Collections Manager

DHRM • Richmond, VA

3d • $85,000 • Hybrid

About The Position

Ready to Lead Virginia's Tax Collections into the Future? The Virginia Department of Taxation's Office of Compliance is hiring a Collections Manager to lead a dynamic, multi-generational team of approximately 40 professionals who are making a real difference in Virginia's fiscal health. What You'll Do: This isn't your typical management role, it's a strategic leadership position where your decisions matter. You'll oversee high-volume collections call center, drive collections automation initiatives, and coordinate field visits to delinquent businesses. With two direct supervisors reporting to you, you'll be the linchpin connecting people, technology, and results. Your day-to-day will be anything but routine: solve complex problems using critical thinking, interpret evolving legislation, build a collaborative culture across Gen Z to Boomer team members in a hybrid environment, navigate personnel matters, and ensure every taxpayer is treated fairly while protecting sensitive information. What Makes This Role Special: You'll have the independence to lead with your vision while working alongside a hybrid team that values innovation and results. Your work directly ensures businesses and individuals resolve tax liabilities through professional, customer-focused service that upholds Virginia state laws and collection regulations. You'll assess controls, monitor productivity, conduct quality sampling, and continuously improve how Virginia manages collections. Work-Life Balance: Enjoy two telework days per week (Mondays and Fridays) while collaborating in-person Tuesday through Thursday at our Main Street Center Office in downtown Richmond (600 East Main Street). Compensation: Competitive salary up to $85,000, commensurate with your experience. At Virginia Tax… We are dedicated, resourceful individuals who strive to exceed our customers’ expectations. Not only do we serve the public, we are the public. We are a part of a community that cares about and celebrates each other, who promote opportunities for growth within a stable environment, and support a healthy work-life balance. What we do matters. So do you. As a member of the Virginia Tax team, you can expect additional benefits such as: Job stability and quality of life! Enjoy your work/life balance with flexible schedule options. 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave! Comprehensive and affordable health benefits. Got student loans? You may be eligible for the Public Service Loan Forgiveness program. Participation in the Virginia Retirement System, VA 457 Deferred Comp , and more.

Requirements

• Tax Expertise: Extensive knowledge of individual income, withholding, sales, and corporate tax regulations, including practical experience applying tax law to complex collection scenarios and delinquent account resolution
• Proven Leadership in High-Volume Environments: Supervisory experience managing collections operations, sales teams, tax debt recovery, and/or call center environments with measurable performance outcomes. Experience leading teams of 20+ employees preferred.
• Expert Conflict Resolution: Strong conflict management skills with extensive experience navigating personnel relations issues, including performance management, disciplinary actions, grievances, and team disputes while maintaining morale and productivity
• Strategic Communication: Strong written and verbal communication skills with the ability to tailor messaging for diverse audiences including senior leadership, staff at all levels, external stakeholders, taxpayers, and business owners. Experience preparing reports, presentations, and policy documentation.
• Technical Proficiency: Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) including data analysis, reporting dashboards, and executive presentations. Comfort learning new collections software and automation tools.

Nice To Haves

• Government Sector Experience: Local, state, or federal government experience, particularly in revenue collection, tax administration, or regulatory compliance environments
• Modern Workforce Management: Experience successfully leading and developing remote and/or hybrid teams, including virtual performance management, building team cohesion across locations, and maintaining productivity in flexible work arrangements
• Change Leadership: Experience implementing new systems, technologies, or processes in a collections or compliance environment
• Customer Service Excellence: Proven track record of delivering high-quality, professional customer service in high-pressure situations. Ability to engage effectively with members of the public, including difficult conversations with delinquent taxpayers, while maintaining empathy and professionalism.
• Analytical and Quality Management: Experience conducting quality assurance reviews, analyzing performance metrics, identifying trends, and implementing process improvements to enhance accuracy and efficiency
• Legislative and Policy Acumen: Demonstrated ability to understand, interpret, and apply tax policy, state and federal laws, collection regulations, and procedural requirements. Experience translating complex legal language into actionable guidance for staff.
• People Development Skills: Demonstrated success providing direct training, mentorship, coaching, and professional development to staff members across different experience levels and learning styles. Ability to build capability while maintaining accountability.

Responsibilities

• Oversee high-volume collections call center
• Drive collections automation initiatives
• Coordinate field visits to delinquent businesses
• Solve complex problems using critical thinking
• Interpret evolving legislation
• Build a collaborative culture across Gen Z to Boomer team members in a hybrid environment
• Navigate personnel matters
• Ensure every taxpayer is treated fairly while protecting sensitive information
• Assess controls
• Monitor productivity
• Conduct quality sampling
• Continuously improve how Virginia manages collections

Benefits

• Job stability and quality of life!
• Enjoy your work/life balance with flexible schedule options.
• 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave!
• Comprehensive and affordable health benefits.
• Got student loans? You may be eligible for the Public Service Loan Forgiveness program.
• Participation in the Virginia Retirement System, VA 457 Deferred Comp , and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed