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About the Role

The Deputy Director for Performance, Accountability & Service Excellence reports to the First Deputy Director and will strengthen the City’s accountability infrastructure by ensuring core performance reporting products are accurate, timely, actionable, and drive decision-making. This role will turn data into action by leading performance management and executive review processes, integrate customer experience into performance management, and lead service excellence efforts to make City services more accessible, responsive, and effective.

Responsibilities

• Strengthen the City’s accountability infrastructure by ensuring core performance reporting products are accurate, timely, actionable, and drive decision-making.
• Turn data into action by leading performance management and executive review processes that identify challenges early and push agencies toward measurable improvement.
• Ensure delivery of Mayoral priorities by building systems that track commitments, flag risks, and support agency accountability and follow through.
• Integrate customer experience into performance management so that how New Yorkers interact with government is measured, understood, and improved alongside operational outcomes.
• Identify risks, trends and opportunities to improve City services by surfacing emerging issues, and collaborate across teams to diagnose of root causes and develop interventions that inform the Office’s project portfolio and strengthen agency performance.
• Lead and evolve service excellence efforts to make City services more accessible, responsive, and effective.
• Manage and develop performance management and customer service staff while fostering a collaborative, results-oriented team culture.

Requirements

• Experience leading performance management or accountability systems, ideally in government or a complex organization.
• Strong analytical instincts, with the ability to interpret data, identify trends, and turn insights into action.
• Track record of driving results through structured processes, executive engagement, and cross-agency collaboration.
• Experience managing teams and building high-performing operations, with the ability to set clear expectations and deliver through others.
• Excellent communication skills, including the ability to synthesize complex information for senior leaders and drive decision-making.
• Understanding of the operational, management, and policy challenges involved in supporting effective and efficient city government across New York City’s five boroughs, including coordinating with agencies, City Hall, and external stakeholders to advance strategic priorities and improve service delivery.
• Comfortable operating in fast-paced, high-stakes environments, with sound judgment and strong prioritization skills.
• Exceptional communication, writing, analytical, organizational, and problem-solving skills, with the ability to manage competing priorities, navigate complex issues, and maintain strong attention to detail in a fast-paced environment.
• Thrive in a collaborative, high-performing, and dynamic team environment and are comfortable managing cross-functional projects, supporting executive leadership, and fostering strong working relationships across teams and agencies.
• Master’s Degree.
• 9+ years of work experience; minimum 5+ years must be in a supervisory capacity.
• 3+ years of progressively responsible experience in project management.
• Baccalaureate degree from an accredited college or university.
• Associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities.
• Four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above.
• Satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above.

Skills

• Performance management
• Accountability systems
• Data analysis
• Trend identification
• Structured processes
• Executive engagement
• Cross-agency collaboration
• Team management
• Operations management
• Communication
• Synthesizing complex information
• Problem-solving
• Organizational skills
• Project management
• Customer experience integration

Location

• New York City

Work Type

• Full-time

Experience Level

• 9+ years of work experience
• 5+ years in a supervisory capacity
• 3+ years of progressively responsible experience in project management

Education Level

• Master's Degree
• Baccalaureate degree
• Associate degree
• High school diploma or equivalent

Salary/Compensations

• USD 160000 - USD 170000 - yearly

About the Company

• The New York City Mayor’s Office is responsible for overseeing city services throughout the five boroughs, coordinating public agencies and departments, and managing public property.
• The administration is leading the fight in making the city more affordable, reducing inequality, improving public safety, ensuring delivery of efficient and effective services, and working to make New York City’s economy stronger.
• The Mayor’s Office of Operations works to make New York City government more effective and efficient.
• The Office is responsible for managing and coordinating multiagency initiatives and using data to help the City make informed and equitable policy decisions and strategic, targeted investments.
• The Office coordinates citywide initiatives and assists agencies in improving service quality and in measuring performance to provide greater accountability.
• The Office of Operations is committed to achieving equity and creating an inclusive workplace.
• Operations is committed to providing opportunities for staff development and effective team building, open and transparent communication, enhancing our equity literacy, and providing space for exploring issues of diversity.
• We continue to strive for a workforce that better reflects the diversity of New York City.

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.