Working Title: Product Success and Operations Supervisor

Job Class: Human Services Supervisor 2

Agency: Human Services Dept

• Job ID : 84952

• Location : St. Paul

• Telework Eligible : Yes

• Full/Part Time : Full-Time

• Regular/Temporary : Limited

• Who May Apply : Open to all qualified job seekers

• Date Posted : 03/18/2025

• Closing Date : 03/31/2025

• Hiring Agency/Seniority Unit : Human Services Dept / DHS Central Office MMA

• Division/Unit : Department of Human Services (DHS) / Office of Inspector General (OIG) DSAI Prod Experience & Ops

• Work Shift/Work Hours : Day Shift / 8:00 a.m. - 4:30 p.m.

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $33.61 - $48.66 / hourly; $70,177 - $101,602 / annually

• Classified Status : Unclassified

• Bargaining Unit/Union : 216 - Middle Management Association/MMA

• End Date : 02/07/2026

• FLSA Status : Exempt - Executive

The Department of Human Services (DHS) is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DHS does not participate in E-Verify.

The work you'll do is more than just a job.

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.

*This position is Temporary Unclassified, approximately one year in duration.

* Telework (https://dhs.intranet.mn.gov/buildings-facilities/hybrid-telework/telework/index.jsp) (within Minnesota or neighboring States) and flexible hours options are available with a required in office meeting monthly. (within Minnesota or neighboring States) and flexible hours options are available with a required in office meeting monthly.

This position supervises one half of the Office of Inspector General’s (OIG) Product Success and Operations Unit in the Digital Services, Analytics, and Insights Division (DSAI), overseeing the less complex work of the unit involving simpler experience changes. The incumbent, guided by the higher-level unit supervisor, assists with the implementation of strategy, and leads a unit that enables user success and satisfaction through inquiry resolution and proactive development of knowledge articles and user supports, collects and utilizes product experience and user behavior data as a strategic asset to understand customer journey pain points, recommends improvements to optimize the user experience, conducts product quality assurance and user acceptance testing, and supports operations for the entire OIG Digital Services, Analytics, and Insights Division. The incumbent is a leader with a growth mindset passionate about leading a team to continually improve the end-to-end product experience and operations for our digital services. The incumbent is crucial to assure that our products meet and exceed customer expectations while also ensuring their team operates in an efficient and effective manner.

The incumbent will provide:

• Leadership and Team development: Provide direction and operational guidance and execution on less complex work to half of the DSAI Product Experience and Operations Unit.

• Manage the work and provide supervision and support to a team of product experience professionals to ensure the delivery of high-quality, user-centered product and operational support for the OIG Provider and Agency Hub product group.

• Product Experience Management: Develop and implement approaches to optimize omni channel product operations assuring scalability and efficiency through customer pain point identification and resolution, product quality assurance practices, feedback integration, user knowledge article development and curation, and performance metric development and monitoring for Department of Children Youth and Families and Department of Human Services, Office of Inspector General products on the Salesforce platform .

• DSAI Operations Management: Assist the Manager and higher-level supervisor in overseeing operations, partner management, and administrative, functions of the Digital Services, Analytics, and Insights Division.

• DSAI Project Management, Continuous Improvement, Strategy, and Innovation: Under the guidance of the higher-level supervisor and manager, assist in executing DSAI division-wide projects and continuous improvement, strategic planning, and innovation initiatives.

Minimum Qualifications

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

Demonstrated leadership experience*

*Leadership experience can include:

• Experience as a supervisor, lead worker, team lead, project lead;

• Completion of a State of Minnesota leadership program (e.g. ELI, L4);

• A paid/unpaid position leading a program or chairing a committee (e.g. ERG) - experience must include:

AND

Three (3) years of professional work experience in expertise in managing omni-channel product operations, customer experience management, and product lifecycle processes.

Experience must demonstrate the following:

• Analyze complex data, identify trends, and make data-driven decisions to enhance product experience and operational efficiency.

• Work directly with customers to resolve issues.

• Managed relationships across different stakeholder groups.

Preferred Qualifications

• Proficiency in using technology tools, SaaS products such as Salesforce, Qualtrics, Quantum Metric, Tableau, project management software, analytics platforms, and content management systems, to support operations and innovation.

• Familiarity with agile principles and frameworks (e.g., Scrum, Kanban) to foster a collaborative, iterative approach to product development.

• Understanding of quality assurance testing strategies, protocols, and best practices to ensure product reliability and performance.

• Knowledge of data governance practices, including privacy, security, and compliance with relevant laws and regulations.

• Ability to develop and implement strategies that prioritize customer satisfaction and optimize the overall product experience.

• Ability to foster cross-functional collaboration, working seamlessly with other units and stakeholders to achieve shared goals.

• Knowledge of project management methodologies and tools, including agile, to oversee complex projects from inception to completion.

• Variety of experiences working effectively with others from different backgrounds and cultures.

Additional Requirements

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

REFERENCE/BACKGROUND CHECKS - The Department of Human Services will conduct reference checks to verify job-related credentials and criminal background check prior to appointment.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.