Process Improvement and Analytics Manager, Bureau of Vital Statistics

City of New York • New York, NY

18h • $87,743 - $100,904 • Hybrid

About The Position

The Bureau of Vital Statistics (BVS), within the NYC Department of Health, registers, amends, and issues certified copies of vital records, including births and deaths, for New York City residents. BVS issues approximately one million certified copies of birth and death certificates annually and represents one of the most significant public-facing service operations within the Department. Within BVS, the Corrections and Amendments Unit (CAU) processes approximately 65,000–70,000 complex customer requests annually, including adoptions, name changes, gender marker changes, parentage amendments, and other legally governed corrections to vital records. CAU also operates a high-volume public-facing lobby serving tens of thousands of customers each year. The unit’s work directly impacts public access to benefits, legal identity, and essential services.

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 "1" or "2" above. However, all candidates must have at least a master's degree in an appropriate field of specialization and at least two years of experience described in "2" above.
• Two years as a City Research Scientist Level I can be substituted for the experience required in "1" and "2" above.

Nice To Haves

• Ability to independently plan and carry out analytical studies and translate findings into operational improvements
• Demonstrated ability to supervise staff and support training, onboarding, and performance management
• Demonstrated experience conducting operational research, data analysis, and performance evaluation.
• Strong quantitative and qualitative analytical skills, including experience with performance metrics and reporting.
• Experience managing or evaluating high-volume, public-facing service operations.
• Excellent written, verbal, and interpersonal communication skills, including report writing and presentation of findings.
• Proficiency in Microsoft Excel and other data tools; experience with database or systems analysis experience.
• Ability to exercise sound independent judgment in complex operational and policy environments

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.
• 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.
• Benefits: City employees are entitled to unmatched benefits such as: a 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 and
• a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
• Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
• Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

What This Job Offers

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