Supervisor, Program Administrative, Sr

POSTING TYPE: Open Competitive
DEPARTMENT: Employment and Economic Assistance
HOURS: Full-time
SALARY GRADE: 109
PREFERRED 2026 HIRING RANGE: $82,337 - $102,921 annually
FULL 2026 SALARY RANGE:  $82,337 - $128,651 annually
LOCATION: West St. Paul, Flexible/Hybrid
UNION: HSSA
CLOSE DATE: 4:30 p.m. on 12/19/2025

What You Will Do

This position will lead our Customer Service Team (CST) and the daily operations of the Employment and Economic Assistance (EEA) lobby that serves an average of 140 walk-in clients a day.  This leadership position plays a critical role within EEA in maintaining high levels of customer service, efficient program delivery, internal and external risk management, and effective client communication.   This position supervises a team of staff that provide customer service supports to clients and assist in program operations across the department. 

This position is based at the Northern Service Center in West St Paul and requires a strong on-site presence to oversee operations and support staff in service delivery. 

• Bachelor's degree in business or related field and minimum of two year of administrative, management or supervisory office support experience with progressive levels of responsibility. 

• An equivalent combination of education and work experience to total 6 years.

• Experience with customer service operations in a high-volume setting
• Supervisory experience
• Contact center or call center operations experience
• Experience and/or interest in developing/maintaining Voice of the Customer methodologies
• Experience working with diverse communities and individuals experiencing difficult life situations

These examples do not include all possible tasks in this work and do not limit the assignment of related tasks in any position of this classification. Regular attendance according to the position's management approved work schedule is required for all positions.

1. Manage the daily activities and performance of the Customer Service Team, providing supervision and support to effectively manage workload.
2. Maintain and apply in-depth working knowledge of staff assignments, processes, and information systems that are utilized.
3. Assign and schedule work and staff training, approve absences, evaluate performance, monitor career development, and recommend the hiring, disciplinary actions and dismissal of staff.
4. Identify alternatives to existing methods of unit and department operations to increase productivity, increase the level of service, or decrease costs.
5. Manage projects and procedures relating to facilities management, space planning, risk management, information technology, telecommunications, records management, and support services.
6. Represent the department or County with other departments and outside agencies regarding program/office procedures and ensuring support for departmental objectives and county-wide issues.

• Knowledge of governmental organizations, administrative procedures, and operations.
• Knowledge and skill in research techniques, evaluation, and analysis.
• Advanced ability to evaluate information, prepare recommendations, and produce clear and accurate reports.
• Advanced ability to lead complex projects from start to finish and work both independently and as a member of a team to complete complex projects.
• Demonstrated ability to adjust to shifting priorities, ambiguous situations, demands, timelines, and customer needs.
• Significant capacity to communicate orally and in writing in a clear and concise manner.
• Advanced organizational ability and time management.
• Demonstrated ability to establish and maintain effective working relationships with colleagues, team, and senior management.

• Comprehensive and affordable medical, dental, vision, and other benefits.
• Excellent work-life balance.
• Generous paid time off (accrual rate starts at four weeks per year).
• Eleven paid holidays each year and one floating holiday.
• Pension with a generous employer contribution.
• Ability to work from home some of the time.

• You submit an online application that includes supplemental questions.
• We assign you a score based on your qualifications. 
• Top scoring candidates are referred to the hiring manager for interview consideration.
• We conduct interviews and reference checks before extending an offer.
• We extend an offer and conduct background checks.