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Customer Service Director - 00EXBB - Broad Band Executive

Date Posted:  Sep 10, 2019
Requisition ID:  19161

Greenfield, IN, US, 46140

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. Salary for this position is commensurate with experience


This position serves as the District Communications Director and is responsible for developing and managing communication channels and messaging between the District and its key customers including, but not limited to other: state agencies, local planning organizations, employees, motorists, businesses, law enforcement, and local officials. Employee reports to the District Deputy Commissioner.

Essential Job Responsibilities:

The essential functions of this role are as follows:

 Manages all internal and external communications to all stakeholders, including: federal, state and local elected officials, local planning organizations and town officials, law enforcement, property owners, employees and all customers;
 Oversees the performance and operation of the District Communications office, and occasionally works with the Central Office Customer Service Center;
 Implements and monitors policies that are put into place by Central Office;
 Identifies short and long-term goals for the Communications Division;
 Coordinates public records request information gathering;
 Coordinates the direct responses to District Deputy Commissioner and/or Commissioner when necessary;
 Manages and oversees the responsibilities for proactively ensuring that communities understand INDOT’s future plans and assisting these same communities to interact with INDOT;
 Responds to external complaints, inquiries and requests for information, including Governor’s Office correspondence;
 Partners with functional leadership in developing key messages and coordinating with external communications;
 Serves on, as well as coordinates, several recognition committees for work with the executive team, customer service and media relations staff, to create core messages that reflect the District's business objectives, and incorporates those messages into all stakeholder communications;
 Develops communication strategies and systems that support internal operations and enhances the District's external public image;
 Advises the business unit and operations leaders on the best ways to communicate District issues, policies and initiatives, both general and specific, and provides tools and direction for district-wide use, ensuring message consistency and favorable audience reaction;
 Develops a District crisis management plan for implementation at the call of the District Deputy Commissioner or designated staff, and works with other state and law enforcement agencies to collaboratively gather and disseminate emergency information;
 Develops and manages budgets to ensure cost-efficiency and agency compliance in all marketing and communications activities;
 Designs and conducts research and survey/satisfaction programs with key stakeholder groups;
 Ensures that business rules for Intranet Quorum (IQ) and Work Management System (WMS) programs are being followed and maintains a high level of customer service satisfaction ratings;
 Serves as a member of the INDOT Communications team, facilitates regular two-way communications at the District and Central Office level and with other operating groups, and ultimately builds a best practice communications function with INDOT District personnel; and,
 Performs other related duties as assigned.

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.


 High School graduate or equivalent required;
 Bachelor’s degree in communications, public relations, journalism, business administration or other relevant field is preferred;
 Extensive knowledge of journalism, communications, marketing, web applications or public relations;
 Must understand the INDOT project development process including programming, planning, preliminary engineering, environmental, design, land acquisition, scheduling phases and the construction process in order to effectively communicate with customers and other stakeholders;
 Experience in the transportation industry is preferred;
 Working knowledge of customer tracking Intranet Quorum (IQ) database and Microsoft Office programs including Outlook, Access, Excel, Word, PowerPoint and Internet Explorer;
 Familiarity with desktop Publishing;
 Strong writing, editing, and proofreading skills;
 Knowledge of and ability to use correct English grammar, punctuation, and spelling;
 Strong presentation skills;
 Extensive knowledge of the functions of INDOT and the ability to incorporate and administer communications programs adhering to missions and goals of the agency;
 Ability to translate strategic goals into executable and measurable communications and public outreach programs;
 Outstanding interpersonal skills and the ability to build relationships, establish credibility, and influence leaders at all levels;
 Ability to build and maintain relationships with local governments and state agencies for the purpose of ensuring better communications and coordination in determining what is best for the taxpayers;
 Strong, meticulous organizational skills and effective at public speaking and moderating large groups;
 Makes sound, well-informed and objective decisions and perceives the impact and implications of decisions;
 Ability to identify problems, determine accuracy and relevance of information, use sound judgment to generate and evaluate alternatives, and to make recommendations;
 Ability to work with customers to assess needs, provide assistance, resolve problems, and satisfy expectations.
 Ability to plan, distribute, coordinate, and monitor work assignments, evaluate work performance, provide feedback on performance, and ensure staff are appropriately selected, utilized, and developed; and,
 Ability to develop and implement new policies and procedures and discern any far-reaching implications.

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


Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave

If this is an Intermittent position, the position does not offer benefits and is limited to 180 working days in an eleven (11) month continuous period.


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis