Client Manager
Core
Frontline client manager guiding visitors through the NYC business licensing process, reducing wait times, and assisting with self-service tools.
Role type
Senior IC client manager (licensing operations)
Builds
Efficient customer flow and accurate licensing application submissions for NYC businesses
Domain
Public sector / Government / Business Licensing
Deliverable
client delivery
Required skills
Visitor flow management, self-service tool guidance, application documentation verification, translation support, process improvement identification, payment processing
Preferred skills
Experience with digital literacy barriers, multilingual communication
Technologies
Self-service iPads, online licensing portal, Language Line
Responsibilities
Direct visitors and assess licensing needs, assist with check-in tools and documentation verification, guide customers on self-service iPad usage, answer common licensing questions, translate communications for limited English proficiency, identify systemic barriers for process improvement, process applications and payments
Seniority
Senior, hands-on IC