Process Improvement and Analytics Manager

Housed within the Bureau of Vital Statistics (BVS) the Public Services Operations (PSO) Unit is one of the largest public-facing operations within the New York City Department of Health. PSO processes hundreds of thousands of customer requests annually for birth and death records and related documentation including acknowledgments of parentage letters of exemplification pre-adoption records and no-record-found letters.

PSO also operates a high-volume public reception area serving hundreds of in-person customers daily and coordinates extensively with city state and federal agencies social service providers and the legal community. The unit represents one of the most visible points of interaction between New York City residents and the Health Department.

Duties will include but not be limited to:

Operational Analysis & Program Management
Analyze PSO workflows staffing models request volumes and processing times to assess operational performance
Support the Unit Director in planning implementing and evaluating daily operations special initiatives and service delivery strategies
Monitor unit performance against service targets and operational benchmarks; prepare analytical summaries and recommendations for leadership
Exercise independent judgment in addressing operational challenges and prioritizing resources
-Supervise staff in key service delivery areas

Data Research & Process Improvement
Design maintain and analyze operational datasets and reports related to customer demand customer service productivity turnaround times and service trends
Identify bottlenecks risks and inefficiencies using quantitative and qualitative methods
Develop test and evaluate process improvements and workflow redesigns
Translate data analysis findings into actionable operational recommendations and document outcomes

Systems Technology & Vendor Coordination
Support testing troubleshooting and evaluation of PSO system enhancements including eVital QMatic and related customer service platforms
Analyze system performance issues submit IT tickets and collaborate with IT BVS leadership and external vendors (e.g. VitalChek Qmatic)
Assist with development documentation and evaluation of new systems tools and technology-enabled service improvements

Facilities Equipment & Document Security
Evaluate facilities equipment and workspace needs and assess their impact on service delivery and staff productivity
Coordinate resolution of facilities IT and equipment issues with administrative and technical partners
Monitor compliance with document security retention shredding and end-of-day locking protocols and recommend corrective actions as needed

Personnel Onboarding & Workforce Support
Analyze staffing needs and workload distribution to support recruitment vacancy backfills and workforce planning
Coordinate onboarding processes and evaluate the effectiveness of training and staff readiness
Assist with training new staff on PSO workflows policies and systems
Coordinate Tasks & Standards performance evaluations and probationary reviews using established metrics

Training Compliance & Administrative Support
Analyze training completion data and work with supervisors to schedule and track mandatory agency trainings
Collaborate with Quality Assurance teams to assess professional development customer service and incident reporting training outcomes
Support supervisors with data-informed documentation of performance issues and development of Performance Improvement Plans
Coordinate with Employee and Labor Relations units as needed

PREFERRED SKILLS:

Demonstrated experience conducting operational analysis program evaluation or performance monitoring
Ability to independently plan and carry out analytical work and translate findings into operational improvements
Strong quantitative and qualitative analytical skills including experience with service metrics and reporting
Experience managing or evaluating high-volume public-facing service operations
Demonstrated ability to support staff onboarding training and performance management
Excellent written verbal and interpersonal communication skills including report writing and presentation of findings
Proficiency in Microsoft Excel and other data tools
Ability to exercise sound judgment in complex fast-paced operational environments
Experience working with diverse communities and delivering customer-centered public service
Spanish or other language proficiency is a plus

Why you should work for us:

- Loan Forgiveness: As a prospective employee of the City of New York you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information please visit the U.S. Department of Educations website ( Benefits: City employees are entitled to unmatched benefits such as:
o a premium-free health insurance plan that saves employees over $10K annually per a 2024 assessment.
o additional health fitness and financial benefits may be available based on the positions associated union/benefit fund.
o a public sector defined benefit pension plan with steady monthly payments in retirement.
o a tax-deferred savings program and
o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
- Work From Home Policy: Depending on your position you may be able to work up to two days during the week from home.
- Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805 the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S. dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone regardless of age background or location can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition anti-tobacco support chronic disease prevention HIV/AIDS treatment family and child health environmental health mental health and social justice initiatives. As the primary population health strategist and policy authority for NYC with a rich history of public health initiatives and scientific advancements from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process contact Sye-Eun Ahn Director of the Office of Equal Employment Opportunity at or .

CITY RESEARCH SCIENTIST - 21744

Qualifications :

1. For Assignment Level I (only physical biological and environmental sciences and public health) A masters degree from an accredited college or university with a specialization in an appropriate field of physical biological or environmental science or in public health.
To be appointed to Assignment Level II and above candidates must have:
1. A doctorate degree from an accredited college or university with specialization in an appropriate field of physical biological environmental or social science and one year of full-time experience in a responsible supervisory administrative or research capacity in the appropriate field of specialization; or
2. A masters degree from an accredited college or university with specialization in an appropriate field of physical biological environmental or social science and three years of responsible full-time research experience in the appropriate field of specialization; or
3. Education and/or experience which is equivalent to 1 or 2 above. However all candidates must have at least a masters degree in an appropriate field of specialization and at least two years of experience described in 2 above. Two years as a City Research Scientist Level I can be substituted for the experience required in 1 and 2 above.

NOTE:
Probationary Period
Appointments to this position are subject to a minimum probationary period of one year.

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 :

Full-time