively and be part of a team;
  • Experience with public engagement and outreach; and
  • At least two years of experience working in Maryland tax policy or administration.

LIMITATIONS ON SELECTION

  • This position may be required to work irregular hours on evenings and weekends, especially during the tax filing season.

SELECTION PROCESS

Please ensure you provide sufficient information on your application to demonstrate that you meet the qualifications for this recruitment. Please indicate clearly any position-specific experience and ensure all education and experience sections are complete. Approval of your application will be based on a review of the information you submit. All qualified applicants are placed on an unranked list of candidates and will remain active on this list for at least one year. Incomplete information may result in the disqualification of your application.

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

Upon appointment (new hires and/or transfers) must successfully undergo fingerprinting. Disqualifying charges may include any felony; any crime of moral turpitude, e.g. embezzlement, fraud, tax evasion or bribery; any crime of identity theft or impersonation; any crime of assault or battery; and any crime relating to the use or distribution of a controlled dangerous substance other than marijuana, regardless of the age of the offense or the specifications of the position.

*Resumes will not be accepted in lieu of a completed application.

BENEFITS

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you choose email as the option to submit your application/required additional information, you must include the following information on at least one the pages you submit.

  1. First and Last Name
  2. Recruitment Number (located at the top of the bulletin)
  3. The last four digits of your SS#
If you have questions or concerns regarding this recruitment, please email dbrown@marylandtaxes.gov at Comptroller of MD, Office of Human Resources.

If you are having difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or  Application.Help@maryland.gov.

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Bilingual applicants are encouraged to apply.

We thank our Veterans for their service to our country and encourage them to apply.

Please contact Stanley Harris at sharris@marylandtaxes.gov if you need reasonable accommodations.


Click on a link below to apply for this position:

Fill out the Application NOW using the Internet. Apply Online
Apply via Paper Application. You may also download and complete the Paper Application here.

Powered by JobAps