Director of Customer Experience
Director of Customer Experience
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1 Vacancy
Job Description
DCASs mission is to make city government work for all New Yorkers. From managing New York Citys most iconic courthouses and municipal buildings to purchasing over $1 billion annually in goods and services for more than 80 City agencies what we do ensures that all agencies can deliver on their mission. Our reach touches every facet of city government and is instrumental to the successful daytoday operations of the City of New York.
Our commitment to equity effectiveness and sustainability guides our work providing City agencies with the critical resources and support needed to succeed including:
Recruiting hiring and training City employees.
Managing 55 public buildings.
Acquiring selling and leasing City property.
Purchasing over $1 billion in goods and services for City agencies.
Overseeing the greenest municipal vehicle fleet in the country.
Leading the Citys efforts to reduce carbon emissions from government operations.
When you work at DCAS youre not just working for one agency but in service of them all. Its an opportunity to provide impactful support quality customer service and help protect the future of New York City for generations to come. Visit our website at nyc/dcas to learn more about the work we do.
DCAS Human Capital (HC) is responsible for maintaining the Civil Service system for the City of New York. HC recruits and identifies the bestqualified candidates for City employment administers Civil Service exams for positions and provides City agencies with a qualified pool of candidates to fill their hiring needs in a manner consistent with the State Constitution Civil Service Law and laws governing equal employment opportunity. In addition HC develops and interprets Citywide policies and programs; develops and conducts professional development and employee training programs; and implements the Citys provisional reduction / avoidance plan among other critical functions.
Human Capital is seeking a dynamic and motivated individual to serve as the Director for Customer Experience. This position will have a key role in assisting with the development of an enhanced customer service model for Civil Servicerelated inquiries including the creation of a Citywide customer service call center.
Under the direction and guidance of the Executive Director of Customer Experience with general latitude for the exercise of independent judgment and initiative additional responsibilities for the Director of Customer Experience will include but not be limited to the following:
Personnel Management
Provide leadership vision and strategic planning to the Customer Experience team.
Consult and coach project teams within the unit.
Assist the team in navigating tight deadlines multiple priorities.
Provide guidance and support to direct reports on efforts to increase efficiency collaborate with key stakeholders and/or implement policy changes by liaising with internal and external stakeholders.
Ensure communication and activities are consistent across all direct reports and their staff.
Maintain a strong commitment to delegation and staff development/empowerment.
Customer Service
Develop and maintain working relationships with City agencies and other internal and external stakeholders.
Develop and deliver formal presentations briefing documents and project updates.
Ensure the provision of highquality customer service by all staff.
Provide guidance utilizing expertise to internal and external partners.
Change Management
Document current state and future state recommendations for operational excellence.
Define and measure success metrics and monitor change progress.
Analyze unit operations including quantitative and qualitative data analysis evaluating best practices while also identifying and assessing operational improvement opportunities.
Identify analyze and prepare risk mitigation tactics including the request and coordination of staff training.
Recommend new policies and/or procedures regarding the work of Customer Experience to senior leadership to continue to meet Citywide needs.
Planning Analysis and Data Management
Develop clear organized business requirement documents for special projects.
Drive activities to ensure deadlines are met and timelines are adhered to.
Develop and standardize project plans for all staff across customer experience.
Ensure standard operating procedures are adhered to mitigating any gaps in documented policies and procedures.
Regularly review and analyze unit key performance indicators (KPIs) and targets for business improvement identifying the potential for new KPI tracking and reporting.
Only permanent Administrative Staff Analyst employees and those in an equivalent permanent title (e.g. Administrative Manager) or who are reachable on the Civil Service list are eligible to apply.
This position is also open to qualified persons with a disability who are eligible for the 55a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55a Program.
Please go to www.nyc/jobs or www.nyc/ess for current NYC employees and search for Job ID # 706059. No phone calls faxes or personal inquiries permitted. Only those candidates under consideration will be contacted.
ADMINISTRATIVE STAFF ANALYST 1002E
Qualifications :
1. A masters degree from an accredited college in economics finance accounting business or public administration human resources management management science operations research organizational behavior industrial psychology statistics personnel administration labor relations psychology sociology human resources development political science urban studies or a closely related field and two years of satisfactory fulltime professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration accounting economic or financial administration or fiscal or economic research; in management or methods analysis operations research organizational research or program evaluation; in personnel or public administration recruitment position classification personnel relations employee benefits staff development employment program planning/administration labor market research economic planning social services program planning/evaluation or fiscal management; or in a related area. 18 months of this experience must have been in an executive managerial administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or
2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in 1 above including the 18 months of executive managerial administrative or supervisory experience as described in 1 above.
Additional Information :
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
