Process Improvement and Analytics Manager

City of New York • New York City, NY

1d

About The Position

Housed within the Bureau of Vital Statistics (BVS), the Public Services Operations (PSO) Unit is one of the largest public-facing operations within the New York City Department of Health. PSO 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. PSO 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: Operational Analysis & Program Management –Analyze PSO workflows, staffing models, request volumes, and processing times to assess operational performance – Support the Unit Director in planning, implementing, and evaluating daily operations, special initiatives, and service delivery strategies – Monitor unit performance against service targets and operational benchmarks; prepare analytical summaries and recommendations for leadership – Exercise independent judgment in addressing operational challenges and prioritizing resources -Supervise staff in key service delivery areas Data, Research & Process Improvement – Design, maintain, and analyze operational datasets and reports related to customer demand, customer service, productivity, turnaround times, and service trends – Identify bottlenecks, risks, and inefficiencies using quantitative and qualitative methods – Develop, test, and evaluate process improvements and workflow redesigns – Translate data analysis findings into actionable operational recommendations and document outcomes Systems, Technology & Vendor Coordination – Support testing, troubleshooting, and evaluation of PSO system enhancements, including eVital, QMatic and related customer service platforms – Analyze system performance issues, submit IT tickets, and collaborate with IT, BVS leadership, and external vendors (e.g., VitalChek, Qmatic) – Assist with development, documentation, and evaluation of new systems, tools, and technology-enabled service improvements Facilities, Equipment & Document Security – Evaluate facilities, equipment, and workspace needs and assess their impact on service delivery and staff productivity – Coordinate resolution of facilities, IT, and equipment issues with administrative and technical partners – Monitor compliance with document security, retention, shredding, and end-of-day locking protocols and recommend corrective actions as needed Personnel, Onboarding & Workforce Support – Analyze staffing needs and workload distribution to support recruitment, vacancy backfills, and workforce planning – Coordinate onboarding processes and evaluate the effectiveness of training and staff readiness – Assist with training new staff on PSO workflows, policies, and systems – Coordinate Tasks & Standards, performance evaluations, and probationary reviews using established metrics Training, Compliance & Administrative Support – Analyze training completion data and work with supervisors to schedule and track mandatory agency trainings – Collaborate with Quality Assurance teams to assess professional development, customer service, and incident reporting training outcomes – Support supervisors with data-informed documentation of performance issues and development of Performance Improvement Plans – Coordinate with Employee and Labor Relations units as needed

Requirements

• 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:
• 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
• 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
• 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.

Nice To Haves

• 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 support staff onboarding, training, and performance management
• Excellent written, verbal, and interpersonal communication skills, including report writing and presentation of findings
• Proficiency in Microsoft Excel and other data tools
• Ability to exercise sound judgment in complex, fast-paced operational environments
• Experience working with diverse communities and delivering customer-centered public service
• Spanish or other language proficiency is a plus

Responsibilities

• Analyze PSO workflows, staffing models, request volumes, and processing times to assess operational performance
• Support the Unit Director in planning, implementing, and evaluating daily operations, special initiatives, and service delivery strategies
• Monitor unit performance against service targets and operational benchmarks; prepare analytical summaries and recommendations for leadership
• Exercise independent judgment in addressing operational challenges and prioritizing resources
• Supervise staff in key service delivery areas
• Design, maintain, and analyze operational datasets and reports related to customer demand, customer service, productivity, turnaround times, and service trends
• Identify bottlenecks, risks, and inefficiencies using quantitative and qualitative methods
• Develop, test, and evaluate process improvements and workflow redesigns
• Translate data analysis findings into actionable operational recommendations and document outcomes
• Support testing, troubleshooting, and evaluation of PSO system enhancements, including eVital, QMatic and related customer service platforms
• Analyze system performance issues, submit IT tickets, and collaborate with IT, BVS leadership, and external vendors (e.g., VitalChek, Qmatic)
• Assist with development, documentation, and evaluation of new systems, tools, and technology-enabled service improvements
• Evaluate facilities, equipment, and workspace needs and assess their impact on service delivery and staff productivity
• Coordinate resolution of facilities, IT, and equipment issues with administrative and technical partners
• Monitor compliance with document security, retention, shredding, and end-of-day locking protocols and recommend corrective actions as needed
• Analyze staffing needs and workload distribution to support recruitment, vacancy backfills, and workforce planning
• Coordinate onboarding processes and evaluate the effectiveness of training and staff readiness
• Assist with training new staff on PSO workflows, policies, and systems
• Coordinate Tasks & Standards, performance evaluations, and probationary reviews using established metrics
• Analyze training completion data and work with supervisors to schedule and track mandatory agency trainings
• Collaborate with Quality Assurance teams to assess professional development, customer service, and incident reporting training outcomes
• Support supervisors with data-informed documentation of performance issues and development of Performance Improvement Plans
• Coordinate with Employee and Labor Relations units as needed

Benefits

• Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://studentaid.gov/pslf/)
• Benefits: City employees are entitled to unmatched benefits such as: o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment. o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund. o a public sector defined benefit pension plan with steady monthly payments in retirement. o a tax-deferred savings program and o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
• Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
• Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees