ODRC Program Operations Manager

City of New York • Long Island City, NY

13d • Onsite

About The Position

The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for the oversight of the for-hire vehicle industries in New York City, including yellow medallion taxis, green Boro Taxis, community car services, livery cars, black car services, luxury limousines, commuter vans, and paratransit services. The TLC regulates industries that are responsible for over 800,000 daily trips. Our role is to ensure that each passenger’s riding experience is safe, comfortable and convenient, that TLC drivers are driving safely, and combatting unlicensed for-hire activity. The O/DRC, located at TLC’s licensing center in Long Island City, offers legal services, driver mediation services, financial assistance, health and wellness workshops, and public benefit assistance. The O/DRC also works closely with the Assistant Commissioner of Program Planning and Management 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 client services, program operations, and staff management.

Requirements

• 1. 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
• 2. 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
• 3. 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.

Responsibilities

• Lead team of O/DRC staff responsible for assisting and directing clients to relevant services.
• Provide high-level of customer service to clients that interact with the Owner/Driver Resource Center and resolve any client issues.
• Coordinate with partner organizations to ensure TLC drivers are invited to business and wellness related programs.
• Conduct outreach events including webinars, in-person events, and special projects. Visit and present to program sites, community organizations, and other groups as needed.
• 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. Develop recommendations for improving systems to enhance client experience.
• Track O/DRC service metrics and prepare reports, charts, and graphs as needed.
• Develop and maintain relationships with internal and external stakeholders.
• Complete special assignments, tasks, and projects as assigned by senior management as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees