Director of Customer Service

Working Title:
Customer Support Director - Revenue Tax System Dir 3

Job Class:
Revenue Tax System Director 3

Agency:
Revenue Dept

• Job : 92182
• Location
  :
  St. Paul
• Full/Part Time
  :
  Full-Time
• Regular/Temporary
  :
  Unlimited
• Who May Apply
  :
  Open to all qualified job seekers
• Date Posted
  : 02/20/2026
• Closing Date
  : 03/12/2026
• Hiring Agency/Seniority Unit
  :
  Revenue Dept / Revenue-Managerial
• Work Shift/Work Hours
  :
  Day Shift
• Days of Work
  :
  Monday - Friday
• Travel Required
  :
  No
• Salary Range: $50.25 - $71.95 / hourly; $104,922 - $150,231 / annually
• Classified Status
  :
  Classified
• Bargaining Unit/Union
  : 220 - Manager/Unrep
• FLSA Status
  :
  Exempt - Executive
• Designated in Connect 700 Program for Applicants with Disabilities
  :
  Yes

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.

Are you ready to lead a new division that will shape the customer experience for millions of Minnesotans? As the Customer Support Director at the Minnesota Department of Revenue, you will oversee a dynamic team responsible for delivering exceptional service across multiple channels—phone, email, chat, and in‑person interactions.

This is your opportunity to transform taxpayer engagement by leveraging data‑driven insights, cutting‑edge technology, and innovative strategies to make compliance easier and more efficient for Minnesota’s diverse population.

In this role, you’ll set the vision for customer support operations, manage the agency’s main phone contact center, and collaborate with internal and external stakeholders—from legislators to tax professionals—to improve service delivery statewide. You’ll lead initiatives that reduce taxpayer pain points, enhance self‑service options, and ensure timely, accurate assistance during peak tax seasons.

If you thrive in a fast‑paced environment, excel at strategic planning, and are passionate about creating better government through exceptional customer experiences, this position is for you.

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.

• Four (4) years
  * of professional leadership experience managing large teams and complex operations.
• Professional experience related to customer support and contact center best practices.
• Experience in tax administration or familiarity with Minnesota tax statutes.
• Demonstrated ability to develop and implement strategic plans and performance metrics.
• Extensive experience with budgeting and resource allocation.
• Ability to analyze data and make informed decisions under ambiguity.
• Knowledge of performance management practices.
• Cultural competence and ability to serve diverse populations effectively.
• Excellent oral and written communication skills.

* Bachelor’s degree may substitute for one (1) year of experience;
Master’s degree may substitute for 18 months of experience;
Doctorate degree may substitute for two (2) years of experience.

• Background in legislative processes, including bill analysis and fiscal notes.
• Expertise in contact center technologies and operational dashboards.
• Advanced skills in change management and organizational development.
• Experience leading cross‑functional teams and statewide initiatives.
• Ability to represent the agency in high‑level meetings and testify before legislative bodies.

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