Customer Support Operations Manager - State Program Administrator Manager

Customer Support Operations Manager

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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at View phone number on click.appcast.io or email View email address on click.appcast.io. Please indicate what assistance is needed.