Codi Higley currently serves as the Technical Advisor for the Customer Accounts Services, Joint Operations Center. In 2024, she led the JOC effort by hosting a Leadership Summit to discuss future state ideas for Live Assistance outlining the need to transform the IRS to an omni-cannel environment ensuring that taxpayers are provided with the best possible taxpayer service. She previously served as a Senior Manager in the Accounts Management Headquarters Staff with oversight for, Reports, Equipment, Phone staff overseeing toll-free phones, Where’s My Refund, Where’s My Amended Return, and Get Transcript. For over 20k employees. In this role she was also responsible for IRS phone assistors supporting the Federal Emergency Management Agency (FEMA) during natural disasters from 2013 to 2023. Codi has also supported a telework pilot for 400 employees which enabled the agency to quickly equip and migrate assistors to a telework environment during the pandemic. She participated in innovative ideas standing up voicebots for the Economic Impact Payment and Advanced Child Tax Credit. In 2023 Codi led the Inflation Reduction Act Initiative to build status tracking tools and served as a member of the customer journey improvement team.