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About the Role
The TLC Owner Driver Resource Center (O/DRC) provides legal services, driver mediation, financial assistance, health and wellness workshops, and public benefit assistance to the TLC community. This role supports financial assistance initiatives and requires experience in community engagement, client services, program operations, and staff management.
Responsibilities
- Oversee daily operations of the TLC Owner/Driver Resource Center and provide high-level customer service.
- Address and resolve client issues quickly and efficiently.
- Conduct various engagements including outreach events, webinars, internal and external events, and special projects.
- Visit and present to program sites, community organizations, and other groups.
- Coordinate with partner organizations to ensure TLC drivers and owners are invited to internal and external programs and resources.
- Review service data and client trends to identify patterns, operational needs, and opportunities for program improvement.
- Lead and coach O/DRC staff responsible for assisting and directing clients to relevant services.
- Draft, review, and edit correspondence and external communications to TLC-licensed drivers, medallion owners, and other licensees.
- Manage client experience process from initial intake to service referral.
- Provide recommendations for improving systems to enhance client experience.
- Track O/DRC service metrics and prepare reports, charts, and graphs.
- Collaborate with internal and external stakeholders.
- Develop and maintain reports, client management systems, charts, and other data visualizations to monitor program performance.
- Create presentations and communicate findings to management and external stakeholders.
- Analyze data and performance metrics to evaluate program effectiveness.
- Support operational decision making and make recommendations to improve client services and program outcomes.
- Complete special assignments, tasks, and projects assigned by senior management.
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.
- High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties described.
- Education and/or experience which is equivalent to the above.
- At least one year of experience as described in the baccalaureate degree requirement.
Skills
- Community engagement
- Client services
- Program operations
- Staff management
- Customer service
- Data analysis
- Report generation
- Presentation skills
- Communication skills
Location
- Long Island City, NY
Work Type
- Onsite
Experience Level
- 2 years of experience (with Bachelor's degree)
- 6 years of experience (with High School diploma)
Education Level
- Baccalaureate degree
- High school graduation or equivalent
Salary/Compensations
- $80,000 to $90,000
- USD 62868 - USD 84000
About the Company
- The New York City Taxi and Limousine Commission (TLC) regulates for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles.
- TLC oversees a transportation ecosystem that moves nearly 1 million riders daily.
- TLC is responsible for regulating New York City's taxicab and for-hire vehicle industry with approximately 180,000 licensed drivers, 1,000 businesses, and 115,000 vehicles.
- TLC is entering a new era focused on dignity, accountability, and collaboration.
- TLC is on the front lines of a rapidly changing mobility landscape, with innovative efforts serving as a model for other cities.
- TLC's core priorities are Driver and Passenger Dignity, Corporate Accountability, and a Transportation System that Works Together.
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.