Director of Performance, Accountability & Service Excellence

OFFICE OF THE MAYOR; New York (NY); On-site; USD 95,000 - 150,000; Full time

Job summary

The New York City Mayor’s Office is seeking a results-driven professional to lead performance management and accountability initiatives across city agencies. This role turns data into actionable insights to support Mayoral priorities and improve service delivery across all five boroughs.

You will collaborate with executives, manage teams, and drive measurable improvement while upholding equity and efficient government operations. Residency requirements apply for NYC employment.

Qualifications

• Experience leading performance management or accountability systems, ideally in government or a complex organization.
• Strong analytical instincts, ability to interpret data, identify trends, and turn insights into action.
• Track record of driving results through structured processes, executive engagement, and cross-agency collaboration.
• Experience managing teams and building high-performing operations, with the ability to set clear expectations and deliver through others.
• Excellent communication skills, including the ability to synthesize complex information for senior leaders and drive decision-making.

Responsibilities

• Strengthen City’s accountability infrastructure by ensuring core performance reporting products are accurate, timely, actionable, and drive decision-making.
• Lead performance management and executive review processes to identify challenges early and push agencies toward measurable improvement.
• Build systems that track commitments, flag risks, and support agency accountability and follow through to deliver Mayoral priorities.
• Integrate customer experience into performance management so that how New Yorkers interact with government is measured and improved alongside operational outcomes.
• Identify risks, trends and opportunities to improve City services by surfacing issues, and collaborate across teams to diagnose root causes and inform the Office’s project portfolio.
• Lead and evolve service excellence efforts to make City services more accessible, responsive, and effective.
• Manage and develop performance management and customer service staff while fostering a collaborative, results-oriented team culture.

Skills

Performance management

Data analysis

Cross-agency collaboration

Team leadership

Communication

Education

Bachelor’s degree

Associate degree + 2 years experience

High school diploma + 4 years experience

Job description

The New York City Mayor’s Office is seeking a results-driven professional to lead performance management and accountability initiatives across city agencies. This role turns data into actionable insights to support Mayoral priorities and improve service delivery across all five boroughs.

You will collaborate with executives, manage teams, and drive measurable improvement while upholding equity and efficient government operations. Residency requirements apply for NYC employment.