Work for Indiana
Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.
At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana 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.
Next Level benefits at the State of Indiana are here! Be sure to review our expanded benefit package offerings below.
About the Indiana Department of Revenue (DOR):
The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor’s office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of 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 in a fair, secure, and efficient manner.
DOR is recognized regionally and nationally by Top Work Places because of its commitment to employee engagement and satisfaction.
Salary:
This position traditionally starts at an annual salary of $93,002. Salary for this position may be commensurate with education and job experience.
Role Overview:
The Customer Experience Management Director delivers initiatives that improve services for phone-in and in-person support, inventory production, and returns processing services. You will also be involved in measuring, analyzing, and delivering results for the customer satisfaction survey, First Call Resolution, inventory management, and Process Improvement partnerships,
Key outcomes for this role are:
The Customer Experience Management Director is instrumental in the transformation and continuous improvement of DOR Service Operations customer satisfaction and customer experiences by orchestrating the design and delivery of training, quality assurance, workforce management, reporting, communications, and onboarding. You will deliver initiatives that improve services for phone-in and in-person support, inventory production, and returns processing services. You will also be involved in measuring, analyzing, and delivering results for the customer satisfaction survey, First Call Resolution, inventory management, and Process Improvement partnerships,
Key outcomes for this role are:
- Establish service operations strategies, goals, and initiatives that align with the agency strategic plan
- Maintain compliance with state and federal statutes/regulations and DOR policies
- Work cross-functionally with Service Operations leadership and stakeholders to ensure Best-In-Class Service through Customer Experience Management (CEM)
- Lead, mentor, and develop District Office and CEM staff, using a supportive and collaborative approach Assign accountabilities, set objectives, establish priorities, and monitor results, and evaluate effectiveness
- 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 statewide initiatives that cross organization lines so that program development, implementation, and service delivery are comprehensive, coordinated, and not duplicative.
- Coordinate communication, education, and performance issues between the regional/field staff and the Central Office.
- Develop both 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 division at public meetings and task forces, and present information of importance.
- Provide necessary support for staff training by approving programs conducted and initiating such programs when necessary.
- 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. Ensure work adheres to quality standards, deadlines, and proper procedures.
The job profile 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:
- Ability to supervise others by assigning and directing work, conducting employee evaluations, training, and developing staff, taking appropriate disciplinary/corrective actions when necessary and appropriate, and making hiring/termination recommendations.
- Ability to embrace and foster change.
- Demonstrate commitment to customer service and operational excellence.
- Demonstrate ability to interface at the highest levels of the organization and maintain effective working relationships with fellow agency employees.
- Strong problem-solving and analytical skills and ability to think creatively.
- Effective communication skills.
- Ability to create, maintain, and improve the culture of teamwork, excellent customer service, and cost-effective use of the State’s resources.
- Ability to discharge all job responsibilities with integrity.
- Strong financial management skills.
- High level of attention to detail.
- Successfully manage and coordinate multiple projects at one time.
- Ability to work flexible hours based on business needs.
- Ability to treat all state employees with courtesy and respect.
- Broad knowledge and understanding of the mission, policies, and multiple functions and responsibilities of the agency.
- Broad knowledge and understanding of and ability to apply the varied laws, rules, and regulations as they relate to the registration of vehicles and watercraft.
- Considerable knowledge of state government operations, managerial, administrative, budgetary, and personnel-related regulations, policies and procedures.
- Ability to delegate work, set clear direction, and manage workflow.
- Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.
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
- 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 recruit, select, develop, and promote 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 accommodation in completing 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.
Current Employee? Click here to apply.