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.
More details on benefits for our new hires are below:

Rewarding Work: State of Michigan jobs allow you to serve Michiganders in many different ways depending on your interests and skills. Help preserve and protect our environment and the public health; enforce state laws and regulations; advocate for children, families, and victims of discrimination; support our state's military and veterans; rebuild our state's infrastructure; or support other state agencies through our fiscal, IT, and HR systems.

Insurance Benefits: The State of Michigan offers health, mental health, dental, and vision insurance to eligible career employees, their spouses, and their children. The state also covers a life-insurance benefit of two times employees' annual salary (up to $200,000). The state also offers long-term-disability insurance that can provide continuing benefits if an injury or illness prevents employees from working. More information is available at www.mi.gov/employeebenefits.

Retirement Programs: The State of Michigan offers 401(k) and 457 plans for new hires to save for retirement. The state will automatically contribute an amount equal to 4% of your pay to a 401(k) account. The state will also match up to 5% of your pay if you contribute to your 401(k) account. Your contributions vest immediately, and the state's contributions fully vest after just 4 years. More information is available at http://www.mi.gov/orsstatedc.

Vacation and Sick Leave: Eligible full-time employees receive between 15 and 35 personal days and 13 sick days per year that may be rolled over to the following year if not used. Eligible employees also receive an additional day each year for community service or school functions.

Paid Parental Leave: Eligible employees can take 12 weeks of paid leave immediately after a birth or adoption to allow needed time together at home with a new child.

Paid Holidays: Eligible employees receive 13 or 14 paid holidays each year including New Year's Eve and Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, the Fourth of July, Labor Day, Election Day, Veterans Day, Thanksgiving, Thanksgiving Friday, Christmas Eve and Day.

Bonus Programs: Eligible employees with five years of service also receive annual longevity bonuses that grow as seniority increases. Some positions also may qualify for recruitment, retention, and performance bonuses or other special pay premiums.

Military Pay Differential: Employees in the guard or reserves may also qualify for supplemental pay benefits if miliary pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate eligibility for longevity bonuses and additional personal leave accrual.

Tax-Advantaged Programs: In addition to 401(k) and 457 retirement accounts, the state also offers flexible spending account (FSA), health savings account (HSA), and qualified transportation fringe benefit (QTFB) programs that can help you save money by reducing your taxable income.

Student Loan Forgiveness: Working for the State of Michigan may allow you to participate in programs that forgive the balance of qualifying student loans. Please view Student Loan Information to help determine if you could qualify is available from the U.S. Department of Education.

Tuition Reduction: Some colleges and universities offer savings to eligible employees and family members to further their education while working for the State of Michigan.

Professional Development: To help develop your career, programs are available to apply for reimbursement of up to $2,000 a year for education and training for college course credits and non-degree programs.

Alternative and Remote Work Schedules: Depending on the nature of their duties, many state jobs offer flexible work schedules and remote or hybrid telecommuting options that can help obtain the work-life balance that you seek.

Great Lakes and Great Times: Michigan boasts four Great Lakes, 11,000 inland lakes, 36,000 miles of rivers and streams, 20 million acres of forests, 100 state and national parks and recreation areas, 1,300 miles of bike trails, 6,500 miles of snowmobile trails, the second-most ski areas in the nation, 650 public golf courses, 600 campgrounds, and an international dark-sky park-just for starters. Our cities offer concerts and cultural events, storied sports teams, education hubs, vibrant downtowns, one-of-a-kind craft beverages, and renowned restaurants for every appetite. From urban centers to beach towns to the great outdoors, the opportunities are endless. With your state salary and benefits and Michigan's affordable cost of living, you can explore all that Michigan has to offer.

Updated: 2/28/24
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