Deputy Director - Mayor's Action Center

City of Indianapolis & Marion County; Indianapolis (IN); On-site; USD 120,000 - 170,000; Full time

Job summary

City of Indianapolis & Marion County's Mayor's Action Center seeks a strategic leader to unite operations, technology, data management, service standards, and cross-department coordination into one accountable function. This role drives automation, self-service expansion, and performance reporting to improve resident experiences and position MAC for future 311 system development.

The position partners with City leadership to deliver results in a modern service center environment, empowering

Qualifications

• Bachelor's degree in Public Administration, Finance, Accounting, Business, Economics, or related field.
• Proficiency in financial analysis tools, including Microsoft Excel.
• At least one year of full-time professional work experience relating to budgeting, finances, grants, contract development, contract management, accounts payable, purchasing, or related work.

Responsibilities

• Lead daily operations, long-term planning, and strategic development of the Mayor's Action Center.
• Oversee supervisors and provide leadership to a team of Customer Service Representatives responsible for high-volume resident service interactions.
• Serve as the senior operational and systems lead for the Salesforce-based CRM, Webex, and Microsoft Office tools.
• Identify, implement, and evaluate automation and workflow improvements that reduce manual effort, increase accuracy, and improve response times.
• Maintain and update Service Level Agreements while coordinating with departments to ensure clear expectations and consistent service delivery.
• Oversee call routing, content accuracy, and quality assurance for MAC-related systems and platforms, including RequestIndy.
• Manage system reporting, data integrity, and performance analytics, communicating findings to leadership and partner agencies.
• Collaborate with city-county enterprise technology partners while ensuring solutions are aligned with resident service needs and operational realities.
• Support workforce development, training, coaching, and performance evaluation for staff at all levels.
• Provide recommendations, strategies, and operational insights to City leadership to strengthen resident service outcomes.

Skills

Leadership

Strategic Planning

Customer Service Management

Education

Bachelor's degree in Public Administration, Finance, Accounting, Business, Economics, or related field

Tools

Microsoft Excel

Salesforce

Webex

Microsoft Office

Job description

Agency Summary

The Mayor's Action Center (MAC) serves as the primary point of contact for Indianapolis and Marion County residents seeking services, information, and issue resolution. As the front door to city government, the MAC plays a critical role in shaping public perception and ensuring residents experience responsive, accurate, and efficient service. The agency integrates operations, technology, data, and customer service to support departments across the enterprise and to strengthen the City's overall service delivery ecosystem.

Job Summary

This role provides strategic leadership for the Mayor's Action Center by uniting operations, technology, data management, service standards, and cross-department coordination into one cohesive and accountable function. This position ensures that the MAC continues to evolve beyond a traditional call center model and operates as a modern service center equipped with efficient workflows, reliable data, and user-focused tools. The role leads innovation in areas such as automation, self-service expansion, and performance reporting to improve the experience residents and departments encounter when engaging with city services. The position also ensures the MAC is positioned to support the long-term development of a comprehensive 311 system.

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

• Lead daily operations, long-term planning, and strategic development of the Mayor's Action Center.
• Oversee supervisors and provide leadership to a team of Customer Service Representatives responsible for high-volume resident service interactions.
• Serve as the senior operational and systems lead for the Salesforce-based CRM, Webex, and Microsoft Office tools.
• Identify, implement, and evaluate automation and workflow improvements that reduce manual effort, increase accuracy, and improve response times.
• Maintain and update Service Level Agreements while coordinating closely with departments to ensure clear expectations and consistent service delivery.
• Oversee call routing, content accuracy, and quality assurance for all MAC-related systems and platforms, including RequestIndy.
• Manage system reporting, data integrity, and performance analytics, communicating findings to leadership and partner agencies.
• Collaborate with city-county enterprise technology partners while ensuring solutions are aligned with resident service needs and operational realities.
• Support workforce development, training, coaching, and performance evaluation for staff at all levels.
• Provide recommendations, strategies, and operational insights to City leadership to strengthen resident service outcomes.

Bachelor's Degree in Public Administration, Finance, Accounting, Business, Economics, or a related field. Proficiency in financial analysis tools, including Microsoft Excel. At least one year of full-time professional work experience relating to budgeting, finances, grants, contract development, contract management, accounts payable, purchasing, or other relevant work.

Preferred Job Requirements and Qualifications

Three or more years of experience as a financial professional. Prior professional experience in government or non-profit employment.

Essential functions are regularly performed in an office setting without exposure to adverse environmental conditions.

Physical Conditions

1. Sitting at a desk the majority of the day
2. Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10) pounds
3. Tasks may involve extended periods of time at keyboard or workstation
4. Tasks require the ability to perceive and hear sounds and see visual cues or signals
5. Tasks require the ability to communicate orally