Deputy Director, Member Management

Position Summary:

We are seeking an accomplished and forward-thinking leader to serve as Deputy Director of Member Management. This leadership role oversees people, processes, and modernization initiatives, providing strategic direction to the Service Request Center (SRC) and Surveys, Research, and Analytics (SRS) teams.

The Deputy Director ensures that service delivery meets or exceeds SLA/OLA standards while driving operational excellence, advancing modernization efforts, and fostering a high performing workforce. This leader will shape long-term strategy, strengthen organizational capabilities, and champion continuous improvement across Member Management.

This is a critical leadership opportunity to influence enterprise-wide transformation, elevate member experience, and guide teams through change.

Key Responsibilities:

- Provide strategic leadership and operational oversight for the Member Management Unit, ensuring exceptional service quality, member satisfaction, and timely issue resolution.
- Lead and develop a diverse team of managers and staff, fostering a culture of accountability, collaboration, and continuous learning.
- Develop and manage the department budget, ensuring resources are allocated effectively to support operational and strategic priorities.
- Lead the execution of the Strategic Plan for Member Services, providing regular updates to senior leadership on progress, risks and opportunities.
- Guide the development and implementation of member portal enhancement and modernization initiatives, ensuring seamless integration and a positive user experience.
- Serve as primary liaison between the Member Services team, development and the Quality Center of Excellence (QCOE) on all ASPEN-related implementations.
- Provide hands-on coaching, mentoring, and professional development to managers and staff, ensuring teams are equipped to meet evolving service expectations and industry best practices.
- Ensure compliance with SLA’s and OLA’s, proactively addressing service gaps and operational challenges.
- Establish, monitor, and report on KPIs and performance metrics to drive accountability and continuous improvement. Communicate regularly with executive leadership on performance trends, project updates, and strategic recommendations.
- Oversee the Member Experience Project, collaborating with cross-functional partners, to ensure alignment with modernization efforts and organizational priorities.

ADMINISTRATIVE STAFF ANALYST - 10026

1. A master's degree from an accredited college in economics, finance, accounting, business or public administration, public health, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a Juris Doctor degree from an accredited law school, and two years of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; or in management or methods analysis, operations research, organizational research or program evaluation; or in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management. Eighteen (18) months of this experience must have been in an executive, managerial, administrative, or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above.

2. A baccalaureate degree from an accredited college and four years of satisfactory full-time professional experience in the areas described in “1” above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described in “1” above.

3. An associate degree or completion of 60 semester credits from an accredited college and six years of satisfactory full-time professional experience as described in “1” above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described in “1” above.

4. A four-year high school diploma or its educational equivalent approved by a State’s department of education or a recognized accrediting organization and eight years of satisfactory full-time professional experience as described in “1” above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described in “1” above.

5. A combination of education and/or experience equivalent to “1”, “2”, “3”, or “4” above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college for one year of experience. However, all candidates must have a high school diploma and at least two years of experience as described in “1” above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described in “1” above.

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.