Head of Customer Support & Program Innovation

DEPARTMENT OF BUSINESS SERV.; New York (NY); Hybrid; USD 100,000 - 160,000; Full time

Job summary

The New York City Department of Small Business Services (SBS) seeks a Director of Customer Support and Program Development to oversee the Small Business Hotline, customer service email accounts, regulatory data, and NYC BEST initiatives.

You will lead project planning, monitor KPIs, and coordinate cross‑department efforts to improve services for NYC’s small businesses, jobseekers, and districts, reporting to the Assistant Commissioner.

Qualifications

• A bachelor's degree plus two years of related community work experience.
• Alternative: high school diploma with six years of related experience.
• Equivalent education/experience with at least one year of described experience.

Responsibilities

• Oversee SBS Small Business Hotline and customer service emails.
• Develop project plans, timelines, and milestones for programs.
• Monitor KPIs and report progress to executive staff.
• Coach and supervise Program Managers.
• Coordinate regulatory initiatives with cross-department teams.

Skills

Customer service

People management

Budgeting

Timeline management

Communication skills

Presentation skills

Education

Bachelor's degree

High School diploma

Tools

CRM software

Data reporting

Job description

The New York City Department of Small Business Services (SBS) seeks a Director of Customer Support and Program Development to oversee the Small Business Hotline, customer service email accounts, regulatory data, and NYC BEST initiatives.

You will lead project planning, monitor KPIs, and coordinate cross‑department efforts to improve services for NYC’s small businesses, jobseekers, and districts, reporting to the Assistant Commissioner.