ODRC Program Operations Manager

City of New York; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

The New York City Taxi and Limousine Commission (TLC) seeks a dedicated Community Coordinator for the Owner Driver Resource Center in Long Island City, NY. You will manage daily operations, deliver high-quality client service, and coordinate outreach efforts.

Responsibilities include leading staff, developing programs, analyzing service data, and preparing reports for management and stakeholders. Strong communication and cross-team collaboration are essential.

Qualifications

• Bachelor's degree with two years of community work or related experience.
• High school diploma with six years of related experience accepted.
• Equivalent combination of education and experience as described.

Responsibilities

• Oversee daily operations of the TLC Owner/Driver Resource Center and provide high-level customer service.
• Conduct outreach events, webinars, and other engagements with program sites and community groups.
• Coordinate with partner organizations to invite TLC drivers and owners to programs and resources.
• Review service data and client trends to identify opportunities for improvement.
• Lead and coach O/DRC staff responsible for assisting clients to relevant services.
• Draft and edit correspondence to drivers and other licensees.

Skills

PowerBI

SQL

Python

Customer service

Staff management

Education

Bachelor's degree

High school diploma

Tools

PowerBI

SQL

Python

Job description

The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for regulating for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services such as Uber and Lyft, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles.

The TLC oversees a transportation ecosystem that moves nearly 1 million riders every single day the equivalent of the entire Boston transit system. TLC is the agency responsible for regulating New York City's taxicab and for-hire vehicle industry. With approximately 180,000 licensed drivers, 1,000 businesses, 115,000 vehicles including and the iconic yellow taxi at the heart of our city’s identity, TLC is entering a new era of dignity, accountability, and collaboration across the for hire vehicle sector. TLC continues to be on the front lines of a rapidly changing mobility landscape and our innovative efforts--whether requiring minimum pay for app drivers, ensuring wheelchair accessible service, making our licensed fleet more environmentally sustainable, working to eliminate traffic fatalities, or preventing discriminatory service--often serve as a model for other cities.

Core Priorities

• Driver and Passenger Dignity ensuring every interaction reflects respect and fairness
• Corporate Accountability holding regulated entities to consistent, transparent standards
• A Transportation System that Works Together equitable, modern, and accessible

About the Role

The TLC Owner Driver Resource Center (O/DRC), located at TLC’s licensing center in Long Island City, offers legal services, driver mediation services, financial assistance, health and wellness workshops, public benefit assistance and assist with providing resources to our TLC community. The O/DRC also works closely with the Assistant Commissioner of Program Planning and Management and the Deputy Director of Programs to implement financial assistance initiatives such as the Medallion Relief Program (MRP) and the ATLAS vehicle loan assistance program. A successful candidate should have proven experience in community engagement, client services, program operations, and staff management.

Duties and Responsibilities

• Oversee daily operations of the TLC Owner/Driver Resource Center and provide high-level of customer service. Address and resolve any client issues quickly and efficiently.
• Conduct various engagements including outreach events, webinars, internal and external events, and special projects. Visit and present to program sites, community organizations, and other groups as needed.
• Coordinate with partner organizations to ensure TLC drivers and owners are invited to internal and external programs and resources.
• Review service data and client trends to identify patterns, operational needs, and opportunities for program improvement and future engagements.
• Lead and coach O/DRC staff responsible for assisting and directing clients to relevant services.
• Draft, review, and edit correspondence and external communications to TLC-licensed drivers, medallion owners, and other licensees.
• Manage client experience process from initial intake to service referral.
• Provide recommendations for improving systems to enhance client experience.
• Track O/DRC service metrics and prepare reports, charts, and graphs as needed.
• Collaborate with internal and external stakeholders.
• Develop and maintain reports, client management systems, charts, and other data visualizations to monitor program performance, create presentations and communicate findings to management and external stakeholders.
• Analyze data and performance metrics to evaluate program effectiveness, support operational decision making, and make recommendations to improve client services and program outcomes.
• Complete special assignments, tasks, and projects assigned by senior management as needed.

Work Location

Long Island City, NY

COMMUNITY COORDINATOR - 56058

Minimum Qualifications

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Preferred Skills

• Interest and experience supporting workers’ rights.
• Management experience overseeing staff, clients, or initiatives.
• Ability to speak and write in a language other than English is preferred.
• Comfortable working in a dynamic environment managing multiple priorities.
• Experience or knowledge of using PowerBI, SQL, or Python to review and analyze client data.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.