The New York City Taxi and Limousine Commission (TLC) is the nation’s largest for-hire transportation agency, licensing and regulating the City’s yellow and green taxicabs, for-hire vehicles (including apps like Uber and Lyft), commuter vans, and luxury limousines. TLC develops and enforces rules to promote safety, transparency, and accessibility, and works to promote consumer and driver protection for a vital mode of transport in New York City. TLC-regulated drivers, vehicles, and businesses move over one million people a day. With the introduction of new apps and technologies, TLC is on the front lines of a changing mobility landscape. To learn more about the TLC, please visit: www.nyc.gov/taxi.

TLC is seeking a Deputy Director of Programs to oversee the expansion of services for the Owner/Driver Resource Center (O/DRC). The Owner/Driver Resource Center provides free legal services, access to financial counseling, assistance with public benefits, and mediation resources. In addition, the Owner/Driver Resource Center is instrumental in the success of the Medallion Relief Program, which has provided over $430 million in debt relief to small business medallion owners. The O/DRC also works closely with TLC’s office of financial stability and the accessible services team.

The candidate best equipped to guide the O/DRC will be able to envision and strategically execute initiatives to enhance the business resources and programmatic needs of the center that will ultimately enhance the customer experience. The Deputy Director of Programs will be responsible for managing daily operations of the Owner/Driver Resource Center and developing outreach initiatives with various stakeholder groups to increase driver participation and engagement with the O/DRC. This role will report to the Director of Program Management and is located in Long Island City, Queens.

Responsibilities include:
- Develop and manage Key Program Indicators KPIs to capture the services provided to clients.
- Analyze program data across various services to identify areas for opportunities and growth.
- Provide ad hoc reporting (as needed) to senior staff, city agency partners, and service partners.
- Collaborate with internal and external stakeholders to develop and implement strategies for individual programs.
- Create and execute communication plans through direct engagement, email, and social media.
- Anticipate needs and keep abreast of policies to improve customer experience.
- Provide high-level of customer service to clients that interact with the Owner/Driver Resource Center and resolve client issues. Mentor and guide center staff.
- Conduct outreach events including webinars, in-person events, and special projects.
- Create workshops that will serve the needs of clients.
- Draft, review, and edit correspondence and external communications to TLC-licensed drivers, medallion owners, and other licensees.
- Develop and maintain relationships with internal and external stakeholders.
- Research, write, and present reports/briefs to senior leadership.
- Visit and present at community organizations and other groups as needed.
- Prepare special projects/requests as assigned.

1. For Assignment Level I (only physical, biological and environmental sciences and public health) A master's degree from an accredited college or university with a specialization in an appropriate field of physical, biological or environmental science or in public health.
To be appointed to Assignment Level II and above, candidates must have:
1. A doctorate degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and one year of full-time experience in a responsible supervisory, administrative or research capacity in the appropriate field of specialization; or
2. A master's degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and three years of responsible full-time research experience in the appropriate field of specialization; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least a master's degree in an appropriate field of specialization and at least two years of experience described in "2" above. Two years as a City Research Scientist Level I can be substituted for the experience required in "1" and "2" above.

NOTE:
Probationary Period
Appointments to this position are subject to a minimum probationary period of one year.

- Project Management - Experience with client engagement - Proficiency with Microsoft Office Suite - Interest in program scaling - Strong oral, written, and presentations skills - Ability to think critically and strategically and make mid-course corrections as needed - Flexible and creative problem-solver - Ability to take initiative

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.