PROGRAM MANAGER

New York City, NY-posted 4 months ago

$106,602 - $153,362/Yr

Full-time • Mid Level

Manhattan, NY

5,001-10,000 employees

Justice, Public Order, and Safety Activities

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The Department of Social Services (DSS) is comprised of the administrative units of the NYC Human Resources Administration (HRA) and the Department of Homeless Services (DHS). Through integrated management for HRA and DHS, client services can be provided more seamlessly and effectively. The city leverages shared services functions across agencies, which results in better day-to-day management and building an integrated mission across agencies. Within DSS, the Office of Business Process Innovation (BPI) works with internal and external partners to develop process innovations and implement priority policies with the support of technology, with the goal of improving service delivery for DSS clients and creating efficiency and improved user experience for staff. BPI serves as a liaison between business/program areas and DSS IT staff and/or contracted vendors who build the technology, ensuring that business needs are met, and that development work is completed to the highest standard. Under the executive direction of the DSS Deputy Commissioner, with wide latitude for the exercise of independent initiative, judgment, decision making and action, the Program Manager is responsible for leading and managing various projects aimed at transforming and optimizing business processes through innovative solutions. This role involves identifying opportunities for process improvement, implementing new methodologies, and ensuring that changes align with the organization's strategic objectives.

Lead day-to-day team activities, supervising the work of BPI project staff and contractors in ensuring timely development of new functionality and innovative business processes.
Conduct thorough analyses of existing business processes to identify inefficiencies and areas for improvement. Utilize methodologies such as Lean, Six Sigma, and Agile to design and implement optimized processes.
Oversee and create process flows documenting existing and future state of business. Assess business pain points and process gaps, gather and generate ideas and solutions, and write concise and persuasive proposals for innovation.
Collaborate with internal and external stakeholders, including department heads, IT teams, and external vendors, to gather requirements and ensure successful project delivery.
Facilitate discussions with all program stakeholders, ITS project staff and contractors ensuring that decisions about business needs, high-level system functionality, privacy and confidentiality rules and program processes are documented.
Oversee all project phases from initiation to completion, managing resources, budgets, and risks effectively.
Lead cross-functional teams in the execution of process innovation projects, ensuring alignment with business goals and timelines.
Coordinate closely with the Executive Project Management Office and ITS to plan, manage, and coordinate complex innovation projects from initiation to completion.
Oversee user acceptance testing of new system functionality, ensuring that all scenarios are covered and all defects identified are thoroughly documented.
Develop and implement change management strategies to facilitate the adoption of new processes across the organization.
Work with programs and agency partners to establish key performance indicators (KPIs) to measure the success of process innovations.
Regularly brief agency leadership on the progress of project updates and high-priority process improvements and system functionality.

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 private 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.
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.

Proficient user experience and design thinking skills, e.g., process mapping, experience diagramming, task analysis, staffing workflow design, etc.
Strong analytic, problem solving, decision making and organizational skills.
Excellent written and verbal communication skills with experience in executive briefing and leading discussions between technical and non-technical staff.
Ability to work independently and lead teams and influence peers.
Strong knowledge of Azure, Confluence, MS Office, Visio and MS Project.
8+ years of supervisory experience and strong mentoring skills.
Understanding of user-centered design, database design, software development life cycle, agile methodology and user acceptance testing.
Understanding of New York City's housing landscape, rental assistance programs and the cash assistance program.
In-depth understanding of and experience with various project management techniques.
Some experience with observational user research, ethnography, in sighting and synthesis is a plus.
Prior experience in a government organization is a plus.

Public Service Loan Forgiveness eligibility.
New York City residency requirement within 90 days of appointment.

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