Overview

Job Description Job Description Workforce & Process Improvement Specialist - IRSThe Position:We are looking for eager, driven candidates with experience in people management, communication, facilitation, problem-solving, and analysis to guide our teams in developing impactful solutions for our Federal clients at the IRS (Internal Revenue Service). The Work: This role supports the Internal Revenue Service (IRS) in modernizing its nationwide network of more than 350 Taxpayer Assistance Centers (TACs), which provide critical in-person services to taxpayers seeking assistance with tax law inquiries, account resolution, identity verification, and other tax-related needs. The team will be responsible for analyzing TAC operations, workforce utilization, service delivery models, business processes, and technology capabilities to identify and implement data-driven modernization strategies that improve efficiency, effectiveness, accessibility, and taxpayer experience. Working with diverse stakeholders across the IRS, the team will leverage operational analysis, process improvement, workforce planning, change management, performance measurement, and emerging technologies to enhance service delivery, strengthen data security and identity verification processes, optimize staffing and resource allocation, and develop reporting and analytics capabilities that support real-time decision-making. The role contributes directly to the IRS Strategic Plan by advancing initiatives that improve taxpayer services, increase operational performance, preserve institutional knowledge, and ensure equitable, accurate, and high-quality assistance for taxpayers nationwide.Domains: We are seeking candidates to serve as Functional Specialists and Leads in the following areas:Operations and Process Improvement Lead: Leads current-state operational diagnostics, including workflow, queue, staffing, payment, and standard-work analysis, and identifies bottlenecks and operational opportunities aligned to organizational objectives.Staffing & Workforce Optimization Lead: Assesses staffing-model implications, aligns roles and skills to the future state, and evaluates workforce considerations associated with approved recommendations.Responsibilities:Supporting all aspects of client engagements from defining the strategy of a project to preparing final deliverables Conducting assessment of organizational roadmap and development of forms modernization production workflow and long-term management and improvementAssisting in identifying the measures of success and risks, assess the effectiveness of modernizing the selected forms, and establish a baselineAttend site visits to TACs, assessing current processes and interviewing key stakeholderConducting quantitative and qualitative analysis of data to identify trends, find opportunities areas, and develop meaningful insights Contributing thought leadership by engaging in the development of recommendationsContributing to written and verbal communication specific to the engagementBuilding client relationships across your client account, including understanding customer requirements and identifying and resolving delivery risks before they happenConsistently deriving sound business insights from analysis of complex issuesDeveloping in-depth knowledge of client issues, needs, and contexts Sharing insights, results, and recommendations in a comprehensible manner through both written presentations/reports and interactions with teams/clients The Ideal Candidate: At Censeo, we are looking for unique candidates whose passion and enthusiasm will help shape Censeo's client insights and workplace culture. Our staff have a wide range of backgrounds, areas of expertise, personality types, and favorite breakfast foods. Our client and cultural successes are rooted in our team's innovation, creative problem solving, and collaboration. The unique perspective that you bring and the way you tackle problems are much more important to us than what's