NYCHA’s Business Client Services (BCS) seeks a motivated professional experienced in building and maintaining positive business relationships with senior stakeholders from within a large organization, to serve as a Client Service Manager (CSM) focusing primarily on promoting Resident Technology and Digital Equity Partnerships and supporting NYCHA’s Operations teams.

Reporting to the Director of Business Client Services, the Business Client Service Specialist for Resident Technology and Operations serves as a crucial liaison between NYCHA's IT department, operations teams, and resident communities. This role focuses on promoting digital equity partnerships, managing broadband initiatives, and supporting property management operations while ensuring technology solutions align with resident and organizational needs.

Responsibilities will include, but are not limited to the following:

Business Relationship and Customer Experience (CX) Management

- Build and maintain trusted advisor relationships with partner stakeholders such that IT activities and projects are closely aligned with the business departments' strategy.
- Serve as the IT single point of contact for assigned customer portfolio to provide guidance on new requests, escalation of major issues, and senior leadership engagement.
- Work with BCS Director and other CSMs in the BCS Team to build out client interaction models based on IT service management best practice processes and procedures and recommend improvements in other IT areas to focus service delivery on human-centered design and customer experience.
- Participate in regular client meetings to support IT service delivery. Deliver reports to Senior IT and non-IT stakeholders about client portfolio health as needed.
- Measure client satisfaction through appropriate key performance indicators, including, but not limited to, Voice of the Customer (VOC) and satisfaction (CSAT) surveys, Net Promoter Score (NPS), and Customer Effort Score (CES).
- Maximize user adoption of IT products and services, promoting their effective use while maintaining a streamlined customer/user experience.
- Support IT initiatives for NYCHA’s Resident Roundtable, attend meetings, and action follow-ups as needed.
- Manage existing on-site digital vendor relationships and operations.
- Foster relationships with technology partners and IT/public service-based programs to expand opportunities for residents.
- Oversee the effort to expand digital inclusion, managing relationships within NYCHA to create opportunities and connections to close the digital divide for NYCHA residents across the city.

Property Management Support

- As the CSM, support operations in deploying resident management software to coordinate technology-enabled relocation activities with other units, ensuring adherence to relocation guidelines and procedures.
- Support the use of property management software to develop and track complex custodial, maintenance, and property management tasks.
- Incorporate virtual meeting technologies to facilitate conversations with community groups, landlords, tenant associations, and government agencies.
- Support the creation of digital knowledge bases to document best practices and solutions for recurring property management challenges.
- Implement digital assessment tools to analyze and evaluate the economic feasibility of property repairs, capital improvements, and building upgrades.
- Serve as digital advisor for Property Managers when BAC vendors are onsite.
- Represent the organization in meetings with community groups, tenant associations, and government agencies.
- Utilize performance management dashboards.
- Utilize digital presentation tools and data visualizations.

Broadband Initiatives

- Coordinate with internal NYCHA stakeholders on broadband infrastructure management.
- Collaborate with City partners to establish clear parameters, reporting and accountability for expanding broadband initiatives.
- Collaborate with New York City’s Office of Technology & Innovation (OTI) to align long-term strategic goals for technology and broadband access for NYCHA residents.
- Monitor progress of on-going technology and broadband initiatives to identify areas for expansion and/or escalate instances of sub-par performance.
- Manage existing on-site digital vendor relationships and operations.
- Oversee efforts to expand digital inclusion, creating opportunities to close the digital divide for NYCHA residents.

Technical and Process Management

- Leverage ServiceNow or other IT Service Management systems and platforms to report on IT service utilization; use this data to anticipate IT services demand and increase the IT
Department’s responsiveness.
- Work with customers to develop business cases for their technology solutions requests and guide them to proper service request avenues.
- Cultivate stakeholder relationships with other IT and business project managers to support project-related client engagements, stakeholder meetings, product rollouts, and data tracking and reporting.
- Working with their BCS Director, collect client feedback and adjust future business client solutions accordingly.
- Provide regular client status updates to BCS Director, ITSM Vice-President and other senior stakeholders.

NOTE: IF THIS APPOINTMENT IS MADE ON A PROVISIONAL BASIS PURSUANT TO 65 OF THE NYS CIVIL SERVICE LAW, NO TENURE OR PERMANENCE ACCRUES TO AN INCUMBENT IN THIS POSITION BY VIRTUE OF SUCH APPOINTMENT.

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. For detailed information regarding the 55-a Program, please click on the link below:

https://bit.ly/55aProgram

Additional Information

1. NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.
3 NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

ADMINISTRATIVE REAL PROPERTY M - 10047

1. A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time, progressively responsible experience in real property management, at least 18 months of which must have been in a managerial capacity involving the supervision of a large staff of property management agents and/or housing development specialists and requiring independent decision-making concerning program management or planning, allocation of resources and the scheduling and assignment of work. "Progressively responsible experience" must
be demonstrated by a work history of promotions and/or assumption of increasingly responsible duties and assignments. Experience in building construction or renovation; management of residential, commercial, industrial, or waterfront properties, including both renting and operating; or site management in connection with housing or with reconstruction/rehabilitation projects; supervision of receivership, tenant relocation and anti-abandonment work in housing and other properties, and buildings owned, managed, to be acquired by the City, or at risk of being abandoned; or building maintenance will be accepted up to a maximum of three years toward meeting the general requirements; or

2. A baccalaureate degree from an accredited college and four years of experience described in "1" above, including eighteen months of experience in managerial capacity; or

3. A satisfactory combination of education and/or experience equivalent to "1" or "2" above. However, all candidates must have eighteen months of managerial experience. Education at an accredited college or university may be substituted for general work experience (but not for the 18 months of managerial experience described above) at the rate of 60 college semester credits for one year of acceptable experience up to a maximum of 4 years of college for 2 years of experience.

To be acceptable, experience in property management must have included both renting and operating the managed properties. Experience in renting must have included interviewing prospective tenants, qualifying tenants' income and background, and/or assuring that vacancies are ready for occupancy. Experience in operating must have included overseeing maintenance and repair of building operating systems, and overseeing staff to assure that necessary work is properly completed.

To be acceptable, experience in site management must have included on-site rental and maintenance of buildings.

To be acceptable, experience in relocation must have included negotiation with tenants to surrender leases for cash consideration or for an alternative site, and determining tenant eligibility for benefits.

- Dynamic written and verbal communication skills, prioritizing diplomacy and win-win strategies. Negotiation skills training a plus. - Strong relationship building skills and an ability to lead collaborative decision-making processes from end-to-end. - Experience crafting and delivering presentations to high-stakes executive management and external stakeholders with precision, data research, and a fine ear towards tone and audience. - A passion for customer experience combined with business curiosity and a strategic viewpoint. - Experience supporting cross-functional IT teams or efforts. - Self-starter: excellent time management and organizational skills, and the ability to work on multiple projects simultaneously while managing real-time escalations. - Must possess flexibility to work in a fast-changing environment and address ambiguous client situations with poise. - Willingness and ability to travel to NYCHA field locations for meetings and presentations. - Experience in project management, agile/scrum, or SDLC preferred. - Proficiency in MS Office, especially MS Teams, Excel, PowerPoint, and Visio.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

NYCHA has no residency requirements.

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.

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Client Services Manager