Process Improvement and Analytics Manager

City of New York • New York City, NY

16h • Hybrid

About The Position

Housed within the Bureau of Vital Statistics (BVS), the Corrections and Amendments (CAU) Unit is one of the largest public-facing operations within the New York City Department of Health. CAU processes hundreds of thousands of customer requests annually for birth and death records and related documentation, including acknowledgments of parentage, letters of exemplification, pre-adoption records and no-record-found letters. CAU also operates a high-volume public reception area serving hundreds of in-person customers daily and coordinates extensively with city, state, and federal agencies, social service providers, and the legal community. The unit represents one of the most visible points of interaction between New York City residents and the Health Department.

Requirements

• A master's degree from an accredited college or university with a specialization in an appropriate field of physical, biological or environmental science or in public health.
• A doctorate degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and one year of full-time experience in a responsible supervisory, administrative or research capacity in the appropriate field of specialization; or
• A master's degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and three years of responsible full-time research experience in the appropriate field of specialization; or
• Education and/or experience which is equivalent to the above.
• At least a master's degree in an appropriate field of specialization and at least two years of experience.
• Two years as a City Research Scientist Level I can be substituted for the experience required.

Nice To Haves

• Demonstrated experience conducting operational analysis, program evaluation, or performance monitoring
• Ability to independently plan and carry out analytical work and translate findings into operational improvements
• Strong quantitative and qualitative analytical skills, including experience with service metrics and reporting
• Experience managing or evaluating high-volume, public-facing service operations
• Demonstrated ability to support staff onboarding, training, and performance management
• Excellent written, verbal, and interpersonal communication skills, including report writing and presentation of findings
• Proficiency in Microsoft Excel and other data tools
• Ability to exercise sound judgment in complex, fast-paced operational environments
• Experience working with diverse communities and delivering customer-centered public service
• Spanish or other language proficiency is a plus

Responsibilities

• Analyze staffing needs, workload distribution, and performance trends to support hiring, backfills, and workforce planning.
• Coordinate onboarding processes and evaluate training effectiveness.
• Lead coordination of Tasks & Standards, performance evaluations, and probationary reviews using established metrics.
• Support supervisors with data-informed performance improvement plans and documentation.
• Independently analyze CAU operational workflows, volumes, processing times, and performance indicators to identify trends, risks, and opportunities for improvement.
• Support the Unit Director in planning, implementing, and evaluating daily operations, special initiatives, and long-term operational strategies.
• Monitor unit performance against established targets; prepare analytical summaries, reports, and recommendations for leadership.
• Lead operational coordination in the Director’s absence, including staff assignments and priority-setting.
• Design, maintain, and analyze operational tracking reports and datasets related to workload, productivity, customer demand, and service quality.
• Identify bottlenecks and inefficiencies using qualitative and quantitative methods and propose data-driven solutions.
• Develop, test, and evaluate operational and system enhancements, including business rules, workflow redesigns, and technology improvements.
• Document research findings, process analyses, and recommendations to support policy, operational, and system decisions.
• Assess how AI can be incorporated into unit workflows for enhanced modernization and efficiency.
• Assume managerial oversight of the operational workflow for incoming written and electronic correspondence, as well as in-person client requests and inquiries for vital statistics data including the registration, amendment, analysis, and reporting of all vital events in NYC including births, deaths, and terminations of pregnancy.
• Utilize customer service metrics to analyze daily operation workflows, response times to client inquiries, the efficiency of staffing models, and overall client satisfaction.
• Serve as the Client Escalation Lead by developing and implementing escalation procedures and policies to standardize response efforts to high-priority requests.
• Evaluate team members' performance and providing feedback.
• Equip agents with training to handle more complex customer issues.
• Coordinate with internal teams to facilitate the resolution of escalated issues.
• Participate in review meetings to discuss handling of escalated issues and potential policy changes.
• Identify trends to drive continuous improvement of the daily operational workflow.
• Work with IT, BVS leadership and vendors to test, troubleshoot, and implement eVital system enhancements.
• Develop user acceptance testing plans and document system issues, risks, and functional requirements.
• Assess the operational impact of facilities, equipment, and technology issues and coordinate resolution.
• Monitor compliance with records retention, document security, and regulatory protocols.
• Collaborate with Quality Assurance staff to analyze incident reports, training outcomes, and service quality indicators.
• Support continuity of operations planning and emergency response activities, applying operational analysis during disruptions.

Benefits

• Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance.
• Premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
• Additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
• A public sector defined benefit pension plan with steady monthly payments in retirement.
• A tax-deferred savings program
• A robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
• Job Security

What This Job Offers

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