Director of Operations

Job Description

* Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply.*

This position may be eligible for remote work for up to 2 days per week pursuant to the Flexible Work Pilot Program.

DCWP’s Licensing Division seeks a Director of Operations to oversee the day‑to‑day operations of the Licensing Center, specifically focused on the processing of thousands of New York City Department of Health and Mental Hygiene (DOHMH) license applications. The Director reports to the Deputy Commissioner and oversees both front office and back office application processing, operations support, and quality assurance.

• Supervising staff including the Deputy Director of Administrative Services, the Borough Manager, and Quality Assurance staff; tracking and assigning tasks to ensure productivity and effectiveness; conducting training and providing guidance.
• Reviewing DOHMH license applications for accuracy and consistency.
• Planning and anticipating issues that might arise, proactively mitigating setbacks, and making timely decisions with consideration of implications and accountability for consequences.
• Providing or facilitating technical training to maximize efficiency.
• Ensuring compliance with DOHMH procedures and protocols.
• Developing, documenting, and implementing internal systems, policies, and procedures to organize and guide the division’s work and operations.
• Providing timely updates to the Deputy and Assistant Commissioners of Licensing and other stakeholders, identifying unanticipated challenges and strategies for addressing them.
• Prioritizing assignments and effectively implementing strategies for special projects.
• Providing high‑volume customer service in person, online, and by phone.
• Coordinating with internal teams and external partners to support efficient application processing.
• Providing backup support to Licensing team members as needed.
• Adhering to all division and agency policies and procedures.
• Completing all assigned licensing tasks.

1. 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 two years of satisfactory full‑time professional experience in one or a combination of the following: budget administration, accounting, economic or financial administration, fiscal or economic research, management or methods analysis, operations research, organizational research or program evaluation, personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management.

Eighteen months of this experience must have been in an executive, managerial, administrative or supervisory capacity, supervising staff performing professional work in the areas described above.

2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in “1” above, including 18 months of executive, managerial, administrative or supervisory experience, as described in “1”.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.