Deputy Director, Performance & Service Excellence

City of New York; New York (NY); On-site; USD 160,000 - 170,000; Full time

Job summary

The New York City Mayor’s Office is seeking a Deputy Director for Performance, Accountability & Service Excellence to strengthen the City's accountability infrastructure and ensure timely, actionable performance reporting. You will lead cross‑agency performance management, integrate customer experience with operations, and drive executive review processes to deliver Mayoral priorities.

A Master’s degree and 9+ years of experience in government contexts are preferred.

Qualifications

• Master’s Degree.
• 9+ years of work experience, including at least 5+ years in a supervisory capacity.
• 3+ years of progressively responsible experience in project management.
• Experience leading performance management or accountability systems, ideally in government.
• Strong analytical instincts with ability to translate data into action.
• Excellent communication and ability to present complex information to senior leaders.

Responsibilities

• Strengthen the City’s accountability infrastructure by ensuring core reporting products are accurate, timely, and actionable.
• Lead performance management and executive review processes to identify challenges and drive improvement.
• Build systems that track commitments, flag risks, and support agency accountability.
• Integrate customer experience into performance management and measure it alongside operational outcomes.
• Identify risks and opportunities to improve city services and inform the Office’s portfolio.
• Lead and evolve service excellence efforts to make City services more accessible and effective.
• Manage and develop performance and customer service staff while fostering a collaborative team culture.

Skills

Leadership

Analytical thinking

Strategic planning

Cross-agency collaboration

Education

Master’s Degree

Job description

The New York City Mayor’s Office is seeking a Deputy Director for Performance, Accountability & Service Excellence to strengthen the City's accountability infrastructure and ensure timely, actionable performance reporting. You will lead cross‑agency performance management, integrate customer experience with operations, and drive executive review processes to deliver Mayoral priorities.

A Master’s degree and 9+ years of experience in government contexts are preferred.