Deputy Director for Performance, Accountability & Service Excellence

City of New York • New York City, NY

16h

About The Position

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.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager