Customer Support Assistant Director - Revenue Assistant Director 2

Working Title: Customer Support Assistant Director

Job Class: Revenue Assistant Director 2

• Job ID: 95859
• Location: St. Paul
• 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
• 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: Yes

Working Title: Customer Support Assistant DirectorJob Class: Revenue Assistant Director 2Agency: 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: 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

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 careers@state.mn.us and let us know the support you need.

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