What are the responsibilities and job description for the Executive Director for Customer Experience position at NYPD Civilian Jobs?
- DEPT OF CITYWIDE ADMIN SVCS
- Full-Time
- Exam May Be Required
Job Description
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 55 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 Executive Director for Customer Experience. This position will have a key role in developing an enhanced customer service model for civil service-related inquiries, including the creation of a citywide customer service call center. In addition, the selected candidate will oversee the civil service transaction and the Citywide Office of Occupational Safety and Health (COSH) units.
Under the direction and guidance of the Deputy Commissioner of Human Capital, with general latitude for the exercise of independent judgment and initiative, additional responsibilities for the Executive Director of Customer Experience will include but not be limited to the following:
Customer Service Call Center
- Enhancing Human Capital’s customer service delivery model to meet demand and champion a customer-centric culture throughout the line of service.
- Take the lead in establishing a customer service call center for civil service inquiries and developing a comprehensive plan outlining the call center's structure, services, and resource
- Create a comprehensive knowledge base and design strategies for exceptional customer experiences.
- Analyze and map the customer journey to identify touchpoints where access to the knowledge base can enhance the customer experience.
- Develop strategies to integrate knowledge base content seamlessly into these touchpoints.
- Create and compile relevant content, documents, FAQs, and resources into the knowledge base.
- Establish a review and approval process for content to ensure accuracy and relevance.
- Create and document standard operating procedures (SOPs) for handling various types of inquiries.
- Implement quality assurance processes to monitor and evaluate the performance of the customer service call center.
- Develop and implement efficient call routing and queue management systems.
- Develop a communication strategy to inform city departments, agencies, and the public about the new call center's services and how to access them.
- Implement process improvements to enhance efficiency and customer satisfaction.
- Implement change management initiatives to ensure exceptional interactions at all touchpoints.
- Establish and monitor key performance indicators (KPIs) for customer service and safety.
- Utilize data analytics to make informed decisions and drive continuous improvement.
Civil Service Transactions
- Monitoring personnel transactions implemented by City agencies (such as appointments, promotions, transfers, and separations) for compliance with Civil Service law, rules, and procedures.
Citywide Office of Occupational Safety and Health (COSH) Program
- Leading and overseeing COSH, including providing strategic leadership and guidance; enforcing safety and compliance of occupational health regulations and best practices; and collaborating with agencies to enhance workplace safety and employee well-being.
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
- Proven experience in building and leading customer service call centers. - Strong background in change management and fostering a customer-centric culture. - Knowledge of process improvement practices, data analysis and forecasting methods. - Outstanding analytical, critical thinking, organization and communication skills (written, verbal and visual), including the ability to represent the agency and the Deputy Commissioner of Human Capital at the most senior levels. - Excellent customer service, communication, leadership and presentation skills and the ability to interact with staff at all levels. - Ability to work on multiple tasks and assignments while maintaining attention to detail, and the ability to be flexible with changing demands. - Data-driven mindset with the ability to use metrics for decision-making. - Excellent negotiation and conflict resolution skills. - In-depth knowledge of NYC government’s rules and regulations. - Expertise in occupational health and safety regulations and best practices. - Experience in project management.
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 https://studentaid.gov/pslf/.
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.
- Experience Level:Manager
- Category:Administration & Human Resources
Salary : $140,000 - $150,000