Deputy Director, Property Tax Customer Service
Core
Oversee the daily operations of the Property Tax Customer Service Unit, managing staff, taxpayer support activities, payment plan administration, and quality assurance for property tax billing and refunds.
Role type
Senior management (Deputy Director) for property tax customer service operations
Builds
Operational efficiency, service level compliance, and accurate financial data for property tax collections
Domain
Municipal finance / Property tax administration
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Staff supervision and performance management, operational procedure development, workflow optimization, data analysis and reporting, internal controls and audit framework design, stakeholder coordination, strategic planning, crisis management for peak volumes
Preferred skills
Experience with CRM systems, 311 integration, online payment platforms (CityPay, NYCePay), legal/regulatory liaison
Technologies
CRM, 311, CityPay, NYCePay
Responsibilities
Supervise staff in customer service, payment plans, and QA; Develop and monitor operational procedures and internal controls; Analyze metrics to improve service delivery; Act as escalation point for complex taxpayer issues; Coordinate with Legal and FIT divisions on regulatory changes; Manage operational plans for peak tax cycles and lien sales
Seniority
Senior, hands-on IC with strategic oversight