Small Business Advocate

Small Business Advocate

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.

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: NYC BEST (Business Express Service Team) is a dedicated team who educate and advocate for entrepreneurs as they launch and operate their store front businesses across the five boroughs. Through their knowledge of city, state and federal agency rules and regulations, the team helps small business owners navigate licenses and permits as well as avoid and reduce fines and violations. The NYC BEST Small Business Advocate will work directly with new and operating storefront businesses in New York City. The NYC BEST Small Business Advocate will provide insightful advice to business owners and licensed professionals, assisting them with understanding and navigating relevant City policies and regulations.

To facilitate this work, NYC BEST Small Business Advocates will become experts in the regulatory requirements of multiple City or State agencies, as well as relevant Federal regulations as needed, including but not limited to: the NYC Department of Health and Mental Hygiene (DOHMH), Department of Buildings (DOB), Fire Department (FDNY), Department of Environmental Protection (DEP), Department of Sanitation (DSNY), Department of Consumer & Worker Protection (DCWP) and New York State Agriculture and Markets (Ags and Market) and State Liquor Authority (SLA).

The specific responsibilities of the Small Business Advocate include:

• Service Delivery - Work with business owners to identify all City requirements for operating or opening a business, understand specific issues or concerns impacting the client, and provide guidance, information or steps towards resolution.
• Explain the sequence of activities businesses should follow to meet regulatory requirements.
• Assist with guiding business owners through City services necessary to meet requirements for opening and operating a business by working with partner City agencies.
• Establish and maintain positive relationships with business owners by providing the best possible customer service, proactively engaging with clients, setting clear expectations regarding City, State, and Federal requirements, including City requirements, timelines and next steps.
• Subject Matter Research - Conducting research into City, and relevant NYS, codes, permits, and requirements.
• Conduct research into rules and regulations of business industries, as assigned
• Support deepening NYC BEST's impact to storefront small business by proposing areas for improvement and development
• Support internal trainings or knowledge-sharing sessions related to regulatory changes or agency processes.
• Performance Management - Ensure Key Performance Indicators (KPIs) & program goals are met, and that data is correctly entered in SBS Customer Relationship Management (CRM) software
• Maintain accurate and specific status reports in the designated software or data analysis tools of establishments participating in these services, including inspection activity, plan examination, issues encountered, opening dates, and time saved.
• Utilize tracking systems to monitor service delivery and monitor client pipeline
• Track performance metrics such as project milestones, business openings, and operational efficiencies.
• Report KPIs on a regular basis for Executive-level staff through Dashboards, reports and presentations
• Engagement and Pipeline Management - Proactively identify and engage entrepreneurs at early stages of business development to provide regulatory guidance before licensing and permitting applications are submitted.
• Present agency services and relevant City services on the phone, over email, during one-on-one meetings, and at outreach events.
• Support pipeline development by identifying potential clients through outreach events, community partnerships, and referrals from City agencies and community-based organizations.
• Support collaboration with all City agencies and their respective personnel to identify solutions for NYC's business community, especially working with the team at SBS dedicated to programming to help businesses launch.
• Assist other initiatives and programs in the agency toward shared goals as required
• Assist the senior leadership team with pipeline building projects, activities, and relationship management with key private and public partners.
• Lead given projects and travel to meetings or events within the five boroughs and to be available for evening and weekend events.
• Participate in community events and forums to represent NYC BEST and increase awareness of City services for entrepreneurs.

Additional Information 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.