EXECUTIVE DIRECTOR, Customer Support and Quality Control

 

EXECUTIVE DIRECTOR,Customer Support and Quality Control

WORKFORCE DEVELOPMENT Division

 

AGENCYDESCRIPTION:

TheDepartment of Small Business Services (SBS) is a vibrant, client-centeredAgency whose mission is to serve New York’s small businesses and commercialdistricts.  SBS makes it easier for companies in New York City to form, dobusiness, and grow by providing direct assistance to business owners, promotingcommercial districts, promoting financial and economic opportunity amongminority- and women-owned businesses, preparing New Yorkers for jobs andlinking employers with a skilled and qualified workforce.  SBS has a staff of 300 employees and abudget of $190 million.  SBS isquickly becoming one of the most respected and dynamic Agencies in the City,and continues to reach for higher professional standards through innovativesystems, new approaches to government, and a strong focus on itsemployees.  We are recruiting for qualified individuals to work with us onhigh-impact initiatives in the Agency. 

 

JOB DESCRIPTION:

The Program, Review andEvaluation Unit (PRE) seeks an Executive Director of Customer Support andQuality Control to coordinate the development and execution of qualityassurance standards for the Workforce Development Division.  Through collaboration with the otherExecutive Directors in the Unit, ensure strong quality standards relative toour data and our programs.  Leadingthis newly formed team will be critical to meeting and exceeding the ambitiousgoals and objectives of the Workforce Development Division.  Under the supervision of the AssistantCommissioner of Program Review and Evaluation, the Executive Director’sresponsibilities include the following:

·       Develop and ImplementProject Management Office (PMO) to ensure other PRE Unit teams are on-track,on-budget and meeting milestones.

·       Establish and implementprocesses and procedures for contract management across the contract lifecycleincluding contract negotiations, procurement, amendments, budget modificationsand close out.

·       Ensure fiscal andbudgetary information is analyzed and packaged for Workforce DevelopmentDivision leadership.  Ensureprogram budgets are leveraged as tools for managing toward program outcomesacross the Division.

·       Manage the packaging andpresentation of quality assurance findings to WDD program units,vendors/contractors and other stakeholders.

·       Together with theAssistant Commissioner, manage the relationship with the New York StateDepartment of Labor (NYSDOL).

·       Ensure Program and DataQuality Standards through collaboration with other Executive Directors withinthe Program, Review and Evaluation Unit

·       Drive customer supportfocus of Unit and Division to better meet strategic plan objectives, strategicoperating plan measures and other goals of Division

·       Ensure coordination ofoperational functions across Unit Teams (QA-Data, QA-Program, Reporting andAnalytics, inventory management, audit coordination, etc.)

·       Supervise, train andmanage team of up to 5 professional staff.

 

PREFERRED SKILLS:

The ideal candidate willhave demonstrated success driving and implementing large-scale change and willhave exhibited:

·       Strong management andleadership skills

·       A strong understandingof how operations and technology should effectively support business objectives

·       The ability to managecomplexity in fluid entrepreneurial environments

·       The ability to organizeand drive projects to successfully completion

·       A willingness to tackledifficult and complex problems with multiple stakeholders

·       The ability to activelylisten and synthesize disparate viewpoints into a shared vision

·       The ability to influencea diverse array of individuals - including those with business, government, andtechnology backgrounds - through formal and informal channels

·       A strong work ethic andattention to detail

·       Experience planning,implementing and managing projects involving diverse stakeholders

·       Outstandingpresentation, writing, and communications skills

·       Outstanding analytic,problem-solving, and creative thinking abilities

·       Familiarity with MSProject or other project planning software

·       Excellent MS Excel,PowerPoint, Access, Word and Visio skills

 

QUALIFICATIONREQUIREMENTS:

1. A master's degreefrom an accredited university in computer sciences, economics, public policy,business, public administration, or a related field.

2.  Three years or more of progressivelyresponsible management experience requiring independent decision makingconcerning workforce/employment programs. This would include allocation for resources and the scheduling andassignment of work, 18 months of which must have been in a managerial,executive or supervisory capacity.

3. A baccalaureatedegree from an accredited college and five years of satisfactory full-timeprofessional experience in the areas described in "1" above.

 

To apply, PLEASEEMAILyour resume and cover letter including the following

Subject line: ED Customer Support and Quality Control -Workforce to: 

careers@sbs.nyc.gov

If you do not have access to email, mail your cover letter &resume to:

NYC Department of Small Business Services

Human Resources Unit

110 William Street

New York, New York 10038

 

NOTE: ONLY THOSE CANDIDATES UNDER CONSIDERATION WILLBE CONTACTED.