Deputy Director for Performance, Accountability & Service Excellence
Core
Strengthen the City's accountability infrastructure by ensuring accurate performance reporting, turning data into action for executive reviews, and integrating customer experience into performance management to improve service delivery.
Role type
Senior IC Deputy Director for Performance, Accountability & Service Excellence
Builds
Core performance reporting products, executive review processes, and systems to track commitments and flag risks
Domain
Public sector / City government operations / Performance management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Leading performance management or accountability systems, strong analytical instincts, driving results through structured processes, managing teams, cross-agency collaboration, synthesizing complex information for senior leaders, operational and policy challenge understanding, sound judgment and prioritization
Preferred skills
Experience in government or complex organizations, experience managing high-performing operations, ability to navigate fast-paced high-stakes environments, exceptional writing and problem-solving skills
Technologies
N/A
Responsibilities
Ensure core performance reporting products are accurate, timely, actionable, and drive decision-making; lead performance management and executive review processes to identify challenges and push agencies toward measurable improvement; build systems that track commitments, flag risks, and support agency accountability; integrate customer experience into performance management; identify risks, trends, and opportunities to improve City services; lead and evolve service excellence efforts; manage and develop performance management and customer service staff
Seniority
Senior, hands-on IC with strategic oversight