Customer Support Operations Manager - State Program Administrator Manager

Minnesota Direct Care and Treatment; Saint-Paul; Hybrid; CAD 122,000 - 176,000; Full time

Benefits offered by this job

Hybrid telework

Job summary

The Minnesota Department of Revenue seeks a Customer Support Operations Manager to lead division-wide call center operations, training programs, and performance reporting. The role focuses on establishing standards, driving efficiency, and ensuring high-quality taxpayer service statewide.

Hybrid telework is available; the role requires collaboration with IT, HR, and policy staff while guiding staff performance and policy execution to meet evolving customer needs.

Qualifications

• Three+ years in a leadership or supervisory role guiding, coaching, and motivating teams in a contact center.
• Experience with Minnesota tax statutes or familiarity with tax administration concepts.
• Proven ability to design, implement, and improve training, quality programs, and knowledge management for large teams.

Responsibilities

• Provide strategic leadership and operational oversight for Minnesota Department of Revenue customer support functions.
• Design, implement, and continuously improve call center models, training programs, QA systems, and performance reporting.
• Lead staff performance management, policy development, and cross-functional collaboration with IT, HR, and policy teams.

Skills

Contact center leadership

Tax administration familiarity

Cross-functional partnerships

Tools

DOR systems

Job description

• Telework Eligible: Yes

Working Title: Customer Support Operations Manager

Job Class: State Program Administrator, Manager

Agency: Revenue Department

• Job ID: 95913
• Location: St. Paul
• Telework Eligible: Yes
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers
• Date Posted: 08/03/2026
• Closing Date: 08/24/2026
• Hiring Agency/Seniority Unit: Revenue Department / Revenue-Managerial
• Division/Unit: Customer Support / Customer Support Division 2
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $41.58 - $60.10 / hourly; $86,819 - $125,488 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 220 - Manager/Unrep
• FLSA Status: Exempt - Executive
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

The Customer Support Operations Manager provides strategic, division-wide leadership and operational oversight for all core customer support functions within the Minnesota Department of Revenue, guiding the design, implementation, and continuous improvement of call center operations, service delivery models, training programs, quality assurance systems, procedural documentation, and performance reporting frameworks. This role builds the operational infrastructure that enables consistent, accurate, and high-quality taxpayer service by establishing standards, managing staff performance, developing policies and procedures, ensuring readiness for legislative and technological changes, and partnering closely with supervisors, policy staff, IT, HR, and other stakeholders. As a key strategic leader, the Operations Manager evaluates business needs, identifies improvement opportunities, and ensures the division has the tools, processes, and organizational structure necessary to meet evolving customer expectations and deliver efficient, effective service statewide.

This position is eligible for hybrid telework. Employees living within 50 miles of the office will be required to work in the office at least 50% of the time each month. Employees may reside outside the state of Minnesota if they live in a state bordering Minnesota and are within 50 miles of the primary work location.

Existing employees who were approved to telework from a bordering state and more than 50 miles from their work location before June 1, 2025, may retain this arrangement unless they move farther away.

Minimum Qualifications

• Three (3) years of experience in a leadership or supervisory role guiding, coaching, providing constructive feedback, and motivating others in a contact center setting. Leadership can include training staff, acting as a lead worker, and/or serving as a high-level subject matter expert of a complex program.
• Experience in tax administration or familiarity with Minnesota tax statutes.
• Proven success designing, implementing, and continuously improving training strategies, quality programs, and knowledge-management systems supporting large customer service teams.

Applicants who meet the above requirements will be further evaluated based on the following during the interview process:

• Background forming and maintaining cross-functional partnerships with IT, Policy, HR, Communications, and other internal stakeholders to align operations with agency priorities. Ability to foster an inclusive, respectful, harassment free workplace and manage sensitive employee relations issues.
• Communication skills, consensus-building, conflict-resolution, and stakeholder-management abilities needed to influence without authority across the organization
• Cultural competence and commitment to inclusion, psychological safety, and maintaining a respectful workplace.

Preferred Qualifications

• Demonstrated experience performing similar operational, training, quality assurance, or procedural leadership work within a Minnesota Department of Revenue contact center, with deep familiarity in DOR systems, workflows, and taxpayer service models.
• Advanced leadership experience developing and managing operational frameworks, organizational structures, and division-wide service delivery models.
• Experience using operational data, dashboards, and performance metrics to assess organizational effectiveness and drive improvements.
• Prior involvement interpreting legislative, regulatory, or policy changes and translating them into operational practices, procedures, and service delivery standards.
• Demonstrated ability to lead staff through complex change initiatives, new technologies, evolving service models, and shifting legislative or business requirements.
• Skilled in designing and enhancing reporting systems, ensuring data integrity, and recommending automation or improvements in operational analytics.
• Strong project management experience, especially leading multi-team or cross-division initiatives that improve customer service, training, or operational efficiency.

Physical Requirements

Requires occasional moving of articles such as boxes, accounting records, laptop computer, and portable printer.

Additional Requirements

As part of an offer of employment, a fingerprint-based background check will be conducted in accordance with IRS Publication 1075. This will include, but is not limited to, verification of degrees and licensures, state and federal criminal history checks, and a review of tax filing and payment history. All individual income tax filing and payment obligations must be current prior to interviewing for this position. Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status). The Department of Revenue is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. MDOR does not participate in E-Verify

Contact

If you have questions about this position, contact Allison Claeson at [e-mail] or 651-556-6771.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Allison Claeson at [e-mail].

If you need a reasonable accommodation for this interview and/or testing process, please contact the Department of Revenue ADA Coordinator at [e-mail].

About Revenue Department

The Minnesota Department of Revenue manages the state’s revenue system and administers tax laws. The department manages over 40 state and local taxes and collects $33 billion annually to fund essential services for Minnesotans.

Revenue is dedicated to an inclusive work environment that celebrates and values the diversity of each employee and reflects the communities we serve. We're committed to a culture of inclusion where everyone can bring their authentic selves to work and thrive.

We value work-life balance and support flexible work arrangements. While many of our employees can telework up to 50% of the time, we also offer a modern, state-of-the-art hybrid workspace at the Stassen Building in St. Paul for in-office collaboration. Whether you're in the office regularly or a few days each week, you'll find a welcoming environment designed to support productivity and connection.

Find out more about us on our website.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your Benefits May Include

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
• Fertility care, including IVF
• Diabetes care
• Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support To Help You Reach Your Career Goals

• Training, classes, and professional development
• Tuition reimbursement
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) For Work/life Support

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies

based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

Applicants With Disabilities

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email [e-mail] and let us know the support you need.