Job Information
State of Michigan - Department of Treasury State Administrative Manager 15 in Lansing, Michigan
The City Income Tax Bureau (CITB) within the Michigan Department of Treasury is looking for a dynamic, data-driven leader to oversee one of our most critical operations - Customer Contact and City Tax Processing.
This isn't just a management role - it's an opportunity to run a business within the business.
What You'll Lead
You will oversee the day-to-day operations that directly impact taxpayer experience, operational performance, and city revenue, including:
- A high-volume customer contact center supporting taxpayers across Michigan cities
- End-to-end processing of city income tax returns, refunds, and adjustments
- A metrics-driven production environment, balancing speed, accuracy, and compliance
- A team of 30+ dedicated staff, including supervisors, analysts, and technicians
What Makes This Role Unique
This role sits at the intersection of:
- Customer experience ? ensuring taxpayers receive accurate, timely support
- Operational excellence ? managing production, inventory, and service levels
- Revenue impact ? supporting the processing and flow of tens of millions in city tax revenue
You'll partner closely with Compliance, Collections, Accounting, IT, and leadership teams to drive strategy, improve processes, and strengthen outcomes for Michigan cities.
What You'll Be Responsible For
- Leading daily operations to meet key performance metrics such as:
- Service levels (ASA, response times)
- Processing timeliness and accuracy
- Inventory and backlog management
- Driving continuous improvement through data, reporting, and process optimization
- Coaching and developing leaders and staff to build a high-performing, engaged team
- Aligning operations with broader strategic goals and system modernization efforts (MiMITS)
- Ensuring compliance with tax laws while delivering a strong taxpayer experience
Our Culture
At CITB, we are:
- Metrics-driven -- We use data to guide decisions and measure success
- Collaborative -- We partner across teams to solve problems and improve outcomes
- Service-focused -- We take pride in supporting taxpayers and strengthening cities
- Growth-oriented -- We invest in our people and encourage innovation
Our mission is simple: Fair, efficient, and innovative tax administration that strengthens Michigan cities.
Who We're Looking For
We're looking for a leader who:
- Thrives in a fast-paced, high-volume environment
- Is comfortable making decisions using data and performance metrics
- Can balance customer service, compliance, and operational demands
- Brings a positive, solutions-oriented mindset
- Has a passion for developing teams and driving results
- *Isn't afraid to get into the details when needed---whether to learn the work, support the team, or solve complex problems *
Why Join Us
Meaningful work that directly impacts local communities across Michigan
A leadership role with real operational and strategic influence
A team that values collabora