Assistant Director Customer Experience Services

Indianapolis, IN, United States

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Requisition ID:  445432

Location:  Indianapolis, US, 46204

Work for Indiana Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role.

About the Indiana Department of Revenue (DOR):

The Indiana Department of Revenue team has over 700 staff members from 13 locations across Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and tax program participants to administer Indiana's tax laws. DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws fairly, securely, and efficiently.

DOR holds the Top Workplaces USA award for employee engagement and satisfaction. This is the third consecutive year for national recognition and the fifth year for regional recognition.

This position traditionally starts at an annual salary of $75,010. Salary for this position may be commensurate with education and job experience.

Role Overview:

The Assistant Director of Customer Experience Services is instrumental in the transformation and continuous improvement of customer experience and satisfaction. You will orchestrate and design various customer support initiatives with primary oversight of the customer care center. You will develop competencies, expectations, and outcomes for customer support and plan for continuous quality improvements. You will deliver initiatives that improve services for phone-in and in-person support, necessitating the ability to hire, train, and monitor staff for first-call resolutions.

Demonstrated experience with launching a new department and developing a strategic plan for operational change is highly preferred.

Key outcomes for this role are:

Establish service operations strategies, goals, and initiatives for direct-service operations.

Work cross-functionally with Service Operations to align first-response operational initiatives that lead to best-in-class service.

Lead, mentor, and develop staff using a supportive and collaborative approach, including assigning accountabilities, setting objectives, establishing priorities, and monitoring results.

Maintain compliance with state and federal statutes/regulations and DOR policies.

Provide effective and inspiring leadership by being actively involved in all operations and services.

A Day in the Life: The essential functions of this role are as follows:

Facilitate initiatives that improve customer care and call center service delivery.

Collaborate with department directors to develop, implement, and assess initiatives to improve frontline services.

Collect and analyze production metrics to support continuous assessment of, and improvements to, service delivery.

Develop short- and long-term strategies to foster compliance and cost-efficient service delivery.

Evaluate accomplishments toward established goals and adjust goals, methods, or procedures as needed.

Represent the director at public meetings and task forces.

Provide necessary support for managers by mentoring in new employee onboarding, staff training, and continuous process improvements.

Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.

Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees.

Monitor service quality and develop processes for service improvements.

Create an environment of strategic continuous improvement.

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

What You'll Need for Success:

You must meet the following requirements to be considered for employment:

5 years of experience in a call center with strategic management.

Demonstrated ability to develop, organize, and implement quality assurance and customer satisfaction programs in a large-scale service environment.

Capacity to identify and gain support from divisional change leaders.

Ability to approach unique challenges by generating a wide range of solutions that lead to substantial innovations in service delivery.

Ability to create, maintain, and improve the culture of teamwork, excellent customer service, and cost-effective use of the State’s resources.

Demonstrated ability to identify, collect, and interpret data for strategic improvements.

Demonstrated ability to interface at the highest levels of the organization and maintain effective working relationships with fellow agency employees.

Exceptional communication skills.

Able to coordinate and manage multiple projects at one time.

Ability to delegate, set clear direction, and manage workflow, incorporating feedback, guidance, coaching, and skill development.

Strong financial management skills.

Experience with data analytics.

Supervisory Responsibilities/Direct Reports: This role may provide direct supervision for one or more staff members.

Benefits of Employment with the State of Indiana: The State of Indiana offers a comprehensive benefits package for full-time employees which includes:

Three (3) medical plan options (including RX coverage) as well as vision and dental plans

Wellness Rewards Program: Complete wellness activities to earn gift card rewards

Health savings account, which includes bi-weekly state contribution

Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities

Deferred compensation 457B account (similar to 401k plan) with employer match

Two (2) fully-funded pension plan options

A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid new parent leave

Up to 15 hours of paid community service leave

Combined 180 hours of paid vacation, personal, and sick leave time off

12 paid holidays, 14 on election years

Education Reimbursement Program

Group life insurance

Employee assistance program that allows for covered behavioral health visits

Qualified employer for the Public Service Loan Forgiveness Program

Free Parking for most positions

Free LinkedIn Learning access

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.

If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected] .

The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.

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