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,ctr@azdor.gov

*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.