Training Manager

Note:

Only Candidates Serving in the Permanent Civil Service Title of Administrative Staff Analyst will be considered for interview.
Appointments are subject to OMB Approval.
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. Department of Environmental Protection is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system’s 2,000 square mile watershed that extends 125 miles north and west of the City.
The New York City Department of Environmental Protection (DEP) protects public health and the environment by supplying high-quality drinking water, collecting and treating wastewater, and reducing pollution. The Bureau of Customer Services (BCS) supports this mission through metering, billing, customer engagement, and service operations.
The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices. Bureau of Customer Services serves approximately 836,000 customers and generates more than $4 billion of revenue annually.
Bureau of Customer Services’ Business Services Group (BSG) provides bureau-wide operational support, documentation, and billing system administration to facilitate smooth meter-to-cash operations across the bureau. 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:

• 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.

• 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 with Bureau of…