Mayor Mary Sheffield of Detroit has made a strategic move in her administration by bringing in Winnie Liao, a seasoned transformation expert, to take up the mantle as the city's new Chief Operating Officer. Liao, whose record includes streamlining operations at the Michigan Secretary of State and enhancing the digital workplace at Mastercard, will be shouldering the responsibility of modernizing Detroit's city services. "Winnie has a consistent record of fundamentally improving service delivery and the customer experience. Detroiters deserve the best, and Winnie is an example of how my administration is recruiting the best talent locally and nationally," Mayor Sheffield stated, according to a statement obtained by the City of Detroit's official news hub.
As part of her role, Liao will be overseeing operations for 17 city departments, including transportation, fire, water, and technology, with a particular mandate to overhaul the city-wide operating model to ensure services are customer-centric and effective. Winnie Liao, scheduled to start her role on February 16, will earn $290,000, which stands as a significant decrease from her compensation at Mastercard. The Mayor has pinned high hopes on Liao's vast experience, which spans healthcare, technology, government, and consulting sectors, leading to advancements that are expected to benefit residents and businesses alike.
Announced concurrently with Liao's appointment is Mayor Sheffield's Executive Directive, which aims to put teeth into the city's efforts to reform. By the second quarter of 2026, this directive demands that the COO furnish details on key service improvements and strategies, aligning with four defined priorities: enhancing customer service, boosting efficiency, furthering equity, and driving innovation. "Working across service departments, the COO ensures that residents receive high-quality, reliable, responsive services, while advancing my vision for the City through effective operational management," the Mayor declares, as recorded in the official announcement.
Liao's track record shows a capability for substantial improvement in public service delivery, such as reducing wait times significantly at all 131 Michigan SOS branches. "It’s an honor to be part of this historic moment, focused on accelerating the improvement of services for the residents and businesses of this great city," Liao expressed, from the same source. With her expertise in service delivery, service management, and aligning outcomes to create positive impact, Liao is envisioned to bring a transformative change to the operational architecture of Detroit's city government.
