Deputy Commissioner, Bureau of Customer Services
2 days ago
The City of New York is seeking a highly experienced and results-driven executive to serve as Deputy Commissioner of the Bureau of Customer Services. 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.
Key Responsibilities:
- 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;
- Leadership of change management efforts within BCS to foster a culture of innovation.
Requirements:
- 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 coursework 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.
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