Senior Manager, Training

DEPARTMENT OF REVENUE Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement. CUSTOMER EXPERIENCE TRAINER Job Location: Education & Compliance Division 1600 W Monroe St. Phoenix, AZ 85007   Posting Details: Salary: $60,000  Grade: 22 Closing Date: 5/28/2026 Job Summary: 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  Job Duties: 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, Skills & Abilities (KSAs): 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 ADOR’s 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. Selective Preference(s): 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 Bachelor’s 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 driver's license appropriate to the assignment. Bachelor’s Degree in Education or related field, not required but preferred Experience training Customer Experience staff Use and understanding of AI tools Pre-Employment Requirements: 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 Benefits: 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 Retirement: 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: https://www.azasrs.gov/content/new-and-prospective-members. Contact Us: If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at ogre,[email protected] *The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.