Training Manager

City of New York•New York, NY

5d•$98,140 - $131,956•Onsite

About The Position

The NYC Department of Environmental Protection (DEP) is seeking 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. The Bureau of Customer Services (BCS) supports the DEP's mission by overseeing metering, billing, customer engagement, and service operations, serving approximately 836,000 customers and generating over $4 billion annually. The Business Services Group (BSG) within BCS provides operational support, documentation, and billing system administration. The Training Manager will manage the administration of subject matter specific trainings across all BCS units, reporting to the Director of the Business Services Group. The role involves designing and implementing a training program based on adult learning and change management principles, with subject matter expertise provided by other staff.

Requirements

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)
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. Supervision must have included supervising staff performing professional work in the areas described above.
OR 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.

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.