Director of Operations

City of New York • New York City, NY

1d • Hybrid

About The Position

The NYC Department of Consumer and Worker Protection (DCWP) is the nation’s leading municipal enforcement agency charged with delivering economic justice. DCWP leverages its authority to bring New Yorkers real economic relief and protect them from predatory, deceptive, and unfair practices that violate their rights as consumers and workers. This includes pioneering cutting-edge protections, such as the City’s Consumer Protection Law, Protected Time Off Law, Fair Workweek Law, and Delivery Worker Laws, including the Minimum Pay Rate for delivery workers. Through licensing more than 45,000 businesses in over 45 industries, DCWP ensures fair competition and a level playing field for responsible small businesses that are integral to New York City’s vibrant communities. DCWP also provides essential services such as free tax preparation and financial counseling to ensure New Yorkers keep more of what they earn and can plan for their futures. DCWP is committed to making sure New York City is a fairer, more affordable place to live. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube. DCWP’s Licensing Division seeks a Director of Operations to oversee the day to day operations of the Licensing Center, specifically focused on the processing of thousands of New York City Department of Health and Mental Hygiene (DOHMH) license applications. Reporting to the Deputy Commissioner, the Director of Operations will oversee both front office and back office application processing, operations support, and quality assurance.

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 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

• Supervising staff including the Deputy Director of Administrative Services and the Borough Manager, with their respective staff in their units, as well as Qualilty Assurance staff, tracking and assigning tasks to ensure productivity and effectiveness, conducting training and providing guidance
• Reviewing DOHMH license applications for accuracy and consistency
• Planning and anticipating issues that might come up in advance to proactively mitigate possible setbacks; making timely decisions with consideration of implications of decisions of the larger picture with accountability for consequences of decisions
• Provide or facilitate technical training to maximize efficiency
• Ensuring compliance with DOHMH proper procedures and protocols
• Develop, document and implement internal systems, policies, and procedures that help to organize and guide the division’s work and operations
• Provide timely updates to the Deputy and Assistant Commissioners of Licensing and other stakeholders, identifying unanticipated challenges and strategies for addressing those challenges
• Prioritize assignments and effectively implement strategies for special projects
• Provide high-volume customer service in person, online, and by phone
• Coordinate with internal teams and external partners to support efficient application processing
• Provide backup support to Licensing team members as needed
• Adhere to all division and agency policies and procedures
• Complete all assigned licensing tasks

What This Job Offers

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