Salary : $101,774.40 - $165,152.00 Annually
Location : Heywood Office and Operations Facility, Minneapolis, MN
Job Type: Full-Time
Job Number:
Division: Metro Transit
Department: Transit Info
Opening Date: 07/16/2026
Closing Date: 7/31/2026 11:59 PM Central

How your work would contribute to our organization and the Twin Cities region:

The Manager, Customer Support Center position leads contact center operations for the Customer Experience department. This position develops and oversees business processes and procedures to enable effective customer issue resolution, trip planning, and feedback documentation. This role involves planning and delegating work effectively, fostering staff development, overseeing high-priority projects, and creating effective performance measures to ensure the highest levels of customer satisfaction. They effectively bridge the gap between customers and Metro Transit by ensuring customer feedback is documented and available to improve processes and the customer experience. They are also responsible for strategic planning and roadmap development for the Customer Support Center and work to align goals and priorities with larger department and agency goals.

This position is eligible for a hybrid (remote and in-office) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.
What you would do in this job

• Effectively manage and lead the operations of the Customer Support Center.
• Develop and maintain performance standards and ensure alignment with Customer Experience department and agency goals.
• Ensure compliance with Council policies and procedures.
• Develop and implement strategies, roadmap, and strategic plan for the Customer Support Center.
• Manage high-priority Customer Support Center projects.
• Collaborate and engage stakeholders across Metro Transit.
• Create and maintain inclusive workplace culture.

What education and experience are required for this job (minimum qualifications)

Any of the following combinations of experience in a Contact Center environment, customer service, project management, change management, data/systems, or operations and completed education in communications, business administration, planning or a related field:

• A high school diploma/GED with ten (10) years of experience, including three (3) years of management, supervisory, or lead experience.
• An associate degree with eight (8) years of experience, including three (3) years of management, supervisory, or lead experience.
• A bachelor's degree or higher with six (6) years of experience, including three (3) years of management, supervisory, or lead experience.

*Metropolitan Council Employees Only: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

Metro Transit Leadership Academy = 1 year
Project Management Development Program (12-month session) = 1 year
Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.

• Leading Self-Personal Effectiveness Certificate
• Leading Self-Communication Certificate
• Leading Self-Business Skills Certificate
• Leading Others-Preparing for Supervisor Certificate

What additional skills and experience would be helpful in this job (desired qualifications):

• Ability to think strategically and develop strategic planning documents.
• Skilled communicator across a variety of channels and a range of audiences.
• Knowledge of Project Management methodologies and practices.
• Skills in performance management. Ability to set performance measurements and metrics.
• Experience promoting an equitable, positive, respectful work environment that values diversity among all employees.

What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of effective communication processes and practices
• Knowledge of regional transit system
• Knowledge of transit Information tools, systems, and activities
• Knowledge of process improvement methodology
• Knowledge of project Management methodology
• Skills in data analysis
• Skills in Microsoft office suite
• Skills in ability to manage more than one task at a time and prioritize workload
• Skills in effective written and verbal communication
• Skills in team building
• Skills in performance management
• Ability to effectively communicate with front-line employees and senior leadership
• Ability to prepare and manage projects
• Ability to think strategically and develop strategic plan
• Ability to monitor and evaluate performance of staff, systems, and data
• Ability to coach and evaluate staff performance

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us!
Additional information

Union/Grade: Transit Managers & Supervisors Association (TMSA) / Grade J
FLSA Status: Exempt
Safety Sensitive: No

What your work environment would be:
Work is performed in a standard office setting with periodic travel to other work sites.

What steps the recruitment process involves:

1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.

Once you have successfully completed the steps above, then:

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:

• Guaranteed monthly retirement income through Minnesota State Retirement System pension fund
• Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan
• Two or more medical plans from which to choose, with employer contribution towards premiums over 80%
• Dental insurance, life insurance and vision insurance

The following benefits are provided to all employees as part of working for the Council. You will have access to free:

• Well@Work clinic
• bus/rail pass valued at over $1200 per year
• parking at many job locations
• fitness centers at many job locations
• Employee Assistance Program
• extensive health and wellness programs and resources

01

Applicant Instructions: It is important that your application shows all relevant education and experience you possess. The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely, and please do not type "see resume." Otherwise, your application will be considered incomplete, and you will not receive further consideration for this position. The experience you indicate in your responses should also be consistent with the Work History section of this application. If you attach a resume and/or cover letter to your application, it will be reviewed at the education and experience review step.I have read and understand the above instructions regarding my application and supplemental questions.

• Yes
• No

02

How did you first hear about this job opening?

• CareerForce Center
• Community Event/Organization
• Employee Referral
• Facebook
• Glassdoor
• Indeed
• Job Fair
• LinkedIn
• Metro Transit Bus Advertisement
• X (formerly known as Twitter)
• Website: governmentjobs.com
• Website: metrocouncil.org
• Website: metrotransit.org
• Website: minnesotajobnetwork.com
• Other

03

If you selected 'Other', please describe where you first heard about this job. if you selected 'Employee Referral' please enter the employee's first and last name, ID number (if known), and job title.Type N/A if not applicable.
04

Please select the option below that reflects your education and experience level.

• Bachelor's degree or higher in communications, business administration, planning, or a related field and six (6) years of experience including three (3) years of management, supervisory or lead experience.
• Associate's degree in communications, business administration, planning, or a related field and eight (8) years of experience including three (3) years of management, supervisory or lead experience.
• High school diploma or GED and ten (10) years of experience including three (3) years of management, supervisory or lead experience.
• None of the above.

05

Please describe your management, supervisory, or lead experience. In your response include how long you held the position(s) and duties performed. If this doesn't apply to you, please type N/A.
06

Please describe your experience working in a Contact Center environment, including any experience resolving customer cases and issues. If this doesn't apply to you, please type N/A.
07

Please describe your experience developing goals and objectives for staff that align with enterprise-wide goals, including how you measure staff performance, and any experience developing roadmaps and/or strategic plans. If this doesn't apply to you, please type N/A.
08

Please describe your experience leading projects including your role(s), how you developed and managed project scope, and the outcome. If this doesn't apply to you, please type N/A.
09

Please describe your experience managing people through change, including the strategies used to communicate changes across a variety of channels to a range of audiences, as well as the impact. If this doesn't apply to you, please type N/A.
10

Please describe your experience promoting an equitable, positive, respectful work environment that values diversity among all employees. If this doesn't apply to you, please type N/A.
11

The Metropolitan Council recognizes that Artificial Intelligence (AI) and generative tools are increasingly used in application processes. While the Council permits the use of AI to assist in the preparation of application materials, all applicants must certify the following statement:

• I affirm that all information provided in my application including any uploaded documentation is true and accurate. I further affirm that I have personally reviewed, verified, and approved all content, including any content generated with the assistance of AI. I will provide all interview responses directly and in real-time without unauthorized assistance. I will not use AI avatars, external assistance in answering including computer-generated suggestions, or any recording and transcription tools during the interview process unless I have received prior approval from Human Resources for a disability-related reasonab