Director of Operations

Director of Operations

The NYC Department of Consumer and Worker Protection (DCWP) is the nation's leading municipal enforcement agency charged with delivering economic justice. DCWP leverages its authority to bring New Yorkers real economic relief and protect them from predatory, deceptive, and unfair practices that violate their rights as consumers and workers. This includes pioneering cutting-edge protections, such as the City's Consumer Protection Law, Protected Time Off Law, Fair Workweek Law, and Delivery Worker Laws, including the Minimum Pay Rate for delivery workers. Through licensing more than 45,000 businesses in over 45 industries, DCWP ensures fair competition and a level playing field for responsible small businesses that are integral to New York City's vibrant communities. DCWP also provides essential services such as free tax preparation and financial counseling to ensure New Yorkers keep more of what they earn and can plan for their futures. DCWP is committed to making sure New York City is a fairer, more affordable place to live.

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. Reporting to the Deputy Commissioner, the Director of Operations will oversee both front office and back office application processing, operations support, and quality assurance. Key responsibilities will include, but are not limited to:

• Supervising staff including the Deputy Director of Administrative Services and the Borough Manager, with their respective staff in their units, as well as 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 come up in advance to proactively mitigate possible setbacks; making timely decisions with consideration of implications of decisions of the larger picture with accountability for consequences of decisions;
• Provide or facilitate technical training to maximize efficiency;
• Ensuring compliance with DOHMH proper procedures and protocols;
• Develop, document and implement internal systems, policies, and procedures that help to organize and guide the division's work and operations;
• Provide timely updates to the Deputy and Assistant Commissioners of Licensing and other stakeholders, identifying unanticipated challenges and strategies for addressing those challenges;
• Prioritize assignments and effectively implement strategies for special projects;
• Provide high-volume customer service in person, online, and by phone;
• Coordinate with internal teams and external partners to support efficient application processing;
• Provide backup support to Licensing team members as needed;
• Adhere to all division and agency policies and procedures; and
• Complete all assigned licensing tasks.

Minimum Qualifications

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: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in 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; or in a related area. 18 months of this experience must have been in an executive, managerial, administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or 2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in "1" above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in "1" above.

Preferred Skills

- Computer literate (MS Word, Excel & Outlook) - Detail oriented - Professional demeanor - Strong oral and communication skills - Organized - Self-motivated and - Fluency in a language in addition to English a plus.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

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.