Process Improvement and Analytics Manager

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

PREFERRED SKILLS:

– 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

Why you should work for us:

- 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.

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549.

CITY RESEARCH SCIENTIST - 21744