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Director of Customer Engagement

3 months ago

Brooklyn, New York, United States NYC Careers Full time

Director of Customer Engagement:

  • Apply

Director of Customer Engagement:

  • Agency: TECHNOLOGY & INNOVATION


 Posted on: 05/25/2024
  • Job type: Fulltime
Location

BROOKLYN

  • Title Classification: Exam may be required
Department

CUST SVC/ AGENCY ENGAGEMENT

  • Salary range: $108, $144, At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cuttingedge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.
  • Responsibilities will include:
  • Support and promote OTI's strategic vision and technology roadmap;
  • Work with internal and external stakeholders to align OTI's technology products and services to meet agency's evolving business requirements and advocate OTI supported enterprise
solutions to agencies;- Function as single point of contact for agency CIOs for inquiries and escalations;

  • Support agency customers with requests to OTI and facilitate request fulfillment with OTI executives and teams. Work with agencies to identify requirements, risks and dependencies and
ensure intake requests and supporting documents are complete when requests are submitted. Monitor requests, facilitate and escalate within OTI to assure requests are actioned
- appropriately;
  • Identify, develop and implement projects to improve customer experience with OTI products and services. Work collaboratively within the team and across OTI to identify areas for
improvement and solutions;- Supervise and support day to day work of Agency Relations Managers;

  • Meet with agency IT leadership on regular basis to discuss agency IT needs and review workinprogress;
  • Maintain expertise on OTI services and products; offer advice and connect appropriate services to meet customer needs;
  • Perform special projects and initiatives as assigned.

HOURS/SHIFT:

  • Day
  • WORK LOCATION
  • Brooklyn, NY
  • TO APPLY
  • Only permanent employees in the title and those that are reachable on the civil service list are eligible to apply.
  • Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration
  • OTI participates in E-VerifyMinimum Qualifications(2) A fouryear high school diploma or its educational equivalent and six (6) years of fulltime satisfactory software experience as described in "1" above, including one year in a project leader capacity or as a major contributor on a complex project; or

NOTE:

In order to have your experience accepted as Project Leader or Major Contributor experience, you must explain in detail how your experience qualifies you as a project leader or as a major contributor.

Experience in computer operations, technical support, quality assurance (QA), hardware installation, help desk, or as an end user will not be accepted for meeting the minimum qualification
requirements.
Special Note


Preferred Skills 55a ProgramThis 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 Residency RequirementNew York City Residency is not required for this position- Additional InformationThe 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.

Minimum Qualifications(2) A four-year high school diploma or its educational equivalent and six (6) years of full-time satisfactory software experience as described in "1\" above, including one year in a project leader capacity or as a major contributor on a complex project; or

NOTE:

In order to have your experience accepted as Project Leader or Major Contributor experience, you must explain in detail how your experience qualifies you as a project leader or as a major contributor.

Experience in computer operations, technical support, quality assurance (QA), hardware installation, help desk, or as an end user will not be accepted for meeting the minimum qualification
requirements.
Special Note

Preferred Skills- \t5 years of relevant client relationship management experience for a government or an IT services organization
- \tProven experience or demonstrated proficiency in the following areas: building trusted partnerships communicating business needs and the basics of technical solutions with ease.
- \tIT business process analysis information or requirements gathering and understanding and communica