Director of Performance, Accountability & Service Excellence

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

Job summary

City of New York’s Mayor’s Office seeks a Deputy Director for Performance, Accountability & Service Excellence to lead accountability systems, drive performance reviews, and advance Mayoral priorities across agencies. You will turn data into actionable insights and foster equity in service delivery.

The role requires extensive collaboration with City Hall, agencies, and external partners, with a focus on operational excellence and staff development in a fast-paced environment.

Qualifications

• Experience leading performance management or accountability systems.
• Strong analytical instincts to interpret data and turn insights into action.
• Track record of driving results through structured processes and cross‑agency collaboration.

Responsibilities

• Strengthen accountability infrastructure with accurate, timely, actionable reporting.
• Lead performance management and executive reviews to identify challenges early.
• Ensure delivery of Mayoral priorities by tracking commitments and risks.
• Integrate customer experience with performance management to improve services.
• Identify risks, trends and opportunities to improve City services and inform portfolios.
• Lead service excellence efforts to make City services more accessible and effective.
• Manage and develop performance management and customer service staff.

Skills

Performance management

Data analysis

Leadership

Project management

Cross-agency collaboration

Communication

Education

Master’s Degree

Job description

City of New York’s Mayor’s Office seeks a Deputy Director for Performance, Accountability & Service Excellence to lead accountability systems, drive performance reviews, and advance Mayoral priorities across agencies. You will turn data into actionable insights and foster equity in service delivery.

The role requires extensive collaboration with City Hall, agencies, and external partners, with a focus on operational excellence and staff development in a fast-paced environment.