Senior Small Business Advocate

City of New York•New York, NY

5d•$62,868 - $78,000•Hybrid

About The Position

The New York City Department of Small Business Services (SBS) is a vibrant, client-centered agency whose mission is to serve New York’s small businesses, jobseekers and commercial districts. SBS makes it easier for companies in New York City to start, operate, and expand by providing direct assistance to business owners, supporting commercial districts, promoting financial and economic opportunity among minority- and women-owned businesses, preparing New Yorkers for jobs, and linking employers with a skilled and qualified workforce. SBS continues to reach for higher professional standards through innovative systems, new approaches to government, and a strong focus on its employees. SBS also works to make changes to the overall regulatory environment to help the small business community. The Division of Business Services (DBS) is dedicated to helping NYC businesses start, operate and expand in New York City while leading systemic change to improve the regulatory environment for businesses. The Division is guided by principles of equity, diversity, and inclusion. NYC BEST (Business Express Service Team) is a dedicated team who educate and advocate for entrepreneurs as they launch and operate their store front businesses across the five boroughs. Through their knowledge of city agency rules and regulations, the team helps small business owners navigate licenses and permits as well as avoid and reduce fines and violations.

Requirements

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
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
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

Provide direct supervision, guidance and support Small Business Advocates assigned to NYC BEST.
Monitor performance, assign tasks, and ensure deliverables are met.
Oversee the day-to-day operations of NYC BEST Small Business Advocates and support programs and services within NYC BEST.
Establishing and maintaining positive relationships with business owners by proactively engaging with clients and setting clear expectations regarding City requirements, timelines, and next steps.
Establish and maintain relationships with community partners, business associations, and other City agencies to maximize impact.
Represent NYC BEST at external meetings, workshops and events.
Providing direct, high-level technical assistance to business owners navigating zoning updates, permitting processes, and regulatory requirements.
Ensure a high standard of customer service and problem-solving for complex business inquiries
Assist in preparing briefings, presentations, and reports for agency leadership and external stakeholders.
Lead projects and travel to meetings or events within the five boroughs
Be available for evening and weekend events (as needed).
Analyze data to enhance business engagement, community outreach, and bootcamp workshop effectiveness.
Support in the creation and maintenance of training materials guides, and presentations to support learning and development.
Maintain and develop Small Business Advocate protocols and procedures to educate and train staff and enhance NYC BEST SOP.
Ensure timely and clear communication with partners on joint initiatives while tracking agency partnerships contributions and outcomes to drive continuous improvement.
Establish and maintain strong relationships with agency partners, ensuring timely and clear communication on joint initiatives.
Audit case notes to ensure completeness, accuracy and follow-up
Handle customer escalations and direct client service as needed
Conduct research and analysis storefront trend across the five boroughs for designated industries
Help expand and deepen impact NYC BEST’s small business support by proposing areas for improvement and development in assigned industries
Use quantitative and qualitative research to inform the creation of new policies and practices
In partnership with leadership, identify training needs as industry regulations arise
Supervise Small Business Advocates including direct supervision, workflow planning, and professional development.
Review and monitoring of the caseload of the assigned advocates to ensure consistency in the case management and optimal service delivery
Coordinate with senior management to ensure maximizing the reach of the team by using data to determine outreach sites and dissemination of new rules and regulations
Assist with overall management and administration including monitoring and enforcing timekeeping and personnel policies
Conduct onboarding training for new staff on NYC BEST services, agencies rules and regulations, resources and small business services.
Collaborate with the Director of Advocacy to manage and develop NYC BEST programs, ensuring alignment with strategic goals and compliance standards.
Assist in analyzing and reporting key data trends, performance metrics, and insights to inform decision-making and drive business strategies.
Provide mentorship and identify professional development for NYC BEST Small Business Advocates
Support onboarding and training period through assessment and certification process