Training Manager

Training Manager

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high-quality drinking water, managing wastewater and storm water, and reducing air, noise, and hazardous materials pollution. The Bureau of Customer Services (BCS) supports this mission through metering, billing, customer engagement, and service operations. To strengthen process standardization and workforce readiness throughout the entire bureau, Bureau of Customer Services seeks a Training Manager to lead the development and day-to-day operations of a bureau-wide training program and the upkeep of the Standards of Operations (SOPs) and other training materials that the program is built upon.

The selected candidate will manage the administration of subject matter specific trainings across all Bureau of Customer Services units.

Reporting to the Director of the Business Services Group, the selected candidate will design and implement a training program for the bureau based on the principles of adult learning and change management. All subject matter expertise will be provided by other staff within Business Services Group.

Responsibilities:

• Training Team Management
  - Coordinate the individuals serving on the Bureau of Customer Services Training Team, including planning workloads, assigning trainers, and ensuring delivery quality.
• Develop bureau-wide training anchored in Standards of Operations and operational standards.
• Oversee creation and rollout of subject matter trainings across the bureau, in collaboration with subject matter experts and relevant consultants.
• Evaluate training effectiveness through feedback, Question and Answer (Q&A) tracking, comprehension checks, and performance trends.
• Partner with Directors to identify emerging training needs based on operational issues, system changes, audit findings, or process updates.
• SOP Upkeep
  - Lead Bureau of Customer Services's (BCS's) Standards of Operations (SOP) program by developing, revising, and governing bureau-wide standard operating procedures in partnership with Subject Matter Experts (SMEs) across the business and relevant consultants.
• Maintain a structured Standard of Operations (SOP) repository, version control system, and scheduled review cycles.
• Coordinate updates triggered by operational changes, system enhancements, safety guidelines, or compliance requirements.
• Collaborate Cross-Unit Coordination and Operational Support
  - Collaborate with Bureau of Customer Services (BCS) divisions, Technical Services, Field Operations, Human Resources, and external partners to align procedures and training requirements.
• Prepare summaries, guidance documents, reference materials, and internal communications supporting adoption of Standards of Operations (SOPs) and training programs.
• Support additional operational improvement projects and bureau priorities as assigned.

Qualified applicants for this position should have:

• Strong experience developing adult learning training programs, Standards of Operations (SOPs), policies, instructional content, or procedural documentation.
• Demonstrated ability to manage training programs or lead training teams.
• Excellent writing, editing, and communication skills, with ability to convert technical or operational information into clear, structured content.
• Strong analytical and workflow mapping abilities.
• Familiarity with operational, administrative, field, or technical service environments.
• Intellectual curiosity and someone who enjoys learning themselves.
• Ability to build relationships and work collaboratively with diverse units.
• Capacity to manage multiple deadlines and priorities in a fast-paced environment.
• Proficiency with Microsoft Office and training management tools.
• NYC Environmental Protection (DEP)/Bureau of Customer Services Experience (BCS)

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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