ODRC Program Operations Manager

Job Description

The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for regulating for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services such as Uber and Lyft, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles.

The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for regulating for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services such as Uber and Lyft, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles. The TLC oversees a transportation ecosystem that moves nearly 1 million riders every single day the equivalent of the entire Boston transit system.

TLC is the agency responsible for regulating New York City's taxicab and for-hire vehicle industry. With approximately 180,000 licensed drivers, 1,000 businesses, 115,000 vehicles including and the iconic yellow taxi at the heart of our city’s identity, TLC is entering a new era of dignity, accountability, and collaboration across the for hire vehicle sector. TLC continues to be on the front lines of a rapidly changing mobility landscape and our innovative efforts—whether requiring minimum pay for app drivers, ensuring wheelchair accessible service, making our licensed fleet more environmentally sustainable, working to eliminate traffic fatalities, or preventing discriminatory service—often serve as a model for other cities.

In this New Era for TLC, the agency is guided by three core priorities:

• Driver and Passenger Dignity ensuring every interaction reflects respect and fairness
• Corporate Accountability holding regulated entities to consistent, transparent standards
• A Transportation System that Works Together equitable, modern, and accessible

The TLC Owner Driver Resource Center (O/DRC), located at TLC’s licensing center in Long Island City, offers legal services, driver mediation services, financial assistance, health and wellness workshops, public benefit assistance and assist with providing resources to our TLC community. The O/DRC also works closely with the Assistant Commissioner of Program Planning and Management and the Deputy Director of Programs to implement financial assistance initiatives such as the Medallion Relief Program (MRP) and the ATLAS vehicle loan assistance program.

A successful candidate should have proven experience in community engagement, client services, program operations, and staff management.

• Oversee daily operations of the TLC Owner/Driver Resource Center and provide high-level of customer service. Address and resolve any client issues quickly and efficiently.
• Conduct various engagements including outreach events, webinars, internal and external events, and special projects. Visit and present to program sites, community organizations, and other groups as needed.
• Coordinate with partner organizations to ensure TLC drivers and owners are invited to internal and external programs and resources.
• Review service data and client trends to identify patterns, operational needs, and opportunities for program improvement and future engagements.
• Lead and coach O/DRC staff responsible for assisting and directing clients to relevant services.
• Draft, review, and edit correspondence and external communications to TLC-licensed drivers, medallion owners, and other licensees.
• Manage client experience process from initial intake to service referral.
• Provide recommendations for improving systems to enhance client experience.
• Track O/DRC service metrics and prepare reports, charts, and graphs as needed.
• Collaborate with internal and external…