Director of Customer Service and Appeals

City of New York•New York, NY

16h•$120,000 - $130,000•Onsite

About The Position

The Department of Citywide Administrative Services (DCAS) is seeking a dynamic and motivated individual to serve as the Director of Customer Service and Appeals. This position will have a key role in assisting with the development of an enhanced customer service model for Civil Service-related inquiries, including the creation of a Citywide customer service call center. DCAS's mission is to make city government work for all New Yorkers by managing iconic courthouses, municipal buildings, purchasing goods and services for City agencies, and overseeing the greenest municipal vehicle fleet. The Human Capital (HC) division is responsible for maintaining the Civil Service system, recruiting candidates, administering exams, and providing agencies with qualified candidates. HC also develops policies, training programs, and implements the City's provisional reduction/avoidance plan. This role reports to the Executive Director of Customer Experience and involves significant independent judgment and initiative.

Requirements

A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a closely related field, and two years of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area. 18 months of this experience must have been in an executive, managerial, administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above.
A baccalaureate degree from an accredited college and four years of professional experience in the areas described in '1' above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in '1' above.

Responsibilities

Provide leadership, vision, and strategic planning to the Customer Experience team.
Consult and coach project teams within the unit.
Assist the team in navigating tight deadlines and multiple priorities.
Provide guidance and support to direct reports on efforts to increase efficiency, collaborate with key stakeholders, and/or implement policy changes by liaising with internal and external stakeholders.
Ensure communication and activities are consistent across all direct reports and their staff.
Maintain a strong commitment to delegation and staff development/empowerment.
Develop and maintain working relationships with City agencies and other internal and external stakeholders.
Develop and deliver formal presentations, briefing documents, and project updates.
Ensure the provision of high-quality customer service by all staff.
Provide guidance utilizing expertise to internal and external partners.
Document current state and future state recommendations for operational excellence.
Define and measure success metrics and monitor change progress.
Analyze unit operations, including quantitative and qualitative data analysis, evaluating best practices, while also identifying and assessing operational improvement opportunities.
Identify, analyze, and prepare risk mitigation tactics, including the request and coordination of staff training.
Recommend new policies and/or procedures regarding the work of Customer Experience to senior leadership to continue to meet Citywide needs.
Develop clear, organized business requirement documents for special projects.
Drive activities to ensure deadlines are met and timelines are adhered to.
Develop and standardize project plans for all staff across customer experience.
Ensure standard operating procedures are adhered to, mitigating any gaps in documented policies and procedures.
Regularly review and analyze unit key performance indicators (KPIs) and targets for business improvement, identifying the potential for new KPI tracking and reporting.