Senior Project Manager

City of New York•New York City, NY

18h

About The Position

The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for oversight of the for-hire vehicle industries in New York City, including the drivers and owners of yellow medallion taxis, green Boro Taxis, community car services, black cars (include those booked via smartphone app), certain luxury limousines, commuter vans, and paratransit vehicles. These industries serve more than 1,000,000 passengers each day and are a key component of the city’s transportation network. Through functions such as driver background checks, vehicle inspections, and driver education, TLC’s role is to promote the highest standards of safety and consumer protection in the industries we regulate. Driver Education, a division within Licensing and Standards, is responsible for managing the training program for new and current TLC drivers. TLC’s unique driver population hail from over 100 countries and speaks a multitude of languages. To help give these drivers the tools they need to succeed on the road, drivers attend courses to learn about safe driving practices and traffic law, TLC rules and regulations, the City’s Vision Zero Initiative, customer service skills for interacting with passengers, and assisting people with disabilities. As the taxi and for-hire vehicle sectors continue to evolve, providing a dynamic training program that reflects changes in the industry is necessary for promoting a safe riding experience for the customers we serve. The Senior Project Manager will report directly to the Executive Director, and support policy review and development, vendor and provider oversight, reporting, and customer service training initiatives. This role requires a highly organized critical thinker who can work independently while also collaborating with internal teams, vendors, and external stakeholders. The Senior Project Manager will use data-driven approaches to monitor compliance, evaluate program performance, and recommend improvements across education, examination, and facilities operations.

Requirements

A baccalaureate degree from an accredited college and two years of satisfactory, full-time experience related to the projects and policies to be studied in the position; or
A satisfactory equivalent of education and/or experience.

Responsibilities

Develop progress and performance reports in collaboration with data analytics staff to ensure compliance with vendor contract requirements.
Monitor and track Exam Vendor compliance with contractual obligations.
Coordinate with the Test Vendor on the development, review, and ongoing updates of the Driver License Examination.
Facilitate workshops, meetings, and information sessions with training schools and education providers.
Conduct data-driven assessments to determine eligibility and approval of new education course provider applications.
Perform course audits at training school locations across all five boroughs.
Establish and maintain standardized schedules for curriculum review and evaluation.
Develop recommendations to improve curriculum content, instructional quality, and course delivery methods.
Manage authorization status for training school facilities.
Review and evaluate applications for new facilities using established program indicators.
Coordinate with training schools to collect, review, and process required documentation for facility expansions or new locations.
Prepare and maintain progress and compliance reports for training schools in accordance with Authorization Agreement standards.
Analyze program indicators to identify trends, risks, and opportunities for improvement.
Support policy implementation and develop recommendations to enhance program effectiveness and service delivery.
Conduct research, prepare written reports, and develop presentations for the Commission, licensees, and members of the public.
Participate in planning, evaluation, and problem-solving sessions with internal staff and external stakeholders.
Collect and analyze feedback related to policy initiatives and customer service improvements, including technology-based solutions.
Represent the Education unit at public meetings, town halls, webinars, and other outreach events.
Respond to and assist with inquiries from education providers, exam vendors, applicants, licensees, and internal staff.
Support ongoing customer service initiatives and training efforts as assigned.