311 Director of Communications & Agency Relations - City of New York, NY
City of New York
Office of Technology and Innovation (OTI)
Salary: $106,602 - $149,000
Business Title: Director of Communications & Agency Relations
Work Location: Manhattan, NY
Division/Work Unit: NYC311 Call Center
Number of Positions: 1
Job ID: 712954
Hours/Shift: Day - Due to the necessary support duties of this position in a 24/7 operation, the candidate may be required to work various shifts such as weekends and/or nights/evenings.
(NYC Residency is required within 90 days of appointment)
Job Description:
The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.
At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.
NYC311 is New York City’s official source for non-emergency information and services. NYC311 is the critical bridge for residents, businesses, and visitors to City government, providing quick and easy access to government services and information with the highest level of quality. Available 24 hours a day, 7 days a week in up to 175 languages. NYC311 provides industry leading service across multiple channels including phone, text, online, mobile app, and social media. Launched in 2003, NYC311 manages up to 40 million customer contact annually, and works in close partnership with the Mayor’s Office and every City Agency to develop and maintain accurate, timely, and plain-language content for all New Yorkers.
The successful candidate will serve as the Director of Communications and Agency Relations for NYC 311. Responsibilities will include:
- Direct multiple teams within the 311 Communications and Agency Relations unit;
- Develop strategies for citywide customer service programs and delivery;
- Oversee design and implementation of business solutions in CRM and IVR applications;
- Lead business process reengineering efforts required to support mayoral and agency initiatives;
- Develop and administer short and long range plans;
- Serve as a senior management advisor for 311 and citywide agency relations issues and content management programs;
- Oversee effective information flow provided and shared by 311, 311 Online, 311 X (Twitter), 311 Text Messaging, and any new 311 platform, with the public and city agencies;
- Provide leadership for special projects and programs; manage relationships with internal and external partners;
- Represent 311 at high level meetings with internal and external stakeholders and other entities; and serve as a senior management liaison;
- Oversee special projects and initiatives as assigned.
Minimum Qualification Requirements:
- A master's degree from an accredited college in economics, finance, accounting, business or public administration, 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 closely related field, 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; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area. 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.
OR
- A baccalaureate degree from an accredited college and four years of 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.
Preferred Skills:
The successful candidate should possess the following: a Bachelor's degree in a related field; 5+ years of satisfactory work experience managing or leading professional staff in the areas of Client Management, Content, Communications, or a related field; proven experience with agency and client relationship management in a government setting; experience with business promotion activities, marketing, or public relations; experience with content strategy, usability, and design in a government setting; professional experience as an editor or managing editor; ability to edit user-focused, task-oriented content; commitment to consistency in style, tone, and format; experience with social media marketing and management platforms and tools; project management experience; familiarity with information technology and application development; demonstrated experience working with technical and non-technical staff; exceptional knowledge of Microsoft Office programs; outstanding collaboration and team building skills; strong written and verbal communication skills; excellent analytic, organization, presentation and facilitation skills; ability to manage multiple tasks under tight deadlines; and ability to interface with executive level management and conduct senior level presentations.
To Apply:
Only permanent employees in the title and those that are reachable on the civil service list are eligible to apply.
* Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration
Please go to www.cityjobs/jobs/search and search for Job ID # 712954
SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL
NOTE: 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.
Posting Date: July 31, 2025 Post Until: Filled
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.
OTI participates in E-Verify