Job Description
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
Qualifications
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?
Additional Information
