Agency Overview

The Department of Revenue’s core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by partnering with parents and caregivers, and to assist Massachusetts cities and towns in sound fiscal management.

Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused, and transparent.

Division Overview

The mission of the Child Support Services Division (CSS) is to enhance the well-being of children by partnering with parents and caregivers to meet the financial needs of the family. Effective child support services are an essential part of the larger effort by the Commonwealth and the federal government to promote families’ economic self-sufficiency.

Deputy Director

The Massachusetts Department of Revenue Child Support Services Division seeks a Deputy Director to manage the CSS Information & Analysis group located in Boston. 

DOR/CSS utilizes a hybrid work model where employees work both in-office and remotely, depending on operational needs. Candidates must ensure they have the appropriate work environment for telework, including but not limited to, connectivity, and resource access to conduct their job duties while remote. Candidates will be required to travel to offices where they have direct reports to meet with and/or supervise their staff.  Candidates must be able to supervise and be supervised remotely and must be able to work effectively in an isolated setting. Candidates must be organized, highly disciplined, conscientious, motivated, and committed to utilizing identified tools for successfully performing in a remote setting. Candidates must be available to travel to their officially designated work location with as little notice as the same workday should an exigent circumstance arise.

Duties

·       Provide strategic leadership for DOR/CSS Data Warehouse and Quality Assurance functions; oversee the development and delivery of performance metrics, dashboards, reports, quality assurance, and self-assessment analyses that support agency decision making and strategic objectives.

·       Lead the development, implementation, and management of the DOR/CSS Data Warehouse and Tableau reporting environments, ensuring data integrity, accessibility, security, and effective utilization in support of the program operations and performance.

·       Direct complex business analysis and data-driven initiatives to identify trends, operational issues, risks, and opportunities; translate analytical findings into actionable recommendations; and develop strategies and policies to improve business processes, child support collections, program participation, and organizational effectiveness.

·       Collaborate on federal, state, and agency performance reporting, ensuring accurate and timely reporting and effective communication of results to executive management, operational managers, and other stakeholders including federal and state auditors.

·       Develop and implement annual strategic business plans and performance measures in collaboration with executive and senior management; monitor progress toward established goals; and develop corrective, remedial, and mitigation strategies as needed.

·       Evaluate organizational and functional performance against established criteria and use data and analysis to identify strengths, weaknesses, trends, and opportunities for continuous improvement.

·       Lead projects and special initiatives involving business development process improvement, outreach, policy development, innovative workflows, and revenue-generating opportunities, including initiatives designed to maximize child support collections and federal incentive funding.

·       Provide leadership for data and technology modernization initiatives, including the transition of DOR/CSS data warehouse, storage, reporting, and analytical capabilities from on premise environments to cloud-based solutions.

·       Coordinate technical and business requirements with agency, state, and interagency partners, including Administration and Finance and the Executive Office of Technology Services and Security, to implement technology solutions, data visualization capabilities, system enhancements, and platform modernizations.

·       Oversee the federally required DOR/CSS Self-Assessment Review and related compliance activities, coordinating analyses, developing findings, and ensuring required submissions to the federal Office of Child Support Enforcement are accurate and timely.

·       Provide leadership, supervision, mentoring, and professional development for staff, including resource allocation, project assignments, workload prioritization, performance management, and staff development.

·       Manage project plans, resources, schedules, deliverables, and priorities to ensure successful completion of major initiatives and alignment with DOR/CSS strategic objectives.

·       Promote a customer-focused culture of continuous improvement, outreach, innovation, accountability, and data-driven decision making to enhance program effectiveness, operational efficiency, and outcomes for families.

Qualifications

·       Strategic Thinking - Ability to establish strategic goals and link these goals to the agency vision by integrating financial, business, service, operations and personnel development objectives for maximum performance, reviewing policies and practices for efficiency, identifying and resolving problems, developing and implementing innovative methods to advance goals and evaluating outcomes.

·       Business Analysis and Reporting – Ability to understand, interpret and visualize data in order to confirm that technical solutions meet business requirements; ability to guide others and provide support, direction, and oversight for staff using analysis and visualization tools; proficiency in SQL, including writing advanced queries to extract, join, filter, and analyze data; experience with Tableau to create interactive dashboards, reports, and data visualizations that communicate insights clearly; strong proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint; ability to interpret written and spoken business needs of management, research data solutions, and provide analysis and results using business-centric outputs; ability to oversee staff development in business analysis and quality assurance and act as a resource and guide for best practices; ability to understand, interpret, and report on the agency’s data driven goals; ability to understand, interpret, and report on the agency’s self-assessment requirements; ability to understand, prioritize and oversee quality assurance efforts consist with management and/or external priorities;

·       Leadership - Ability to lead employees in a results-driven environment, setting the pace through your expectations and example in order to meet the organization’s goals, quality and service; exercise this leadership through effective planning, organizing, delegation, cooperation, follow-through, good judgment and decision-making. Guide and support staff in identifying and pursuing professional development opportunities, fostering career growth and building a strong internal talent pipeline to support succession planning.

·       Coaching - Ability to coach and mentor others by setting clear expectations; establish unit and team priorities and align priorities with overall administrative and programmatic operations; fairly administer policy, implement employee readiness strategies to manage change, encourage individual accountability and inspire employees to succeed through regular performance evaluation, professional development, positive recognition, motivation and/or constructive feedback.

·       Teamwork - Ability to foster a spirit of teamwork and unity that empowers employees, allowing for candid and supportive discussions of different ideas, embracing diversity, engaging in healthy conflict resolution strategies, finding common ground, exercising patience, empathy, and guidelines to create a cohesive environment that encourages openness, trust and challenge. Ability to identify and develop diverse talent.

·       Interpersonal Skills - Ability to build effective and responsive interpersonal relationships with staff members, colleagues and managers by demonstrating integrity, collaboration, respect and promoting a positive culture of continuous improvement.

·       Communication Skills - Exceptional oral and written communication skills, including directing staff in a manner that enhances productivity and manifests excellence, effective listening techniques, strong negotiation/mediation ability and the capacity to build bridges with others to achieve shared goals.

·       Flexibility - Ability to demonstrate flexibility and adapt one’s priorities or approaches and those of staff to meet competing demands, organizational changes, modified operational requirements or emergency situations.

·       Customer Service Orientation - Strong focus on customer service to our business partners, working to interpret requests and provide data driven results that move the agency forward in helping our customers, forecasting how certain business decisions impact the customer and developing reporting and analysis to help the agency meet customer, state and federal needs.