Department of Tax and Collections Division Manager - Customer Experience and Fiscal Services

Under general administrative direction of the Director, Department of Tax and Collections plans, directs, and oversees the administration, operations and staff of assigned divisions or unit within the Department.

The Division Manager of Customer Experience & Fiscal Services is a key executive leader at the Department of Tax and Collections (DTAC), overseeing both high-volume customer service operations and complex fiscal functions. This role is responsible for ensuring service excellence across all public touchpoints while managing critical financial programs such as property tax and medical collections that directly support schools, special districts, and essential public services.

The ideal candidate is a strategic, people-centered leader with deep expertise in public sector accounting, customer service strategy, and organizational change. They bring strong communication skills, a commitment to innovation, and a passion for public service—ready to lead with integrity, compassion, and operational excellence.

Filing Period and Application Procedure

Final Filing Date: Friday, November 14, 2025. The recruitment may be extended or closed as early as 10 days after issue date. You are encouraged to apply as soon as possible and to monitor this site for updated closing information.

To view the brochure, click here! 

This recruitment requires the submission of an online application. No paper applications will be accepted. Applicants must apply online at www.sccjobs.org.

It is important that the following information be included in your application packet, as it will be evaluated during the competitive review process: 

 1. Résumé;
 2. Cover letter explaining why you are the ideal candidate, including specific examples from your experience (maximum of 3 pages); and
 3. Complete responses to the supplemental questions.

Thorough referencing and a background investigation will be conducted once mutual interest has been established. The finalist will be asked to provide a minimum of five references, and prior authorization from the finalist will be obtained by Executive Services.
  
Questions regarding this executive recruitment may be directed to Kendra Conrad, Executive Services at kendra.conrad@esa.sccgov.org.
 
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• Plans, organizes, directs and coordinates the work of assigned subordinate professional technical and support staff;
• Reviews and evaluates work products, methods, procedures and performances;
• Coordinates division activities with other divisions and/or departments within the Finance Agency;
• Manages several units within the Department and ensures department objectives and goals are met;
• Manages and participates in the development and implementation of goals, objectives, policies and priorities for assigned programs;
• Ensures compliance of County accounting procedures;
• Administers and directs various consultant service contracts;
• Recommends and administers policies and procedures;
• Participates in the oversight, development and maintenance of revenue/accounting related information systems;
• Assists in the analysis and implementation of changes in laws, regulations, and procedures affecting the collection of municipal and County taxes;
• Participates as a member of the department executive team in the review and establishment of policies and procedures for carrying out the department's goals and objectives, and initiates changes in methods and procedures to improve service delivery;
• Serve as the County contact with the public and other government agencies for revenue and delinquent collections and administration;
• Selects, train, motivate, and evaluates assigned personnel;
• Maintains accounting controls over collection and disbursement of money;
• Performs fiscal analysis for revenues and other special projects;
• Acts as technical advisor on studies and problems relating to revenue collections;
• Allocates staffing and related resources to achieve maximum revenue recovery for division;
• Identifies and implements new strategies to discover and collect unreported and/or uncollected revenues;
• Establishes and maintains effective working relationships with staff, other departments and agencies, and the general public;
• Prepares annual budget and monitors expenditures; 
• May be assigned Disaster Service Worker duties, as assigned; and
• Performs related duties and special projects as required.

Sufficient education, training and experience, which would demonstrate the ability to perform the above management responsibilities and the possession of the following knowledge and abilities.

Experience Note:  The qualified candidate would typically possess education and experience equivalent to a Bachelor's Degree in Public or Business Administration, accounting, finance, economics, or a closely related field, and five (5) years management experience in accounting, auditing and/or collections in a large public organization or private entity comparable to the organizational structure of the County of Santa Clara including one (1) year experience managing and/or supervising staff in an auditing, accounting and/or collections function. 

Knowledge of:

• Principles and practices of management necessary to plan, organize, direct, manage and evaluate programs, administer policies, organizational structures, and tax and revenue collections services;
• Federal , State and County legislation, codes, regulations, and polices pertinent to a public revenue collection operation;
• Principles, practices and techniques of administration, organization, budget preparation, personnel management, labor relations, counseling, supervision, training and development, financial administration, and public relations for local government; and
• Modern technology systems and financial applications for systems management;

Ability to:

• Plan, organize and supervise the activities, functions and staff of a large public revenue collection department;
• Analyze and evaluate complex revenue collections and administrative problems and assist to develop and implement effective solutions;
• Prepare clear and concise reports;
• Analyze, interpret, apply and explain laws and regulations;
• Effectively communicate to a diverse audiences at all levels within the organization and the public.

Salary : $171,211 - $219,443