Director Service Excellence Jobs (NOW HIRING)

The Agency You'll Join:
The New York City Mayor's Office is responsible for overseeing city services throughout the five boroughs, coordinating public agencies and departments, and managing public property. The administration is leading the fight in making the city more affordable, reducing inequality, improving public safety, ensuring delivery of efficient and effective services, and working to make New York City's economy stronger. We value leadership, transparency, fairness, and efficiency as we actively seek diverse talents from various sectors to join our team. For current job opportunities, visit our careers page.
The Team You'll Work With:
The Mayor's Office of Operations works to make New York City government more effective and efficient. The Office is responsible for managing and coordinating multiagency initiatives and using data to help the City make informed and equitable policy decisions and strategic, targeted investments. The Office coordinates citywide initiatives and assists agencies in improving service quality and in measuring performance to provide greater accountability.
The Office of Operations is committed to achieving equity and creating an inclusive workplace. The City understands equity to mean that an individual's demographic identity - particularly, but not exclusive to, their race, ethnicity, gender identity, income, sexual orientation, and/or disabilities - should not determine their life outcomes. To foster an inclusive workplace, Operations is committed to providing opportunities for staff development and effective team building, open and transparent communication, enhancing our equity literacy, and providing space for exploring issues of diversity. We continue to strive for a workforce that better reflects the diversity of New York City.
The Problems You'll Solve:
The Deputy Director for Performance, Accountability & Service Excellence reports to the First Deputy Director.
- You will strengthen the City's accountability infrastructure by ensuring core performance reporting products are accurate, timely, actionable, and drive decision-making.
- You will turn data into action by leading performance management and executive review processes that identify challenges early and push agencies toward measurable improvement.
- You can ensure delivery of Mayoral priorities by building systems that track commitments, flag risks, and support agency accountability and follow through.
- You will Integrate customer experience into performance management so that how New Yorkers interact with government is measured, understood, and improved alongside operational outcomes.
- You will identify risks, trends and opportunities to improve City services by surfacing emerging issues, and collaborate across teams to diagnose of root causes and develop interventions that inform the Office's project portfolio and strengthen agency performance.
- You will lead and evolve service excellence efforts to make City services more accessible, responsive, and effective.
- You will manage and develop performance management and customer service staff while fostering a collaborative, results-oriented team culture.
About You:
- You have experience leading performance management or accountability systems, ideally in government or a complex organization.
- You have strong analytical instincts, with the ability to interpret data, identify trends, and turn insights into action.
- You have a track record of driving results through structured processes, executive engagement, and cross-agency collaboration.
- You have experience managing teams and building high-performing operations, with the ability to set clear expectations and deliver through others.
- You have excellent communication skills, including the ability to synthesize complex information for senior leaders and drive decision-making.
- You understand the operational, management, and policy challenges involved in supporting effective and efficient city government across New York City's five boroughs, including coordinating with agencies, City Hall, and external stakeholders to advance strategic priorities and improve service delivery.
- You are comfortable operating in fast-paced, high-stakes environments, with sound judgment and strong prioritization skills.
- You have exceptional communication, writing, analytical, organizational, and problem-solving skills, with the ability to manage competing priorities, navigate complex issues, and maintain strong attention to detail in a fast-paced environment.
- You thrive in a collaborative, high-performing, and dynamic team environment and are comfortable managing cross-functional projects, supporting executive leadership, and fostering strong working relationships across teams and agencies.
Minimum Required Qualifications:
- Master's Degree.
- 9+ years of work experience; minimum 5+ years must be in a supervisory capacity.
- 3+ years of progressively responsible experience in project management.
RESEARCH PROJECTS COOR(MA)-MGR - 0527A

1. Do you have a baccalaureate degree from an accredited college or university?
2. Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?
3. Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above?
4. Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above?

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.