Deputy Director, Public Service Operations & Innovation

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

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