Unemployment Insurance Program Manager - Employment and Economic Development Specialist Program Manager

Working Title: Unemployment Insurance Program Manager Job Class: Employment & Economic Development Special Program Manager Agency: Department of Employment and Economic Development Job ID: 95703 Location: St. Paul Telework Eligible: Yes, may be eligible for some telework Full/Part Time: Full-Time Regular/Temporary: Unlimited Who May Apply: Open to all qualified job seekers Date Posted: 07/23/2026 Closing Date: 08/12/2026 Hiring Agency/Seniority Unit: Department of Employment and Economic Development / Managerial Division/Unit: Unemployment Insurance Work Shift/Work Hours: Day Shift, 8:00AM to 4:30PM Days of Work: Monday - Friday Travel Required: No Salary Range: $41.58 - $60.10 / hourly; $86,819 - $125,488 / annually Classified Status: Classified Bargaining Unit/Union: 220 - Manager / Unrepresented FLSA Status: Exempt - Executive Designated in Connect 700 Program for Applicants with Disabilities: Yes 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. The purpose of the Unemployment Insurance (UI) Program Manager role is to plan, manage and maintain the core business process of the UI Program. The UI Program Manager provides direction and operational leadership to supervisors across the UI Program regarding customer service interactions and business processes, working with other program teams as necessary to meet the needs of both applicant and employer customers. Key Responsibilities Overseeing the monitoring of all customer service interactions to ensure that supervisors provide staff with appropriate information and guidance to deliver quality phone interactions. Collaborating with the director and other members of program leadership to establish staff goals, priorities, and objectives. Establishing a standard ongoing measurement and observation plan to track employees, as well as establishing a formal performance exchange that results in ongoing coaching and feedback to employees. Managing business process development to improve quality, consistency and efficiency across the call center. Managing the analysis and planning for staffing needs including allocation of staff resources across the UI Program. This position will be based out of the St. Paul office. This position is telework eligible. Staff are provided with the tools and equipment to be successful in a virtual work environment. Please note, the telework policy could change with notice based on business needs. This posting may be used to fill multiple positions. Minimum Qualifications 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. Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position. Four (4) years of supervisory or team lead experience in an Unemployment Insurance program or other eligibility-based public assistance program. Applicants that meet the above minimum qualification will be further evaluated on the following: Experience working in a large union call center environment. Experience developing and delivering new hire training as well as on-the-job training in a fast-paced operational setting. Experience implementing strategies to improve consistency and quality of customer service interactions within an eligibility-based program. Experience managing teams, workflows, and customer service operations. Experience translating complex policy, regulatory, or procedural content into clear, accessible materials for staff. Preferred Qualifications Experience governing laws and regulations, procedures, and system tools of the Minnesota Unemployment Insurance Program. Experience creating content and facilitating team meetings that energize and engage staff. Experience reporting features of contact center phone applications sufficient to create and analyze data. Ability to understand and apply the Unemployment Insurance business model. Ability to communicate and facilitate conflict resolution. Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experience working effectively with others from different backgrounds and cultures. Additional Requirements A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components: Criminal Background Check Employment Records Check (current and former State employees only) Employment Reference Check Conflict of Interest Review Driver's License and Records Check The Minnesota Department of Employment and Economic development will not sponsor applicants for work visas. All applicants must be legally authorized to work in the U.S. How To Apply Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email [email protected]. For additional information about the application process, go to http://www.mn.gov/careers. Connect 700 Program To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Talent Acquisition at [email protected]. Veterans To be considered with Veteran's Status, you MUST indicate this on your application and submit a copy of your DD-214 form and other required documentation to [email protected] by the closing date. Recently Separated Veterans (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. Certain Disabled Veterans: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis. See the above links for criteria and eligibility. Current State Employees Please apply via Self Service. If eligible for bidding or expression of interest: This vacancy will be open for bids/expression of interest and all qualified applicants simultaneously. Current employees of DEED who are currently in the same classification, who are eligible, and apply within the seven (7) day period will be considered prior to filling the position by other means. Contact If you have questions about this position, contact Nellie Saunders at [email protected]. Working together to improve the state we love. What do Minnesota's State employees have in common? A sense of purpose in their work Connection with their coworkers and communities Opportunities for personal and professional growth Benefits As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well. Your Benefits May Include Paid vacation and sick leave 12 paid holidays each year Low-cost medical, dental, vision, and prescription drug plans Fertility care, including IVF Diabetes care Dental and orthodontic care for adults and children 6 weeks paid leave for parents of newborn or newly adopted children Pension plan that provides income when you retire (after working at least three years) Employer paid life insurance to provide support for your family in the event of death Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury Tax-free expense accounts for health, dental, and dependent care Resources that provide support and promote physical, emotional, social, and financial well-being Support To Help You Reach Your Career Goals Training, classes, and professional development Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov) Employee Assistance Program (EAP) For Work/life Support A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota. EQUAL OPPORTUNITY EMPLOYERS Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law. Applicants With Disabilities Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email [email protected] and let us know the support you need. The Department of Employment and Economic Development is an equal opportunity, affirmative action, and veteran-friendly employer, and encourages all qualified candidates to apply for job opportunities. If you are an individual with a disability who needs assistance or cannot access the online job application and search tools, please contact Karen Lilledahl at [email protected]. Please indicate what assistance is needed.

The role involves planning and managing the core business processes of the Unemployment Insurance Program, providing operational leadership to supervisors. Key duties include overseeing customer service interactions, establishing performance measurement plans, and managing staffing needs and business process development.

Applicants must have four years of supervisory or team lead experience in an Unemployment Insurance or eligibility-based public assistance program. Preferred candidates possess experience in large union call centers, training delivery, and managing complex regulatory content.

• Paid vacation • Paid sick leave • 12 paid holidays • Low-cost medical insurance • Dental insurance • Vision insurance • Prescription drug plans • Fertility care • IVF • Diabetes care • Dental and orthodontic care • 6 weeks paid leave for parents • Pension plan • Employer paid life insurance • Short-term disability insurance • Long-term disability insurance • Tax-free expense accounts • Training and professional development • Federal Public Service Loan Forgiveness Program • Employee Assistance Program

Identified from the job description. Confirm important requirements above.

• Supervisory Experience
• Team Leadership
• Unemployment Insurance Program Management
• Customer Service Management
• Business Process Development
• Staffing Analysis
• Performance Coaching
• Call Center Operations
• Training and Development
• Conflict Resolution
• Data Analysis
• Policy Implementation
• Regulatory Compliance
• Workflow Management

Minimum experience

5+ years

Apply by

Aug 22, 2026