Training Manager

City of New York•New York, NY

9h•$98,140 - $131,956•Onsite

About The Position

The New York City Department of Environmental Protection (DEP), Bureau of Customer Services (BCS), seeks a Training Manager to lead the development and day-to-day operation of a bureau-wide training program and maintain the Standards of Operations (SOPs) and other materials that support it. The role is within the Business Services Group, which provides operational support, documentation, and billing system administration for bureau-wide meter-to-cash operations. The selected candidate will administer subject-specific training across BCS units and design and implement a program based on adult-learning and change-management principles. Subject matter expertise will be provided by other Business Services Group staff. The position reports to the Director of the Business Services Group. The Training Manager coordinates the BCS Training Team, develops and oversees training with subject matter experts and consultants, and evaluates training effectiveness. The role also leads the bureau’s SOP program, including procedure development, revision, governance, repository management, version control, and scheduled reviews. The position works with BCS divisions and internal and external partners to align procedures and training, and supports operational improvement projects and other bureau priorities. The position is based at 59-17 Junction Blvd., 7th Floor, Corona, New York, and is scheduled for 35 hours per week. Only candidates serving in the permanent civil service title of Administrative Staff Analyst will be considered for interview. Appointments are subject to OMB approval.

Requirements

Only candidates serving in the permanent civil service title of Administrative Staff Analyst will be considered for interview.
Strong experience developing adult-learning training programs, Standards of Operations, policies, instructional content, or procedural documentation.
Demonstrated ability to manage training programs or lead training teams.
Excellent writing, editing, and communication skills, including the 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 enjoyment of learning.
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.
The civil-service qualification criteria list several alternative education and experience pathways: a relevant master's degree or JD with two years of specified professional experience, including 18 months in an executive, managerial, administrative, or supervisory capacity; a bachelor's degree with four years of specified experience, including the required 18 months; an associate degree or 60 semester credits with six years of specified experience, including the required 18 months; a high school diploma or equivalent with eight years of specified experience, including the required 18 months; or an equivalent combination, subject to the stated minimum requirements.
Appointments are subject to OMB approval.

Nice To Haves

NYC Environmental Protection (DEP) or Bureau of Customer Services (BCS) experience.

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 the creation and rollout of subject-matter trainings across the bureau in collaboration with subject matter experts and relevant consultants.
Evaluate training effectiveness through feedback, 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 the BCS SOP program by developing, revising, and governing bureau-wide standard operating procedures in partnership with subject matter experts and relevant consultants.
Maintain a structured SOP repository, version control system, and scheduled review cycles.
Coordinate SOP updates triggered by operational changes, system enhancements, safety guidelines, or compliance requirements.
Collaborate with 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 SOPs and training programs.
Support additional operational improvement projects and bureau priorities as assigned.