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About the Role

The Director of Customer Support and Program Development will oversee the agency’s Small Business Hotline, customer service email accounts, regulatory team data, and NYC BEST related initiatives, while also developing new regulatory initiatives and programs.

Responsibilities

• Oversee initiatives, such as NYC BEST Bootcamp, that support businesses navigating regulatory requirements and City services from project planning through implementation and completion.
• Coordinate needs in partnership with the Director of Regulatory Reform to ensure appropriate considerations are made in the development of new programs and initiatives.
• Develop project plans, timelines, deliverables, and milestones to support business assistance initiatives.
• Monitor project progress and ensure program goals and operational milestones are achieved.
• Maintain program records, prepare reports, and communicate progress to internal and external stakeholders.
• Ensure Key Performance Indicators (KPIs) & program goals are met, and that data is correctly entered in SBS Customer Relationship Management (CRM) software.
• Review customer satisfaction data to help make continuous quality improvements to programming.
• Develop and implement tracking systems to monitor calls, emails, and program management outcomes.
• Develop and track performance metrics such as project milestones, customer satisfaction and engagement, and operational efficiencies.
• Monitor and report KPIs and other metrics on a regular basis for Executive-level staff through Dashboards, reports, and presentations.
• Set program goals and ensure quality service delivery for each mentioned program and service.
• Use customer service expertise to develop improvements to customer experience for the Small Business Hotline, NYC BEST, and other regulatory support paths.
• Help expand and deepen impact of NYC BEST’s small business support by proposing areas for improvement and development.
• Work closely with management, staff, and other SBS teams to align programs with SBS mission and strategies.
• Maintain a deep understanding of SBS services and programming to provide accurate information to customers and develop relevant regulatory programming.
• Use quantitative and qualitative research to inform the creation of new policies and practices.
• Develop and maintain team materials and collateral.
• Synthesize complex information into presentations and reports for various audiences.
• Respond to time-sensitive requests from City Hall, SBS Executive Staff, elected officials, press, and the public.
• Support customer survey design and implementation.
• Conduct quality assurance tests to evaluate service delivery and data collection.
• Develop and monitor contracts and vendors.
• Represent the agency and divisional strategic planning activities as needed.
• Coach, mentor, support, and train a team of Program Managers, as required.
• Follow through on tasks until completion with strong initiative and a sense of urgency.
• Lead and motivate the customer service team to provide exceptional service to customers.

Requirements

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to '1' or '2' above. However, all candidates must have at least one year of experience as described in '1' above.

Skills

• Project Management
• Performance Management
• Customer Support
• Program Development
• Research
• Data Analysis
• Communication
• Supervisory Skills

Location

• New York City
• 5 boroughs of NYC

Work Type

• Remote work up to 2 days per week (pursuant to Remote Work Pilot Program)
• Hybrid
• On-site engagements as needed

Experience Level

• Two years of experience in community work or community centered activities (with a Bachelor's degree)
• Six years of experience in community work or community centered activities (with High School diploma)
• At least one year of experience as described in '1' above (for equivalent education/experience)

Education Level

• Baccalaureate degree from an accredited college
• High school graduation or equivalent

Salary/Compensations

• $80,000 to $90,000
• USD 62868 - USD 90000

About the Company

• The New York City Department of Small Business Services (SBS) is a vibrant, client-centered agency whose mission is to serve New York City's small businesses, jobseekers, and commercial districts.
• SBS makes it easier for companies in New York City to start, operate, and expand by providing direct assistance to business owners, supporting commercial districts, promoting financial and economic opportunity among minority- and women-owned businesses, preparing New Yorkers for jobs, and linking employers with a skilled and qualified workforce.
• SBS continues to reach for higher professional standards through innovative systems, new approaches to government, and a strong focus on its employees.
• SBS also works to make changes to the overall regulatory environment to help the small business community.
• The Division of Business Services (DBS) is dedicated to helping NYC businesses start, operate and expand in New York City while leading systemic change to improve the regulatory environment for businesses.
• The Division is guided by principles of equity, diversity, and inclusion.

Equal Opportunity

• 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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.