Senior Director of Public Engagement and Constituent Affairs

The NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

DOF’s Community Affairs Division serves as a primary liaison between the agency and the public, elected officials, community organizations, and other government partners. The division is also responsible for public outreach and engagement, constituent services, and direct customer assistance related to the programs and the services administered by the Department of Finance.

Through its Outreach, Constituent Services and Correspondence functions, Community Affairs works to increase public awareness of DOF programs and benefits, assist New Yorkers in assessing agency services, respond to constituent inquiries and concerns, and strengthen relationships with external stakeholders. The division also coordinates with elected officials, community-based organizations, sister agencies, and other partners to ensure information and services are accessible to communities throughout New York City.

Community Affairs Unit is seeking a highly motivated individual to serve as the Senior Director of Public Engagement and Constituent Affairs. The ideal candidate will provide senior-level leadership and oversight of agency engagement and interactions with elected officials, community organizations, advocacy groups, government partners, and the public, ensuring engagement is consistent, responsive, and effective.

Reporting to the Assistant Commissioner, the Senior Director will develop outreach strategies, oversee constituent response operations, monitor public concerns, and advise executive leadership on issues affecting customers and stakeholders. Duties and responsibilities will include, but not be limited to the following:

• Develop and implement a comprehensive public engagement strategy aligned with agency priorities.
• Establish performance goals, service standards, and operational metrics for outreach and constituent service activities.
• Advise executive leadership on emerging community concerns, constituent trends, and stakeholder issues.
• Lead agency wide outreach initiatives, public education campaigns, workshops, and community forums.
• Represent the agency at public meetings, hearings, conferences, and community events.
• Develop strategies to improve public awareness of agency programs, services, and initiatives.
• Oversee the intake, tracking, escalation, and resolution of constituent inquiries, complaints, and service requests.
• Ensure timely and accurate responses to inquiries received through elected officials, government agencies, community organizations, and the public.
• Serve as the primary liaison between the agency and external stakeholders.
• Foster collaborative partnerships with city, state, and community-based organizations.
• Prepare reports, presentations, and recommendations for agency leadership.
• Prepare senior staff for City Council hearings and other public engagements.
• Develop and implement a comprehensive training program for external partners and ensure outreach is accessible to diverse communities.
• Use data to identify community needs, service gaps and opportunities for targeted outreach.
• Identify and elevate emerging constituent, community and stakeholder issues, and coordinate with agency leadership and operational division to support timely resolution.
• Direct and oversee the agency’s Outreach, Constituent Services and Correspondence units.

Additional Information:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document…