Job Description

See below for an opportunity in a leadership position!

Are you interested in making life better for Californians? Are you looking for a career and not just a job? Do you want to create a meaningful impact in your community? If you answered yes to any of these questions, then the California Department of Tax and Fee Administration (CDTFA) has a career opportunity waiting for you! California not only needs you, it wants you as part of the growing workforce. New team members, new ideas, and new creative perspectives are needed in all areas at CDTFA. We value our team members and are dedicated to their career development. Our agency supports the development of our team members by offering training to flourish in their position and programs to promote and explore upward mobility.

To learn more about us, please see

CDTFA Gateway to New Opportunities video

.





The CDTFA Customer Service Center (CSC) is the first point of contact for CDTFA customers and provides services via multi channels including telephone, webmails, ChatBot, and live chats. Under the general direction of the Deputy Director, External Affairs Division (EAD), the Chief, Customer Service Center (CSC) is responsible for formulating and recommending policy and managing and directing the operations of the CSC. The Chief provides direction to subordinate management and makes recommendations to the EAD Deputy Director and the CDTFA Executive Team, regarding implementing and conveying relevant laws, rules, regulations, and program performance to align with departmental strategic goals and objectives.

This position is responsible for a significant portion of CDTFA customer service responsibilities including, but not limited to: the CDTFA Customer Service Center, remote call agents, email correspondence with taxpayers, current and anticipatory technologies, service taxpayers, taxpayer responses via social media, legislative inquires (some involving constituents), the EAD budget, and developing innovative policies and strategies for maximizing human resources in a customer service environment.

Travel may be required up to ten percent (10%) of the time, which may include overnight travel.

Under Government Code 14200, this position may be eligible for part-time telework for eligible candidates residing in California.

At this time, per the California Budget Act of 2025, all California Department of Tax and Fee Administration salaries are subject to the provisions of the State of California's Personal Leave Program.You will find additional information about the job in the

Duty Statement

.


Working Conditions


Telework is partially available. Position may work in a high-rise building. Standard office environment. Daily use of a personal computer, office equipment, and/or telephone. Requires being in a stationary position, consistent with office work, for extended periods of time. Travel may be required up to ten percent (10%) of the time, which may include overnight travel.


Minimum Requirements


This position does not have a Classification Specification. Requirements and qualifications for this position can be found in this announcement. For additional questions, please contact the hiring department listed below.C. E. A.

Additional Documents


Job Application Package Checklist Duty Statement

Position Details

Job Code #:

JC-502236

Position #(s):

291-316-7500-001

Working Title:

Chief, Customer Service Center

Classification:

C. E. A.
$10,349.00 - $12,526.00 A
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

# of Positions:

1

Work Location:

Sacramento County

Telework:

Hybrid

Job Type:

Career Executive Assignment - Non Tenured, Full Time
Department Information


California not only needs you; it wants you as part of the growing workforce. The California Department of Tax and Fee Administration (CDTFA) makes life better for Californians by fairly and efficiently collecting the revenue that supports our essential public services, with CDTFA administered programs accounting for about twenty-three percent (23%) of all state revenue. Tax programs administered by the CDTFA are concentrated in two general areas - sales and use tax, and special taxes and fees. New team members, new ideas, and new creative perspectives are needed in all areas at CDTFA. The CDTFA offers its team members a reliable income, stable benefits, work-life balance, paid holidays, advancement opportunities, and the personal fulfillment of knowing that your work is personally impacting the lives of others.

To take a look at CDTFA as a destination employer, please click the link https://youtu.be/Q-r18e_EIBg.



Department Website: http://www.cdtfa.ca.gov


Special Requirements


This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.; for more information about E-Verify, please go to www.dhs.gov/e-verify. Position requires team members to be fingerprinted and successfully pass a background investigation.

Statement of Qualifications

PLEASE NOTE:

In addition to the Standard State Application (STD. 678), you are required to submit a

Statement of Qualifications (SOQ)

with direct responses to the statements provided below. Within the responses, be sure to include specific information and should include an example or examples that best illustrate your experience, background, knowledge, skills, and abilities.

When completing your

Statement of Qualifications

, please

DO NOT

provide a single narrative response. For each SOQ prompt, provide detailed responses with a specific example or examples for each. The SOQ should be in Arial 12-point, single-spaced. Prior to each response, clearly indicate which question you are responding to by including the number and full text as stated in the SOQ.

