Assistant Director of Strategic Engagement

The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for regulating for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services such as Uber and Lyft, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles.

The TLC oversees a transportation ecosystem that moves nearly 1 million riders every single day the equivalent of the entire Boston transit system. TLC is the agency responsible for regulating New York City's taxicab and for-hire vehicle industry. With approximately 180,000 licensed drivers, 1,000 businesses, 115,000 vehicles including and the iconic yellow taxi at the heart of our city's identity, TLC is entering a new era of dignity, accountability, and collaboration across the for hire vehicle sector. TLC continues to be on the front lines of a rapidly changing mobility landscape and our innovative efforts--whether requiring minimum pay for app drivers, ensuring wheelchair accessible service, making our licensed fleet more environmentally sustainable, working to eliminate traffic fatalities, or preventing discriminatory service--often serve as a model for other cities.

Core Priorities

• Driver and Passenger Dignity ensuring every interaction reflects respect and fairness
• Corporate Accountability holding regulated entities to consistent, transparent standards
• A Transportation System that Works Together equitable, modern, and accessible

The Office of Community Affairs (OCA) is the Taxi and Limousine Commission's primary public-facing unit. The office works to answer non-licensing-related correspondence, interfaces with elected officials and sister city agencies, and provides language access services to the agency. Importantly, the team works closely with the Office of Policy to keep licensees, industry stakeholders, and the riding public groups up to date on agency rules and initiatives.

Assistant Director of Strategic Engagement Objectives

• Serve as TLC lead for driver advocacy and feedback
• Manage and create partnerships with culturally competent groups
• Support agency priorities through new driver engagement

Driver Advocacy & Feedback

• Supervise the support team responsible for the driver engagement efforts.
• Serve as a dedicated driver advocate and liaison, ensuring the perspectives, experiences, and concerns of drivers are consistently represented in agency planning and decision-making.
• Develop and maintain a comprehensive driver feedback loop that creates consistent opportunities for drivers to provide input, receive updates, and understand how their feedback is being addressed.
• Establish and manage driver focus groups, roundtables, advisory groups, listening sessions, and other engagement forums to gather meaningful feedback from across the driver community for TLC decision-making.
• Develop mechanisms to systematically capture, organize, track, and elevate driver concerns, recommendations, and emerging issues to the Assistant Commissioner of Engagement and Community Affairs
• Analyze feedback from multiple engagement channels to identify recurring themes, operational challenges, and opportunities for agency improvement.
• Coordinate with agency divisions to ensure driver feedback is referred to the appropriate teams, considered in relevant initiatives, and followed through to resolution or response.
• Communicate back to drivers on actions taken, policy or operational changes, and areas where additional input is needed, creating a continuous two-way dialogue between drivers and the agency.
• Build and maintain relationships with diverse driver representatives and industry organizations to ensure engagement reflects the breadth of the driver population.
• Support the development and management of a formal driver advisory group to provide ongoing industry insight and inform agency priorities.
• Establish regular reporting on driver engagement, key concerns, agency responses, and outstanding issues to help leadership monitor trends and engagement outcomes.

External Stakeholder Management

• Support the Assistant Commissioner of Engagement and Community Affairs in building relationships with industry leaders, community partners, advocacy organizations, and other external partners.
• Identify and cultivate new partnerships with community organizations, industry representatives, community groups, and other key stakeholders. Specifically, group