Deputy Director of Business Engagement Strategy

The New York City Department of Sanitation (DSNY) keeps New York City healthy, safe, and clean by collecting, recycling, and disposing of waste, cleaning City streets and vacant lots, and clearing snow and ice. DSNY is the nation's largest municipal sanitation agency, with nearly 10,000 employees, 59 district garages, and a fleet of more than 5,000 trucks, cars, and other types of equipment. The Department clears litter, snow, and ice from approximately 6,500 miles of City streets and removes debris from vacant lots as well as abandoned vehicles from City streets. Under Local Law 199 of 2019, the Department of Sanitation is required to implement a program known as Commercial Waste Zones (CWZ), which transfers the regulation of private waste haulers to the Department of Sanitation.

The Bureau of Commercial Waste (BCW) is seeking a Deputy Director of Business Engagement Strategy to lead how businesses and external stakeholders engage with and respond to CWZ.

This role serves as the strategic lead for business engagement, focusing on market behavior, participation, and customer response; ensuring that approved policies and rollout plans translate into effective engagement, participation, and outcomes in the field.

The position reports to the Director of Program Management & Business Engagement Strategy

Responsibilities of the position include, but are not limited to, the following:
Executing the Director’s business engagement strategy and operational priorities across the CWZ program, ensuring consistent implementation, adherence to standards, and achievement of performance goals.

Building and enforcing standardized operational practices for engagement intake, triage, escalation, and resolution across teams, ensuring efficiency, quality, and accountability (without direct case handling).

Operationalizing and continuously improving the Department’s use of 311 and online webform as a core engagement and compliance channel, implementing workflows, performance metrics, and quality controls aligned with the Director’s vision.

Managing day-to-day performance of engagement operations, including service level targets, resolution timelines, quality assurance, and corrective action planning.

Overseeing the use of Salesforce and related CRM tools to track engagement activity, participation metrics, and customer response.

Managing and developing a manager, permanent staff, and outreach teams to ensure high performance, consistency, and execute excellence.

Coordinating operational execution with internal DSNY units and external partners to address emerging issues and ensure seamless delivery of engagement activities.

Providing leadership with regular performance insights, operational risks, and recommendations to support strategic direction and continuous improvement.

ADMINISTRATIVE STAFF ANALYST ( - 1002D