Training Manager

City of New York•New York, NY

13h•$98,140 - $131,956•Onsite

About The Position

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high-quality drinking water, managing wastewater and storm water, and reducing air, noise, and hazardous materials pollution. The Bureau of Customer Services (BCS) supports this mission through metering, billing, customer engagement, and service operations. BCS oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices, serving approximately 836,000 customers and generating more than $4 billion of revenue annually. The Bureau of Customer Services’ Business Services Group (BSG) provides bureau-wide operational support, documentation, and billing system administration to facilitate smooth meter-to-cash operations across the bureau. To strengthen process standardization and workforce readiness throughout the entire bureau, BCS seeks a Training Manager to lead the development and day-to-day operations of a bureau-wide training program and the upkeep of the Standards of Operations (SOPs) and other training materials that the program is built upon. The selected candidate will manage the administration of subject matter specific trainings across all Bureau of Customer Services units. Reporting to the Director of the Business Services Group, the selected candidate will design and implement a training program for the bureau based on the principles of adult learning and change management. All subject matter expertise will be provided by other staff within Business Services Group.

Requirements

Only Candidates Serving in the Permanent Civil Service Title of Administrative Staff Analyst will be considered for interview.
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 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. Supervision must have included supervising staff performing professional work in the areas described above.
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.
Strong experience developing adult learning training programs, Standards of Operations (SOPs), policies, instructional content, or procedural documentation.
Demonstrated ability to manage training programs or lead training teams.
Excellent writing, editing, and communication skills, with ability to convert technical or operational information into clear, structured content.
Strong analytical and workflow mapping abilities.
Familiarity with operational, administrative, field, or technical service environments
Intellectual curiosity and someone who enjoys learning themselves
Ability to build relationships and work collaboratively with diverse units.
Capacity to manage multiple deadlines and priorities in a fast-paced environment.
Proficiency with Microsoft Office and training management tools
NYC Environmental Protection (DEP)/Bureau of Customer Services Experience (BCS)

Responsibilities

Coordinate the individuals serving on the Bureau of Customer Services Training Team, including planning workloads, assigning trainers, and ensuring delivery quality.
Develop bureau-wide training anchored in Standards of Operations and operational standards.
Oversee creation and rollout of subject matter trainings across the bureau, in collaboration with subject matter experts and relevant consultants.
Evaluate training effectiveness through feedback, Question and Answer (Q&A) tracking, comprehension checks, and performance trends.
Partner with Directors to identify emerging training needs based on operational issues, system changes, audit findings, or process updates.
Lead Bureau of Customer Services’s (BCS’s) Standards of Operations (SOP) program by developing, revising, and governing bureau-wide standard operating procedures in partnership with Subject Matter Experts (SMEs) across the business and relevant consultants.
Maintain a structured Standard of Operations (SOP) repository, version control system, and scheduled review cycles.
Coordinate updates triggered by operational changes, system enhancements, safety guidelines, or compliance requirements.
Collaborate with Bureau of Customer Services (BCS) divisions, Technical Services, Field Operations, Human Resources, and external partners to align procedures and training requirements.
Prepare summaries, guidance documents, reference materials, and internal communications supporting adoption of Standards of Operations (SOPs) and training programs.
Support additional operational improvement projects and bureau priorities as assigned.