Executive Director, Customer Service Strategy, OSE - 24832

Company: New York City Department of Education
Location: New York
Posted on: February 1, 2025

Job Description:

Position Title: Executive Director, Customer Service Strategy, OSE - 24832Job Title: Administrative Staff AnalystLevel: G6Division/Office: Office of Student EnrollmentBorough: ManhattanPosting End Date: 02/10/2025This position is in a civil service competitive class that is subject to examination. Position is only open to current City employees with permanent NYC civil service status as Administrative Staff Analyst or permanent in an equivalent title that is eligible for transfer under 6.1.9 to Administrative Staff Analyst. This position is open to qualified persons with a disability who are eligible for the 55-a program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.Description:Position Summary: The Office of Student Enrollment (OSE) manages admissions, enrollment, and transfers for students in pre-kindergarten through grade 12 (excluding charters). OSE also oversees policies and processes for citywide gifted & talented programs. The Office of Student Enrollment plays a vital role in supporting New York City Public Schools (NYCPS)'s core priorities by designing and implementing admissions policies that provide all students with access to high-quality public schools.The Executive Director of Customer Service Strategy is responsible for developing and implementing OSE's customer service vision, policies, and practices to ensure families receive exceptional support across all channels. This role oversees the call center, establishes policies to enhance communication through inboxes, and supports service delivery at Family Welcome Centers and satellite sites. The Executive Director will lead efforts to centralize inbox correspondence, leverage technology to improve family interactions, and enhance the customer relationship management system across the office.This role is critical in ensuring OSE's systems and services are responsive, accessible, and embedded into the work of all teams. Performs related work.Reports to: Chief Enrollment OfficerDirect Reports: Customer Information Rep, Supervisor, Team Lead, Trainer, Knowledge Analyst, Quality Assurance, P311 Coordinator, and P311 Computer and Network Administrator.Key Relationships: Deputy Chief Enrollment Officer, Director of Operations, Executive Director of Admissions, Executive Director of Research and Policy, Central Communications Team, IGA team, FACE office, Enrollment Directors, FWC Executive Directors.Responsibilities:Leadership:

• Serves as a member of the Student Enrollment leadership team, driving the customer service strategy and leading process and information improvements.
• Advises leadership on best practices and innovations in customer service.
• Develops and oversees policies and strategies to deliver exceptional service and accurate, timely information to families through central admissions, Family Welcome Centers, the call center, and other channels.
• Shapes OSE's reputation as a trusted and family-centered resource by improving engagement touchpoints.Management:
  • Provides strategic direction for the call center, ensuring it meets performance standards and aligns with OSE priorities.
  • Leads the development of OSE's first centralized inbox correspondence unit or implements technology solutions to streamline email responses and reduce inefficiencies.
  • Enhances the use of customer relationship management (CRM) tools, ensuring they are embedded across all OSE teams and functions.
  • Works with the Operations team to align resources and consultant support with office priorities and compliance requirements.
  • Instills a climate of continuous process improvement and customer focus.
  • Designs and delivers training programs for staff to foster consistent and effective customer service practices.Stakeholder Relations:
    • Interfaces with customers and other NYCPS offices to resolve high-level issues and conflicts.
    • Maintains subject matter expertise in enrollment processes and procedures, providing guidance to internal and external stakeholders.
    • Monitors communication strategies and ensures alignment across all family-facing channels, including the website.Qualification Requirements:Minimum:
      • A master's degree from an accredited college in relevant fields and two years of satisfactory full-time professional experience in specified areas, including 18 months in an executive, managerial, administrative, or supervisory capacity.
      • A baccalaureate degree and four years of satisfactory full-time professional experience in specified areas, including the 18 months of executive, managerial, administrative, or supervisory experience.
      • An associate degree or completion of 60 semester credits from an accredited college and six years of satisfactory full-time professional experience in specified areas, including the 18 months of executive, managerial, administrative, or supervisory experience.
      • A four-year high school diploma or its educational equivalent and eight years of satisfactory full-time professional experience in specified areas, including the 18 months of executive, managerial, administrative, or supervisory experience.
      • A combination of education and/or experience equivalent to the above, with a high school diploma and at least two years of experience as described.Plus:
        • Ability to resolve organizational roadblocks.
        • Project management experience and problem-solving skills related to data analysis and presentation.
        • Excellent data analysis and presentation skills.
        • Excellent writing and communication skills.Preferred:
          • Managerial experience in large-scale customer support operations settings or human resources.
          • Knowledge of best practices and current trends in policy and program development in education.
          • Experience in both development and ongoing management of service delivery.
          • Experience in leading organizational change.
          • Flexibility and a sense of humor.Please include a resume and cover letter with your application.NOTE: The filling of all positions is subject to budget availability and/or grant funding.* New York City Residency is NOT Required *We encourage all applicants from the New York City tri-state area to apply.AN EQUAL OPPORTUNITY EMPLOYERDOE Non-Discrimination Policy: The Department of Education of 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 upon any legally protected status or protected characteristic.Public Service Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs.
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Keywords: New York City Department of Education, East Orange , Executive Director, Customer Service Strategy, OSE - 24832, Executive , New York, New Jersey