Job Information
State of Indiana Assistant Director of Customer Experience Management in Indianapolis, Indiana
Assistant Director of Customer Experience Management
Date Posted: Apr 10, 2026
Requisition ID: 475434
Location:
Indianapolis, IN, US, 46204
Work for IndianaBegin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a 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.
About the Indiana Department of Revenue (DOR):
The Indiana Department of Revenue has served Indiana, its population, and the business community since 1947. Our more than 700 dedicated team members administer over 65 different tax types and annually process nearly $30 billion of tax revenue. We are a Top Workplace employer.
Role Overview:
The Assistant Director supports ongoing service improvements for both internal and external customers. In this role, you will partner with the Director to evaluate, develop, and expand methodologies that enhance outcomes across the Customer Service Department.
Salary:
This position starts at an annual salary of $75,010 but may be commensurate with education and job experience.
Use our Compensation Calculator (https://in.accessgov.com/spd/Forms/Page/spd/compensation-calculator/1) to view the total compensation package.
A Day in the Life:
Responsibilities include:
Review and evaluate organizational effectiveness, goals, and strategic plans, and make recommendations for improvement.
Assist the Director in guiding the overall Customer Experience Management methodologies and outcomes within the Customer Services Department.
Guide specialists in daily activities and priorities to enhance performance in customer service.
Supervise subordinate personnel, including hiring, determining workload, assigning duties, providing training, monitoring and evaluating performance, and initiating corrective or disciplinary action when necessary.
Assist with monitoring the agency or program budget, including revenues, expenditures, and budget projections.
Communicate with stakeholders regarding outcomes and process improvement initiatives.
Collaborate with other departments to ensure alignment with overall agency objectives.
Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities for continued professional development.
Facilitate and enhance the customer experience through data management and forecasting needs.
Set expectations, measure progress, provide ongoing feedback, and evaluate employee performance. Ensure work adheres to quality standards, timelines, and proper procedures.
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.
This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
Individuals in this role should minimally be able to articulate or demonstrate the following:
Three to five years in a leadership role that involves strategic planning.
Extensive knowledge of agency and/or organizational program(s) and business practices.
Extensive knowledge of State programs and resources, public policy, and program evaluation.
Ability to develop and/or measure program outcomes.
Ability to create and maintain strong working relationships with key public and private government and business leaders.
Ability to identify problems, determine accuracy and relevance of information, and use sound judgment to generate and evaluate alternatives and to make recommendations.
Ability to work with internal and external customers to assess needs, provide assistance, resolve problems, and satisfy expectations.
Outstanding interpersonal skills with the ability to build relationships, establish credibility, and influence leaders at all levels.
Make logical, well-informed, and objective decisions. Ability to perceive the impact and implications of decisions.
Ability to identify problems. Determine accuracy and relevance of information. Implement sound judgment to generate and evaluate alternatives and to make recommendations.
Ability to assign work, set clear direction, and manage workflow.
Ability to effectively provide feedback, guidance or corrective action to coach and develop employee skillsets.
Ability to perform essential functions with or without reasonable accommodation.
A degree is not required.
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 that 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
Deferred compensation 457(b) account (similar to 401(k) 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 and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
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 in election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
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
Equal Employment Opportunity:
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. 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. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
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