Deputy Director - Mayor's Action Center

Deputy Director - Mayors Action Center

Salary

$91,561.60 Annually

Location

City County Building, IN

Job Type

Full Time

Job Number

10044

Department

Office of the Mayor

Opening Date

09/24/2026

Closing Date

10/24/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Overview

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.

Position 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 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.

Qualifications

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.

If your qualifications meet the requirements of the posted position, your application will be referred to the hiring agency. Once the agency receives your application, all further communication during the interview and selection process will be handled directly BY THE AGENCY. It is IMPERATIVE that you record the contact information of the individual who is scheduling your interview. City-County HR will not have access to this information, is not involved in the interview or selection process, and can only confirm whether an application has been referred. After selection of the successful candidate, an official offer of employment will be made by HR.

Working Conditions

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

Physical Conditions

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

All rates are bi-weekly.

2026 Rate Sheet - To view our rate sheet, please copy and paste this link into your web browser: https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:67382b58-4d1a-4519-89d7-8453f91e19a1

Life Insurance Employee Only (rates per $1,000 per month):

Basic: Employer Paid

Optional Life Insurance Employee Only (rates per $1,000 per month)

Additional:

<25-29 $0.058

30-34 $0.083

35-39 $0.099

40-44 $0.132

45-49 $0.223

50-54 $0.363

55-59 $0.600

60-64 $0.795

65-69 $1.329

70 + $2.054

IMPORTANT PERF UPDATE:

• For more information on eligibility options, refer to Proposal 21-288 https://bit.ly/3exq8yR

1. All employees hired/rehired after 1/1/2022 have a choice to select the PERF Hybrid plan (3% + Pension) or the INPRS My Choice: Retirement Savings plan (3% + 1% Contribution). The Hybrid plan consists of two components:

Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. Youre always vested in your ASA portion - its always yours.

Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employees career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the members age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.

2. Employees hired/rehired by the City and County between 1/1/2017 and 12/31/2021 will be automatically enrolled in the PERF My Choice: Retirement Savings plan. This plan is an annuity savings account (ASA) only plan and does not have a pension component. Any service that an employee has in the My Choice: Retirement Savings Plan will not count toward the service time requirements for pension eligibility in the Hybrid Plan.

With the PERF My Choice: Retirement Savings Plan, the ASA is split up into two parts:

Part one - This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. Youre always vested in your ASA portion - its always yours.

Part two - This consists of an additional variable rate contribution paid by the City toward your ASA. This variable rate contribution is currently 1% of your gross wages. Vesting in the value of the variable rate employer contribution will vary by length of participation. You are:

• 20 percent vested after 1 full year of participation
• 40 percent vested after 2 full years of participation
• 60 percent vested after 3 full years of participation
• 80 percent vested after 4 full years of participation
• 100 percent vested after 5 full years of participation

3. All employees hired/rehired prior to 1/1/2017 are grandfathered into PERF Hybrid plan. The Hybrid plan consists of two components:

Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. Youre always vested in your ASA portion - its always yours.

Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employees career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the members age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.

4. City Employees hired/rehired between 1/1/2017 and 12/31/21 that are members of the City AFSCME labor union can choose to enroll in either the PERF My Choice: Retirement Savings plan or the PERF Hybrid plan. Both plans are described above. Employees have 60 days to choose which option they want, and by state law this cannot be changed. If no choice is made, the employee will then be automatically added to the PERF My Choice: Retirement Savings plan.

The Indiana General Assembly has enacted a provision that allows public employees to make voluntary contributions in addition to the mandatory three percent (3%) contributions. Employees may contribute up to an additional ten- percent (10%) of their compensation per pay period to the annuity savings account. This means that the maximum level of contributions to the annuity savings account under this new provision is thirteen percent (13%) of an employees compensation per pay period.

Employees who separate from the city within their first ten (10) years of employment need to contact INPRS - PERF regarding their ASA account.

Questions relating to PERF may be directed to INPRS - PERF at:

Indiana Public Retirement System

Public Employees Retirement Fund

One North Capitol, Suite 001

Indianapolis, Indiana 46204

(888) 236-3544

01

Do you have a Bachelors Degree in Accounting, Finance, Public Administration, Business, Economics, or relevant field of study?

• Yes
• No

Required Question

Employer City of Indianapolis and Marion County

Address 200 E. Washington Street

CCB 1501

Indianapolis, Indiana, 46204

Phone 317-327-5211

Website http://www.indy.gov