Process Improvement and Analytics Manager

Job description

Job Description 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 benchma...