Process Improvement and Analytics Manager

Benefits

Additional Information

Housed within the Bureau of Vital Statistics (BVS), the Corrections and Amendments (CAU) Unit is one of the largest public-facing operations within the New York City Department of Health. CAU processes hundreds of thousands of customer requests annually for birth and death records and related documentation, including acknowledgments of parentage, letters of exemplification, pre-adoption records and no-record-found letters. CAU also operates a high-volume public reception area serving hundreds of in-person customers daily and coordinates extensively with city, state, and federal agencies, social service providers, and the legal community. The unit represents one of the most visible points of interaction between New York City residents and the Health Department. Duties will include but not be limited to: Personnel, Training & Performance Management: - Analyze staffing needs, workload distribution, and performance trends to support hiring, backfills, and workforce planning. - Coordinate onboarding processes and evaluate training effectiveness. - Lead coordination of Tasks & Standards, performance evaluations, and probationary reviews using established metrics. - Support supervisors with data-informed performance improvement plans and documentation. Operational Analysis & Program Management: - Independently analyze CAU operational workflows, volumes, processing times, and performance indicators to identify trends, risks, and opportunities for improvement. - Support the Unit Director in planning, implementing, and evaluating daily operations, special initiatives, and long-term operational strategies. - Monitor unit performance against established targets; prepare analytical summaries, reports, and recommendations for leadership. - Lead operational coordination in the Director's absence, including staff assignments and priority-setting. Data, Research & Process Improvement: - Design, maintain, and analyze operational tracking reports and datasets related to workload, productivity, customer demand, and service quality. - Identify bottlenecks and inefficiencies using qualitative and quantitative methods and propose data-driven solutions. - Develop, test, and evaluate operational and system enhancements, including business rules, workflow redesigns, and technology improvements. - Document research findings, process analyses, and recommendations to support policy, operational, and system decisions. -Assess how AI can be incorporated into unit workflows for enhanced modernization and efficiency. Mailroom & Lobby Operations Oversight: - Assume managerial oversight of the operational workflow for incoming written and electronic correspondence, as well as in-person client requests and inquiries for vital statistics data including the registration, amendment, analysis, and reporting of all vital events in NYC including births, deaths, and terminations of pregnancy. - Utilize customer service metrics to analyze daily operation workflows, response times to client inquiries, the efficiency of staffing models, and overall client satisfaction. - Serve as the Client Escalation Lead by developing and implementing escalation procedures and policies to standardize response efforts to high-priority requests. This process will include but not be limited to: o Performance Evaluation: Evaluating team members' performance and providing feedback o Training and development: Equipping agents with training to handle more complex customer issues o Collaboration: Coordinating with internal teams to facilitate the resolution of escalated issues o Post-resolution review: Participating in review meetings to discuss handling of escalated issues and potential policy changes - Identify trends to drive continuous improvement of the daily operational workflow. Systems, Facilities & Technology: - Work with IT, BVS leadership and vendors to test, troubleshoot, and implement eVital system enhancements. - Develop user acceptance testing plans and document system issues, risks, and functional requirements. - Assess the operational impact of facilities, equipment, and technology issues and coordinate resolution. Compliance, Quality & Continuity of Operations - Monitor compliance with records retention, document security, and regulatory protocols - Collaborate with Quality Assurance staff to analyze incident reports, training outcomes, and service quality indicators. - Support continuity of operations planning and emergency response activities, applying operational analysis during disruptions. PREFERRED SKILLS: - Demonstrated experience conducting operational analysis, program evaluation, or performance monitoring - Ability to independently plan and carry out analytical work and translate findings into operational improvements - Strong quantitative and qualitative analytical skills, including experience with service metrics and reporting - Experience managing or evaluating high-volume, public-facing service operations - Demonstrated ability to su