ODRC Program Operations Manager
About The Position
The TLC Owner Driver Resource Center (O/DRC), located at TLC’s licensing center in Long Island City, offers legal services, driver mediation services, financial assistance, health and wellness workshops, public benefit assistance and assist with providing resources to our TLC community. The O/DRC also works closely with the Assistant Commissioner of Program Planning and Management and the Deputy Director of Programs to implement financial assistance initiatives such as the Medallion Relief Program (MRP) and the ATLAS vehicle loan assistance program. A successful candidate should have proven experience in community engagement, client services, program operations, and staff management.
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
- Proven experience in community engagement
- Proven experience in client services
- Proven experience in program operations
- Proven experience in staff management
Responsibilities
- Oversee daily operations of the TLC Owner/Driver Resource Center and provide high-level of customer service. Address and resolve any client issues quickly and efficiently.
- Conduct various engagements including outreach events, webinars, internal and external events, and special projects. Visit and present to program sites, community organizations, and other groups as needed.
- Coordinate with partner organizations to ensure TLC drivers and owners are invited to internal and external programs and resources.
- Review service data and client trends to identify patterns, operational needs, and opportunities for program improvement and future engagements.
- Lead and coach O/DRC staff responsible for assisting and directing clients to relevant services.
- Draft, review, and edit correspondence and external communications to TLC-licensed drivers, medallion owners, and other licensees.
- Manage client experience process from initial intake to service referral.
- Provide recommendations for improving systems to enhance client experience.
- Track O/DRC service metrics and prepare reports, charts, and graphs as needed.
- Collaborate with internal and external stakeholders.
- Develop and maintain reports, client management systems, charts, and other data visualizations to monitor program performance, create presentations and communicate findings to management and external stakeholders.
- Analyze data and performance metrics to evaluate program effectiveness, support operational decision making, and make recommendations to improve client services and program outcomes.
- Complete special assignments, tasks, and projects assigned by senior management as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
