Director, Customer Experience & Appeals

New-York-City-Department-of-Citywide-Administrative-Services; New York (NY); On-site; USD 85,000 - 110,000; Full time

Job summary

New York City Department of Citywide Administrative Services seeks a dynamic Director of Customer Service and Appeals to lead the Customer Experience team within Human Capital. You'll guide policy, define success metrics, and coordinate a Citywide call center initiative, ensuring high-quality service across agencies.

You will report to the Executive Director of Customer Experience and supervise staff, driving efficiency and collaboration with internal and external partners while advancing

Qualifications

• Master's degree in economics, finance, accounting, business or public administration with 2 years of full-time professional experience; at least 18 months in executive/managerial capacity.
• Bachelor's degree with 4 years of professional experience in budget/financial administration or related fields, including at least 18 months in supervisory roles.
• Knowledge of Civil Service Law, budgeting and project management practices.

Responsibilities

• Provide leadership and strategic planning for the Customer Experience team and related projects.
• Develop relationships with City agencies and key stakeholders; deliver presentations and updates.
• Define metrics, analyze data, and recommend operational improvements.
• Coordinate policy changes and staff training to improve citywide customer service.

Skills

Leadership

Analytical skills

Communication

Education

Master's degree in economics/finance/public administration

Bachelor's degree with 4 years of relevant experience

Tools

Mainframes (PRISE, PMS, NYCAPS)

Microsoft Dynamics 365 CRM

Microsoft Office

Job description

New York City Department of Citywide Administrative Services seeks a dynamic Director of Customer Service and Appeals to lead the Customer Experience team within Human Capital. You'll guide policy, define success metrics, and coordinate a Citywide call center initiative, ensuring high-quality service across agencies.

You will report to the Executive Director of Customer Experience and supervise staff, driving efficiency and collaboration with internal and external partners while advancing