Director of Customer Support and Program Development
About The Position
The New York City Department of Small Business Services (SBS) is a client-centered agency focused on serving small businesses, jobseekers, and commercial districts. SBS aims to simplify the process for companies to start, operate, and expand in New York City by providing direct assistance, supporting commercial districts, promoting financial and economic opportunity for minority- and women-owned businesses, preparing New Yorkers for jobs, and connecting employers with a skilled workforce. The agency strives for high professional standards through innovative systems, new governmental approaches, and a strong focus on its employees, while also working to improve the overall regulatory environment for small businesses. The Division of Business Services (DBS) within SBS is dedicated to helping NYC businesses start, operate, and expand, and to leading systemic change to improve the regulatory environment. DBS is guided by principles of equity, diversity, and inclusion.
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.
Nice To Haves
- This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed to between the City and DC37. However, the nature of the role requires a strong in-person presence, and responsibilities include travel around the 5 boroughs of NYC and on-site engagements as needed.
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 continues 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
- Maintaining 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
- Representing the agency and divisional strategic planning activities as needed
- Coach, mentor, support, and train a team of Program Managers, as required.
- Strong initiative and a sense of urgency to follow through on tasks until completion.
- Leading and motivating the customer service team to provide exceptional service to customers
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What This Job Offers
Job Type
Full-time
Career Level
Director
