Director of Correspondence

• Job Category:
  Administration & Human Resources
• Salary Band: $125,000 to $150,000
• Compensation: USD 140,000 - USD 150,000

The Agency You’ll Join:

The New York City Mayor’s Office is responsible for overseeing city services throughout the five boroughs, coordinating public agencies and departments, and managing public property. The administration is leading the fight in making the city more affordable, reducing inequality, improving public safety, ensuring delivery of efficient and effective services, and working to make New York City’s economy stronger. We value leadership, transparency, fairness, and efficiency as we actively seek diverse talents from various sectors to join our team.

For current job opportunities, visit our careers page.

The Team You’ll Work With:

The New York City Mayor’s Office of Correspondence & Ceremonial Affairs plays a vital role in providing the Mayor and our Administration with insight into the views, experiences, and concerns of everyday New Yorkers, as well as in connecting constituents to City services and keeping them informed about the Mayor’s bold agenda of affordability, good governance, public safety, and a life of dignity and opportunity for all.

The office also receives and tracks gifts sent to the Mayor and drafts Mayoral greetings and ceremonial commendations. The responsibilities of Correspondence team members involve writing in the Mayor’s voice to communicate the policies, priorities, and goals of our Administration; ample research, editing, and fact‑checking in a deadline‑driven environment; familiarity with the inner workings City government; an understanding of the political landscape, and a deep knowledge of the five boroughs.

• Develop and implement operational frameworks, standards, and workflows that promote consistency across processes, systems, communications, and quality standards.
• Supervise Operations, Gifts Intake, Ceremonial Affairs, and Writing teams, ensuring effective coordination, accountability, and high-quality service delivery.
• Identify and implement opportunities for automation, process optimization, efficiency gains, and compliance improvements.
• Establish and maintain comprehensive correspondence management systems to track, route, monitor, and close constituent cases efficiently.
• Oversee the timely and accurate management of high-volume public inquiries, including 311 service requests, hard mail, emails, and telephone calls.
• Direct correspondence operations and analyze inquiry trends to improve response times, identify recurring issues, and standardize constituent responses.
• Conduct comprehensive audits of correspondence, casework, and gifts management processes to ensure accuracy, compliance, accountability, and adherence to established standards.
• Partner with the Department of Records and Information Systems (DORIS) to ensure accurate gift inventory management, records retention, and archival compliance.
• Serve as the primary Intranet Quorum (IQ) administrator, overseeing system functionality, user needs, vendor relationships, service contracts, updates, and ongoing system enhancements.
• Work with liaisons at 60 city agencies and offices to ensure that citywide correspondence staff are providing constituents with efficient and effective customer service; distributes monthly reports and follows-up on the status of each.

• Change Management:
  Ability to implement new processes, workflows, or reporting systems without disrupting operations is important for organizational growth.
• Strategic Planning and Decision-making: develop operational strategies, set priorities, and make informed decisions that balance speed, quality, budget, and capacity.
• Advanced written and verbal communication skills.
• Abili…