Director of Correspondence

City of New York; New York (NY); On-site; USD 125,000 - 150,000; Full time

Job summary

City of New York Mayor’s Office seeks an experienced Director of the Office of Correspondence and Ceremonial Affairs to lead operations, gifts intake, ceremonial activities, and writing teams, delivering high‑quality constituent communications across the five boroughs.

You’ll develop operational frameworks, supervise multiple teams, automate processes, maintain correspondence systems, manage high‑volume inquiries, audit activities, and partner with DORIS to ensure records retention and

Qualifications

• Bachelor’s degree in a relevant field such as public administration, communications, political science, or related discipline.
• Minimum of 5 years in executive correspondence, administrative management, or public service roles.
• Proficiency in Microsoft Office Suite and other administrative or document management systems.
• Experience with document management, filing systems, and electronic correspondence platforms.

Responsibilities

• Develop and implement operational frameworks, standards, and workflows to promote consistency across processes, systems, communications, and quality standards.
• Supervise Operations, Gifts Intake, Ceremonial Affairs, and Writing teams, ensuring effective coordination, accountability, and high-quality service delivery.
• Identify and implement opportunities for automation, process optimization, efficiency gains, and compliance improvements.
• Establish and maintain comprehensive correspondence management systems to track, route, monitor, and close constituent cases efficiently.
• Oversee the timely and accurate management of high-volume public inquiries, including 311 service requests, hard mail, emails, and telephone calls.
• Direct correspondence operations and analyze inquiry trends to improve response times, identify recurring issues, and standardize constituent responses.
• Conduct comprehensive audits of correspondence, casework, and gifts management processes to ensure accuracy, compliance, accountability, and adherence to established standards.
• Partner with the Department of Records and Information Systems (DORIS) to ensure accurate gift inventory management, records retention, and archival compliance.
• Serve as the primary Intranet Quorum (IQ) administrator, overseeing system functionality, user needs, vendor relationships, service contracts, updates, and ongoing system enhancements.
• Work with liaisons at 60 city agencies and offices to ensure that citywide correspondence staff are providing constituents with efficient and effective customer service; distributes monthly reports and follows-up on the status of each.

Job description

• Job Category: Administration & Human Resources
• Salary Band: $125,000 to $150,000
• Compensation: USD 140,000 - USD 150,000

Job Description

The Agency You’ll Join:

The New York City Mayor’s Office is responsible for overseeing city services throughout the five boroughs, coordinating public agencies and departments, and managing public property. The administration is leading the fight in making the city more affordable, reducing inequality, improving public safety, ensuring delivery of efficient and effective services, and working to make New York City’s economy stronger. We value leadership, transparency, fairness, and efficiency as we actively seek diverse talents from various sectors to join our team. For current job opportunities, visit our careers page.

The Team You’ll Work With:

The New York City Mayor’s Office of Correspondence & Ceremonial Affairs plays a vital role in providing the Mayor and our Administration with insight into the views, experiences, and concerns of everyday New Yorkers, as well as in connecting constituents to City services and keeping them informed about the Mayor’s bold agenda of affordability, good governance, public safety, and a life of dignity and opportunity for all. The office also receives and tracks gifts sent to the Mayor and drafts Mayoral greetings and ceremonial commendations. The responsibilities of Correspondence team members involve writing in the Mayor’s voice to communicate the policies, priorities, and goals of our Administration; ample research, editing, and fact‑checking in a deadline‑driven environment; familiarity with the innerworkings City government; an understanding of the political landscape, and a deep knowledge of the five boroughs.

The Problems You’ll Solve

• Develop and implement operational frameworks, standards, and workflows that promote consistency across processes, systems, communications, and quality standards.
• Supervise Operations, Gifts Intake, Ceremonial Affairs, and Writing teams, ensuring effective coordination, accountability, and high-quality service delivery.
• Identify and implement opportunities for automation, process optimization, efficiency gains, and compliance improvements.
• Establish and maintain comprehensive correspondence management systems to track, route, monitor, and close constituent cases efficiently.
• Oversee the timely and accurate management of high-volume public inquiries, including 311 service requests, hard mail, emails, and telephone calls.
• Direct correspondence operations and analyze inquiry trends to improve response times, identify recurring issues, and standardize constituent responses.
• Conduct comprehensive audits of correspondence, casework, and gifts management processes to ensure accuracy, compliance, accountability, and adherence to established standards.
• Partner with the Department of Records and Information Systems (DORIS) to ensure accurate gift inventory management, records retention, and archival compliance.
• Serve as the primary Intranet Quorum (IQ) administrator, overseeing system functionality, user needs, vendor relationships, service contracts, updates, and ongoing system enhancements.
• Work with liaisons at 60 city agencies and offices to ensure that citywide correspondence staff are providing constituents with efficient and effective customer service; distributes monthly reports and follows-up on the status of each.

About You

• Change Management: Ability to implement new processes, workflows, or reporting systems without disrupting operations is important for organizational growth.
• Strategic Planning and Decision-making: develop operational strategies, set priorities, and make informed decisions that balance speed, quality, budget, and capacity.
• Advanced written and verbal communication skills.
• Ability to draft clear, concise, and legally sound correspondence.
• Leadership and supervisory experience.
• Managing workflows and ensuring compliance with agency policies.
• Familiarity with government, records and gift compliance requirements.
• Experience in managing high level written communication, including drafting and editing official correspondence, reports, and publications.
• Understanding of public service ethics and confidentiality requirements.

Minimum Required Qualifications

• Bachelor’s degree in a relevant field such as public administration, communications, political science, or related discipline.
• Minimum of 5 years in executive correspondence, administrative management, or public service roles.
• Proficiency in Microsoft Office Suite and other administrative or document management systems.
• Experience with document management, filing systems, and electronic correspondence platforms.

Preferred Skills

• Ability to work independently and as part of a team.
• Strong problem solving and decision making skills.
• Flexibility to handle urgent or time sensitive correspondence.
• Understanding of public service ethics and confidentiality requirements.

DIRECTOR OF THE OFFICE OF CORR - 94585

Qualifications

1. A Baccalaureate degree from an accredited college or university and five years satisfactory full-time professional experience, including a minimum of two years in an administrative, managerial, or executive capacity or supervising personnel performing activities related to the duties of the position.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.