Deputy Commissioner, Bureau of Customer Services

2 weeks ago

Corona, United States City of New York Full time
Company Description

Job Description

The NYC Department of Environmental Protection (DEP) enriches the environment and protects the public health for all New Yorkers by providing 1.1 billion gallons of high-quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees.

The Bureau of Customer Services (BCS) oversees the production and collection of water and sewer bills and the maintenance of our Citywide network of meters and meter reading devices. BCS's approximately 450 employees directly serve 836,000 customers and generate more than $4 billion of revenue annually. This revenue funds the NYC water system's capital and expense budgets. BCS's main functions include bill production and collections; meter repair, replacement, and enforcement; in-person borough office and call center services; online billing system management; and administration.

DEP seeks an experienced, results-driven executive to serve as Deputy Commissioner of BCS. Reporting to the Chief Financial Officer, the selected candidate will be responsible for managing all BCS activities related to the use and sale of water from the New York City water supply system. The selected candidate will also take the lead on DEP revenue collections and reporting matters in coordination with the NYC Water Board, the NYC Municipal Water Finance Authority, and other agencies and oversight entities.

The Deputy Commissioner's responsibilities will include, but not be limited to:

-Management of the activities of BCS's employees, consultants, and contractors;
-Serving as an advisor to DEP's Commissioner, Chief Financial Officer, Chief Operating Officer, and other City government officials on matters pertaining to BCS's activities;
-Oversight of an aggressive program to install the next generation of water meters and meter transmitting units, prioritized through data-driven analysis;
-Development and implementation of new policies to improve customer experience, including improved payment systems that encourage automatic and electronic billing;
-Coordination with the Department of Finance around authorization to sell liens on delinquent accounts;
-Implementation of alternative revenue collection policies and practices to reduce customer delinquency and ensure fair water rates;
-Updating and developing new customer assistance programs, in partnership with the NYC Water Board;
-Direction over revenue analyses to support modeling of current and potential future rate structures and inform DEP policy on revenue collections;
-Oversight of and implementation of process improvements for customer inquiry and customer billing appeals processes to ensure efficient and equitable customer service for all New Yorkers; and
-Leadership of change management efforts within BCS to foster a culture of innovation.

Preferred Skills
-Minimum of 7-10 years of relevant experience leading customer-focused functions, of which at least three years must have been in a senior leadership position
-A graduate degree with major course work in business administration, finance, public administration, public policy, or a closely related field
-Strong analytical skills, with ability to interpret data and trends, diagnose problems, and implement action plans to resolve issues
-Outstanding written and oral communication skills
-Comfort in managing concurrent projects in a fast-paced, results-driven environment with equal enthusiasm for high-level strategic planning and tactical daily execution
-In-depth knowledge of City governmental rules and regulations related to the position
-Experience supporting executive level management and driving intra- and inter-agency collaboration
-A proven track record of successful performance measurement and change management initiatives
-Exceptional interpersonal skills and ability to interact with stakeholders at all levels
-Proficiency in Microsoft Office Suite
-Ability to work flexible hours and occasional weekends

Additional Information
DEP is an equal opportunity employer with a strong commitment to the diversity of our organization and workforce. Your voluntary response to the NYCAPS on-line application section for referral information will assist us tremendously in our ability to tracks the succession of our outreach and recruitment efforts. Please be sure to indicate your source of referral to this job.

Hours/Shift
35 Hours Weekly/Day

Location
59-17 Junction Blvd Corona NY

Qualifications

1.Bachelor's degree from an accredited college and 4 years of satisfactory experience of a nature to qualify for the duties and responsibilities of the position, at least 18 months of which must have been in an administrative, managerial, consultative, or executive capacity or supervising personnel performing activities related to the duties of the position; or

2.A combination of education and/or experience equivalent to "1" above. However, all candidates must have the 18 months of administrative, managerial, executive, consultative or supervisory experience described in "1" above.

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.

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