Director of Customer Support & Program Innovation

City of New York; New York (NY); Hybrid; USD 62,868 - 90,000; Full time

Benefits offered by this job

Remote work up to 2 days/week

Travel across NYC boroughs

Job summary

The City of New York's SBS seeks a Director of Customer Support and Program Development to lead the Small Business Hotline, manage customer service emails, and guide program development and regulatory initiatives. You will oversee KPI tracking, data quality, and reporting for executive leadership.

You will build and supervise a team, coordinate with regulatory reform, and ensure timely delivery of city services to support small businesses across the five boroughs.

Qualifications

• A baccalaureate degree from an accredited college and two years of experience in community work or related duties.
• High school graduation or equivalent and six years of experience in community work or related duties.
• Education and/or experience equivalent to the above, with at least one year of experience as described.

Responsibilities

• Oversee initiatives, such as NYC BEST Bootcamp, that support businesses navigating regulatory requirements and City services from project planning through implementation and completion.
• Coordinate needs in partnership with the Director of Regulatory Reform to ensure appropriate considerations are made in the development of new programs and initiatives.
• Develop project plans, timelines, deliverables, and milestones to support business assistance initiatives.
• Monitor project progress and ensure program goals and operational milestones are achieved.
• Maintain program records, prepare reports, and communicate progress to internal and external stakeholders
• Develop and track performance metrics such as project milestones, customer satisfaction and engagement, and operational efficiencies.
• Monitor and report KPIs and other metrics on a regular basis for Executive-level staff through Dashboards, reports and presentations
• Set program goals and ensure quality service delivery for each mentioned program and service
• Use customer service expertise to develop improvements to customer experience for the Small Business Hotline, NYC BEST and other regulatory support paths
• Help expand and deepen impact of NYC BEST’s small business support by proposing areas for improvement and development
• Work closely with management, staff, and other SBS teams to align programs with SBS mission and strategies
• Maintaining a deep understanding of SBS services and programming to provide accurate information to customers and develop relevant regulatory programming
• Use quantitative and qualitative research to inform the creation of new policies and practices
• Develop and maintain team materials and collateral
• Synthesize complex information into presentations and reports for various audiences
• Respond to time-sensitive requests from City Hall, SBS Executive Staff, elected officials, press, and the public
• Support customer survey design and implementation
• Conduct quality assurance tests to evaluate service delivery and data collection
• Develop and monitor contracts and vendors
• Representing the agency and divisional strategic planning activities as needed
• Coach, mentor, support, and train a team of Program Managers, as required.
• Strong initiative and a sense of urgency to follow through on tasks until completion.
• Leading and motivating the customer service team to provide exceptional service to customers

Skills

Customer service

Leadership

Budgeting

Timeline management

Regulatory knowledge

Data analysis

Education

Bachelor's degree

Tools

CRM software

Job description

The City of New York's SBS seeks a Director of Customer Support and Program Development to lead the Small Business Hotline, manage customer service emails, and guide program development and regulatory initiatives. You will oversee KPI tracking, data quality, and reporting for executive leadership.

You will build and supervise a team, coordinate with regulatory reform, and ensure timely delivery of city services to support small businesses across the five boroughs.