Working Title: Customer Support Assistant Director
Job Class: Revenue Assistant Director 2
Agency: Revenue Department
Job ID : 95859
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 : 07/31/2026
Closing Date : 08/20/2026
Hiring Agency/Seniority Unit : Revenue Department / Revenue-Managerial
Division/Unit : Customer Support / Customer Support Division 1
Work Shift/Work Hours : Day Shift
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $48.21 - $69.21 / hourly; $100,662 - $144,510 / annually
Classified Status : Classified
Bargaining Unit/Union : 220 - Manager/Unrep
FLSA Status : Exempt - Executive
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : 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 Minnesota Department of Revenue is seeking a strategic, innovative, and service-driven Assistant Director to help lead the agency's primary customer service operations. In this high-impact role, you will work side-by-side with the Division Director to provide leadership, management, and operational oversight for the division responsible for call centers, taxpayer assistance, written correspondence, customer outreach, and statewide taxpayer experience initiatives.
This position helps shape customer experience policies, manage cross-functional service strategies, and ensures taxpayers receive accurate, timely information to understand and meet their tax obligations. You will play a central role in modernizing customer service delivery, improving operational effectiveness, and coordinating with divisions across the agency to ensure consistency and quality in taxpayer communications.
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
Four (4) years* of professional leadership experience managing large teams and complex operations.
One (1) year of experience in tax administration.
Experience developing or implementing operational policies, procedures, or process improvements in a contact center setting.
Applicants who meet the above requirements will be further evaluated based on the following during the interview process:
Ability to use customer feedback, performance data, and quality insights to drive service improvements and workflow enhancements.
Ability to foster an inclusive, respectful, harassment free workplace and manage sensitive employee relations issues.
Analytical skills for reviewing performance data, assessing resource needs, and planning budget or staffing allocations.
Capacity to anticipate impacts of policy, technology, and customer behavior changes and adjust division strategies accordingly.
Preferred Qualifications
Experience leading large, diverse teams in a high-volume customer service or public sector environment, including supervisors and managers.
Demonstrated success guiding organizations through major change initiatives, technology upgrades, or transformation of service delivery models.
Strong understanding of tax policy, legislation, and administrative procedures, particularly related to taxpayer communication and compliance.
Experience evaluating legislative proposals for operational impacts and communicating implications to policymakers or leadership.
Experience developing workforce strategies, coaching leaders, and building strong supervisory teams.
Experience managing or overseeing call center systems, service technology platforms, and operational dashboards at the Minnesota Department of Revenue.
Proven ability to resolve complex customer service, operational, or administrative challenges with creativity and sound decision making.
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 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.
