Deputy Assistant Director, Inquiries & Requests

DEPT OF REVENUEDeputy Assistant Director, Inquiries & Requests

Job Location:

Address: (Recruiter to key in) Division/Unit Name
Address, City, ST ZIP

Salary: $115,000 annualized
Grade: E3
Closing Date: 1/29/2026 COB

Position Summary: The Deputy Assistant Director (DAD), Inquiries & Requests oversees and evaluates the operations, productivity, staff resources, budget, and strategic goals for the Inquiries & Requests district. The DAD directly supervises, manages, and provides direction to the administrators of the various units within the district, which encompass tax administration, licensing and registration, Unclaimed Property, eServices, and lobby and cashier operations across three locations.

Reports to the Assistant Director, Taxpayer Services and also receives direction from and provides advice and recommendations to the Director, Deputy Director, and General Counsel.

Supervision: This position currently has two supervisory direct reports (administrators) who oversee a total team of 50-75 staff members.

Note:

This is a hybrid/remote position that works primarily remotely but on-site about 1 day/week.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Leadership
In partnership with the Executive Leadership Team, develops the strategic direction and implementation plan for the Inquiries & Requests district to align with enterprise objectives and to drive organizational value. Partners with the Assistant Director and other Division DADs in creating operational objectives relevant to their Division/Districts/Offices. With a focus on leadership, mission, vision, culture, strategy, best practices and continuous improvement, performs the following:

• Leads and directs the planning, design, scoping, functional analysis, development, implementation, and support of the district service offerings including:
• License & Registration
• Lobby/Cashier - Phoenix, Mesa and Southern Regional Office (Tucson)
• Taxpayer Information and Assistance
• eCommerce Compliance and Outreach
• Unclaimed Property
• eServices
• Penalty Review Unit (PRU)
• Ensures that technical, quality standards are enforced throughout programs and processes and compliance with all federal, state, local, and other applicable regulatory and/or program requirements to include audit readiness.
• Leads and directs the Districts’ resource planning and allocation for optimal capacity, utilization, and performance.
• Works collaboratively with other Divisions and Districts to ensure organizational alignment
• Has budget, finance and procurement responsibilities

Talent Management
In collaboration with executive leadership and Talent, develops and executes a plan for retaining and developing talent to meet current and future business objectives.

Supervisory
Carries out supervisory responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws.

Subject Matter Expertise, Performance and Champion/Liaison
Is a subject matter expert for Inquiries & Requests on behalf of ADOR which includes:

• Enabling exceptional service delivery and operational excellence
• Analyzing service delivery data across the teams to identify systemic trends, service level gaps and opportunities for proactive taxpayer education
• Collaborating with peers and leaders across the division and agency to resolve cross-functional issues
• Serving as the senior point of escalation for complex, high visibility, or sensitive taxpayer inquiries and grievances that cannot be resolved at the administrator level
• Attending meetings/conferences and conducting site visits which involves in-state travel

Agency/Department Compliance & Continuous Improvement

• Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such…