Director of Customer Support and Program Development

Director of Customer Support and Program Development

Agency Description The New York City Department of Small Business Services (SBS) is a vibrant, client-centered agency whose mission is to serve New York's small businesses, jobseekers and commercial districts. SBS makes it easier for companies in New York City to start, operate, and expand by providing direct assistance to business owners, supporting commercial districts, promoting financial and economic opportunity among minority- and women-owned businesses, preparing New Yorkers for jobs, and linking employers with a skilled and qualified workforce.

SBS continues to reach for higher professional standards through innovative systems, new approaches to government, and a strong focus on its employees. SBS also works to make changes to the overall regulatory environment to help the small business community.

Division Description The Division of Business Services (DBS) is dedicated to helping NYC businesses start, operate and expand in New York City while leading systemic change to improve the regulatory environment for businesses. The Division is guided by principles of equity, diversity, and inclusion.

Job Description:

Reporting to the Assistant Commissioner, the Director of Customer Support and Program Development will oversee the agency's Small Business Hotline, the customer service email accounts, regulatory team data and NYC BEST related initiatives as well as develop new regulatory initiatives and programs as needed.

Project Management
- Oversee initiatives, such as NYC BEST Bootcamp, that support businesses navigating regulatory requirements and City services from project planning through implementation and completion
- Coordinate needs in partnership with the Director of Regulatory Reform to ensure appropriate considerations are made in the development of new programs and initiatives
- Develop project plans, timelines, deliverables, and milestones to support business assistance initiatives.

- Monitor project progress and ensure program goals and operational milestones are achieved.

- Maintain program records, prepare reports, and communicate progress to internal and external stakeholders

Performance Management
- Ensure Key Performance Indicators (KPIs) & program goals are met, and that data is correctly entered in SBS Customer Relationship Management (CRM) software
- Review customer satisfaction data to help make continues quality improvements to programming
- Develop and implement tracking systems to monitor calls, emails and program management outcomes
- Develop and track performance metrics such as project milestones, customer satisfaction and engagement, and operational efficiencies.

- Monitor and report KPIs and other metrics on a regular basis for Executive-level staff through Dashboards, reports and presentations
- Set program goals and ensure quality service delivery for each mentioned program and service

Subject Matter Research & Program Improvement
- Use customer service expertise to develop improvements to customer experience for the Small Business Hotline, NYC BEST and other regulatory support paths
- Help expand and deepen impact of NYC BEST's small business support by proposing areas for improvement and development
- Work closely with management, staff, and other SBS teams to align programs with SBS mission and strategies
- Maintaining a deep understanding of SBS services and programming to provide accurate information to customers and develop relevant regulatory programming
- Use quantitative and qualitative research to inform the creation of new policies and practices

Administrative and Supervisory Tasks
- Develop and maintain team materials and collateral
- Synthesize complex information into presentations and reports for various audiences
- Respond to time-sensitive requests from City Hall, SBS Executive Staff, elected officials, press, and the public
- Support customer survey design and implementation
- Conduct quality assurance tests to evaluate service delivery and data collection
- Develop and monitor contracts and vendors
- Representing the agency and divisional strategic planning activities as needed
- Coach, mentor, support, and train a team of Program Managers, as required.

- Strong initiative and a sense of urgency to follow through on tasks until completion.

- Leading and motivating the customer service team to provide exceptional service to customers

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed to between the City and DC37. However, the nature of the role requires a strong in-person presence, and responsibilities include travel around the 5 boroughs of NYC and on-site engagements as needed.