Salary: $35.28 - $52.61 Hourly
Location : Dimondale, MI
Job Type: Permanent Full Time
Remote Employment: Flexible/Hybrid
Job Number: 2701-26-20-71
Department: Treasury
Opening Date: 08/20/2026
Closing Date: 9/3/2026 11:59 PM Eastern
Bargaining Unit: NON-EXCLUSIVE REPRESENTED EMPLOYEE (NERE)

Job Description
The Tax Administration Services Bureau within the Michigan Department of Treasury is seeking a dynamic leader to manage the operations of its Individual Income Tax Customer Contact Section. Primary responsibilities of the Contact Center Section include:

• Ensuring the release of consistent, accurate tax information to the public from telephone inquiries, correspondence and web inquiries.
• Working closely with other divisions within Treasury.
• Identifying and coordinating training needs for 50+ dedicated staff.
• Direct oversight and leadership for multiple supervisors and analysts.
• Forecasting and establishing multiple production goals for contact center staff.

Our culture is driven by excellent customer service, continuous improvement, metrics, and employee growth. The Customer Contact Section is ready to grow and advance with a manager who has exceptional leadership skills, motivational and strategic planning abilities, high ethical standards, and who brings a positive attitude and approach to our team. If you possess these characteristics and enjoy working in a fast-paced, team-oriented environment that still offers a great work/life balance, we encourage you to apply!

Required Education and Experience
Education
Possession of a bachelor's degree in any major.

Experience

Please Note: A position is considered professional if the job requires a bachelor's degree. Qualifying 'professional experience' is only considered post bachelor's degree

Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.

Additional Requirements and Information
Please attach a cover letter, detailed resume, and a copy of your OFFICIAL college transcript(s) to your application (Failure to do so may result in your application being screened out.)

Official Transcripts. For our purposes, "official college transcripts" must contain the college/university name and address, the degree conferred, and date granted, coursework completed (especially if no degree granted), the Registrar's signature and/or seal, and must be recognized by the (CHEA). A scanned or electronic copy is acceptable, as long as it contains the elements listed above. Review more information regarding .

Foreign Transcripts. Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S. educational equivalents unless the degree has been recognized by . Go to evaluators for a list of accepted organizations that evaluate foreign credentials. Failure to provide this evaluation at the time of application may result in you being screened out of the process.

Work must be performed in the state of Michigan. To perform the duties and responsibilities of this position, all work must be performed in Michigan. If you currently reside outside of the State of Michigan, you must commute to Michigan to perform the responsibilities and duties of this position at your official work location.

Hybrid Remote Work. To perform the duties and responsibilities of this position, all work must be performed in Michigan. If you are a State of Michigan resident, this position is eligible to work remotely on Mondays, Thursdays, and Fridays, and must work onsite Tuesdays and Wednesdays. Additional onsite work may be required. Additionally, the selected candidate must have a secure, safe and appropriate designated workspace that allows privacy and prevents distractions while performing the duties of this position, as well as secure and sufficient internet access of commercial cable or wireless broadband with minimum speeds of 25 Mbps download and 5 Mbps upload. Remote work arrangements are subject to management approval and may be adjusted or discontinued at any time. Please note that remote work is not available if you reside outside of the State of Michigan.

Interviews. Interviews may occur virtually using Microsoft Teams. No prior experience with Teams is necessary, as instructions and tips will be provided to all candidates scheduled for an interview.
Fingerprinting. This position has a FTINPRINT sub-class code. The sub-class code indicates the position has access to Federal Tax Information (FTI) and requires passing of a fingerprint-based background check per IRS Publication 1075.

View the entire job specification at:
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact the for the agency that posted this position vacancy.
01

DEPTMGR - Do you possess one of the following?A bachelor's degree or higher in any major. If so, please attach a copy of your official college transcripts; ORat least one year of professional experience in the state of Michigan classified service.

• Yes
• No

02

DEPTMGR2-4 - Do you possess at least four years of professional experience?

• Yes
• No

03

Do you have experience leading teams or groups towards completion of a goal?

• Yes
• No

04

If you indicated you have experience in the previous question, describe your experience. Please include at least one example, the goal and your involvement in reaching it. If you do not have this experience, please enter N/A.
05

Do you have experience in call center operations or management?

• Yes
• No

06

If you indicated you have experience in the previous question, describe your experience. Please include your years of experience and all call center relevant software you used to complete your responsibilities. If you do not have this experience, please enter N/A.
07

Do you have experience with the following? (Check all that apply.)

• Coaching and developing staff
• Identifying staff development and training needs
• Overseeing performance management activities
• None of the above

08

Describe your experience pertaining to the boxes selected in the previous question, including your years of experience for each. If you do not have this experience, please enter N/A.
09

Do you have experience with the following? (Check all that apply.)

• Analyzing operational metrics and work processes
• Recommending and implementing modifications to work processes and procedures based on metric analysis
• Evaluating updated processes and implementing continuous improvements and quality assurance initiatives
• None of the above

10

Describe your experience pertaining to the boxes selected in the previous question, including your years of experience for each. If you do not have this experience, please enter N/A.
11

How many years of experience do you have developing communication, or communicating directly, with internal and external stakeholders?

• None
• Less than one year
• One to three years
• Three to five years
• Five years or more

12

If you indicated you have experience in the previous question, describe your experience. How did you ensure that your message was received and understood? If you do not have this experience, please enter N/A.
13

How many years of experience do you have overseeing projects while leading and motivating team members?

• None
• Less than one year
• One to three years
• Three to five years
• Five years or more

14

If you indicated you have experience in the previous question, describe your experience. If you do not have this experience, please enter N/A.
15

Please respond to the following and include as an attachment to your application: Describe what you believe constitutes exceptional customer service. How have you demonstrated this commitment to customer service excellence in your work experience? Please indicate if you have attached your response to your application.

• Y