Director of Key Accounts Group

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers. The Bureau of Customer Services (BCS) oversees water and wastewater billing and meter management, serving approximately 836,000 customers and generating over $4.5 billion in revenue annually.

As Director of the Key Accounts Group, reporting to the Senior Director of Customer Operations, the selected candidate will lead a team responsible for building and maintaining strong relationships with key account customers, providing tailored services, ensuring accurate billing, addressing payment concerns, and collecting revenue. The role includes day‑to‑day oversight of BCS/UMAX billing transactions, quality assurance reviews, process improvement recommendations, coordination with customer advocates, elected officials, and regulatory agencies, and creation of performance reports.

The Director will assign and delegate work, monitor time and leave, conduct performance evaluations, and provide coaching and feedback.

• Management and supervisory experience relevant to the responsibilities of this position.
• Excellent organization, presentation, critical and analytical thinking, communication, and problem‑solving skills.
• Ability to troubleshoot issues and communicate effectively.
• Strong understanding of BCS business processes and the UMAX system.
• Proven ability to prioritize work for others and meet deadlines.
• Ability to establish and maintain effective working relationships with team members, supervisors, and employees from other groups.
• A vision for building a culture of continuous improvement within an organization.

• A master’s degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies, or a closely related field, and at least two years of full‑time professional experience including executive, managerial, administrative, or supervisory capacity in related areas.
  
  Eighteen months must have been in an executive, managerial, administrative, or supervisory capacity.
• Or a baccalaureate degree from an accredited college and four years of professional experience in the areas described above, including the required eighteen months of executive, managerial, administrative, or supervisory experience.

Only candidates serving as Administrative Staff Analyst in the permanent civil service title will be considered.

35 hours per week.

59‑17 Junction Blvd., Flushing, NY 11373.

Grace Pigott
gracep.gov

This position is open to qualified persons with a disability eligible for the 55‑a Program. 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, visit the U.S. Department of Education’s website. New York City residency is generally required within 90 days of appointment, though certain titles may reside in other counties under specific conditions.

EEO Statement: The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment free from discrimination based on any legally protected status.

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