Resumes do not take the place of the SOQ.

Please provide direct, individual responses, to each of the following SOQ Prompts below:


1. Describe your management-level experience communicating with executive-level management, other state agencies, legislative staff, or industry groups, and explain how you gained the executive manager's confidence and support.

2. Describe your experience that has prepared you to develop, formulate, and recommend policies, procedures, and practices related to:Management of a division helping to support the critical role of tax fulfillment and Technological forecasting of service needs.

3. Describe your management-level experience that demonstrates your ability to analyze complex problems and recommend effective courses of action related to a customer service center.

4. Describe your experience with managing recruitment and retention in a workplace, such as a customer service center, with a high turnover rate and multiple levels of staff. What specific strategies or actions did you take to address these challenges?

5. Describe your management-level experience developing and implementing policies and procedures to ensure an efficient and effective customer service experience.

You must provide specific information in your responses that demonstrates how your knowledge, skills, and training meet the needs of this position.

Application Instructions


Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.


Final Filing Date: 1/8/2026

Who May Apply

Individuals who are eligible to be appointed to this Career Executive Assignment (CEA) by the State of California.

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:



CA Department of Tax and Fee Administration
Talent Acquisition & Exec Recruitment
Attn: Aleace Brice (JC-502236)
651 Bannon Street, Suite 100 MIC: 00
Sacramento, CA 95811

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:



CA Department of Tax and Fee Administration
Human Resources Bureau (App Drop Off)
Northeast Tower 1st Floor - Aleace Brice
651 Bannon Street
Sacramento, CA 95811
Monday - Friday (excluding Holidays)
08:00 AM - 04:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:


Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position. Resume is required and must be included. Statement of Qualifications - The

Statement of Qualifications (SOQ)

describes your experience, education, training, knowledge, skills, and abilities as they relate to the information contained in the "

Special Requirements"

section of this bulletin is required. You must provide specific examples. A SOQ will also serve as documentation of each candidate's ability to present information clearly and concisely in writing. Please see the "Special Requirements"*section for additional information.
Other - A

Cover Letter

is required and must be included. Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Examination Qualification Requirements


All applicants must possess the knowledge and abilities, and any other requirements, described in this announcement.



Note: Eligibility to take a CEA examination does not require current permanent status in the civil service.

Minimum Qualifications

CEA examinations are open to all applicants who possess the knowledge and abilities, and any other requirements as described in the examination bulletin. Eligibility to take a CEA examination does not require current permanent status in civil service.

General Qualifications

State civil service employees must possess essential general qualifications including integrity, initiative, dependability, good judgment, and ability to work cooperatively with others.
Knowledge and Abilities


Applicants must demonstrate the ability to perform high administrative and policy - influencing functions effectively. Such overall ability requires possession of most of the following more specific knowledge and abilities:


1. Knowledge of the organization and functions of California State Government including the organization and practices of the Legislature and the Executive Branch; principles, practices, and trends of public administration, organization, and management; techniques of organizing and motivating groups; program development and evaluation; methods of administrative problem solving; principles and practices of policy formulation and development; and personnel management techniques; the department's or agency's Equal Employment Opportunity Program objectives; and a manager's role in the Equal Employment Opportunity Program.


2. Ability to plan, organize, and direct the work of multidisciplinary professional and administrative staff; analyze administrative policies, organization, procedures and practices; integrate the activities of a diverse program to attain common goals; gain the confidence and support of top level administrators and advise them on a wide range of administrative matters; develop cooperative working relationships with representatives of all levels of government, the public, and the Legislature and Executive branches; analyze complex problems and recommend effective courses of action; and prepare and review reports; and effectively contribute to the department's or agency's Equal Employment Opportunity objectives.

These knowledge and abilities are expected to be obtained from the following kinds of experience with substantial participation in the formulation, operation and/or evaluation of program policies (experience may have been paid or volunteer; in State service, other government settings, or in a private organization):


CEA Level A - Responsible for broad administrative and program activities, including the execution and/or evaluation of program policies.


CEA Level B - Responsible for extensive managerial and program administration or broad program manager experience with substantial participation in the formulation, operation, and/or evaluation of program policies.


