Director of Customer Service and Appeals

Director of Customer Service and Appeals

DCAS's mission is to make city government work for all New Yorkers. From managing New York City's most iconic courthouses and municipal buildings, to purchasing over $1 billion annually in goods and services for more than 80 City agencies what we do ensures that all agencies can deliver on their mission. Our reach touches every facet of city government and is instrumental to the successful day-to-day operations of the City of New York. Our commitment to equity, effectiveness, and sustainability guides our work providing City agencies with the critical resources and support needed to succeed, including:

• Recruiting, hiring, and training City employees.
• Managing 56 public buildings.
• Acquiring, selling, and leasing City property.
• Purchasing over $1 billion in goods and services for City agencies.
• Overseeing the greenest municipal vehicle fleet in the country.
• Leading the City's efforts to reduce carbon emissions from government operations.

When you work at DCAS, you're not just working for one agency, but in service of them all. It's an opportunity to provide impactful support, quality customer service, and help protect the future of New York City for generations to come. Visit our website at nyc.gov/dcas to learn more about the work we do.

DCAS Human Capital (HC) is responsible for maintaining the Civil Service system for the City of New York. HC recruits and identifies the best-qualified candidates for City employment, administers Civil Service exams for positions, and provides City agencies with a qualified pool of candidates to fill their hiring needs in a manner consistent with the State Constitution, Civil Service Law, and laws governing equal employment opportunity. In addition, HC develops and interprets Citywide policies and programs; develops and conducts professional development and employee training programs; and implements the City's provisional reduction/avoidance plan, among other critical functions.

Human Capital is seeking a dynamic and motivated individual to serve as the Director of Customer Service and Appeals. This position will have a key role in assisting with the development of an enhanced customer service model for Civil Service-related inquiries, including the creation of a Citywide customer service call center. Under the direction and guidance of the Executive Director of Customer Experience, with general latitude for the exercise of independent judgment and initiative, additional responsibilities for the Director of Customer Service and Appeals will include but not be limited to the following:

• Personnel Management:
• Provide leadership, vision, and strategic planning to the Customer Experience team.
• Consult and coach project teams within the unit.
• Assist the team in navigating tight deadlines, multiple priorities.
• Provide guidance, and support to direct reports on efforts to increase efficiency, collaborate with key stakeholders, and/or implement policy changes by liaising with internal and external stakeholders.
• Ensure communication and activities are consistent across all direct reports and their staff.
• Maintain a strong commitment to delegation and staff development/empowerment.
• Customer Service:
• Develop and maintain working relationships with City agencies and other internal and external stakeholders.
• Develop and deliver formal presentations, briefing documents, and project updates.
• Ensure the provision of high-quality customer service by all staff.
• Provide guidance utilizing expertise to internal and external partners.
• Change Management:
• Document current state and future state recommendations for operational excellence.
• Define and measure success metrics and monitor change progress.
• Analyze unit operations, including quantitative and qualitative data analysis, evaluating best practices, while also identifying and assessing operational improvement opportunities.
• Identify, analyze, and prepare risk mitigation tactics, including the request and coordination of staff training.
• Recommend new policies and/or procedures regarding the work of Customer Experience to senior leadership to continue to meet Citywide needs.
• Planning, Analysis, and Data Management:
• Develop clear, organized business requirement documents for special projects.
• Drive activities to ensure deadlines are met and timelines are adhered to.
• Develop and standardize project plans for all staff across customer experience.
• Ensure standard operating procedures are adhered to, mitigating any gaps in documented policies and procedures.
• Regularly review and analyze unit key performance indicators (KPIs) and targets for business improvement, identifying the potential for new KPI tracking and reporting.