CEA Level C - Responsible for extensive highly professional influence and contributes to program, policy, and the methods to provide professional services needed to set policies, to meet the mission of the State department and often exercising technical and or professional skills that are required at this level.


Examination Information


The examination process will consist of a screening panel, that will review and score the SOQ's using predetermined evaluation criteria. The SOQ's will be used to evaluate your experience and will serve as documentation of your ability to present information clearly and concisely in writing. The SOQ's will be the only basis for your final score and rank on the eligible list.

Resumes do not take the place of the SOQ.

Specific information regarding the SOQ's can be found in the

"Special Requirements"

section and in the

"

Application Instructions"

section, under

"Required Application Package Documents"

of this announcement.

If you meet the requirements stated in this announcement, you may take this competitive examination. Possession of the Examination Qualifications requirements does not assure a place on the eligible list. Your performance in the examination will be compared with the performance of others who take this examination, and all successful candidates will be ranked according to their scores.


A minimum rating of 70% must be attained in the Examination to obtain list eligibility for this position. All candidates will receive written notification of their examination results.


The results of this examination will only be used to fill this position. Applications will be retained for twelve months.


Hiring interviews for the Job may be conducted with the most qualified candidates.


The examining Department reserves the right to revise the examination plan to better meet the needs of the service, if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service law and rules and all competitors will be notified.


Special Testing Arrangements


If you have a disability and need special testing arrangements, answer the Reasonable Accommodations question appropriately on your Application (STD 678). You will be contacted to make specific arrangements. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this announcement.
Benefits


CDTFA appreciates and proudly celebrates diversity with an emphasis of an inclusive atmosphere in all levels of the organization. CTDFA is a participant in The Government Alliance on Race and Equity (GARE) Capitol Cohort to advance racial equality and advance opportunities for all in California. Team members of different races, ethnicities, genders, ages, religions, disabilities, gender orientations and personal experiences are welcomed to contribute to the success of CDTFA.

The CDTFA was presented with the Large State Employer of the Year Award for 2018 from The Association of California State Employees with Disabilities (ACSED); showcasing CDTFA's support of employment, promotion, and fair treatment of persons with disabilities.

CDTFA values its team members and is dedicated to their career development. Our agency supports the development of its team members by offering training to flourish in their position and programs to promote and explore upward mobility.

In addition, you can look forward to:

Nearby (third-party) parking. Convenient public transportation. Located near Downtown and major freeway access.


Working for the State offers great opportunities, generous benefits, and career development.



For more information about the outstanding benefits offered to State Employees https://www.calhr.ca.gov/employees/Pages/salary-and-benefits.aspx.



Benefit information can be found on the CalHR website and the CalPERS website.
Contact Information


The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.

Department Website:

http://www.cdtfa.ca.gov

Human Resources Contact:

Aleace Brice

(916) 309-0115

Aleace.Brice@cdtfa.ca.gov

Hiring Unit Contact:

Annette Zurawski

(916) 309-8409

Annette.Zurawski@cdtfa.ca.gov


Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:

EEO Contact

(916) 309-8400

EqualEmployment.Opportunity@cdtfa.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.


ADDITIONAL APPLICATION INFORMATION

Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

Paper applications must include a signature.

Dates printed on envelopes by mobile barcodes or equivalent mobile print technology are not acceptable proof of the date the application and any other required documents or materials were filed.

A completed state application (STD. 678) and any documents list under

"Required Application Documents" must be submitted with your application package.

Hard Copy Mailing Information

PLEASE NOTE: Applications received by mail that are not postmarked on, or before, the Final Filing Date WILL NOT be accepted. It is highly recommended that applicants submit application packages either electronically or in person to ensure a timely filing.

Do not send your application materials via interoffice or interagency mail. Applications received in this manner will not be accepted and cannot be returned pursuant to California Code of Regulations 174. It is the personal responsibility of each examination candidate to submit their application materials within the timeframe and manner specified on this posting.

Please remove any confidential information (i.e. social security number, date of birth, etc.) from your documents prior to submission.

Drop-Off Information

To drop-off an application you

MUST

hand deliver the application package on or before the final filing date to the Sacramento Field Office between the hours of 8:00 a.m. to 4:00 p.m. - Monday through Friday (excluding Holidays). Applications

WILL NOT

be accepted by on-duty security guards or if left unattended at the reception desk.
Equal Opportunity Employer


The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.


It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.