ODRC Program Operations Manager

About the role

The TLC Owner Driver Resource Center (O/DRC) in Long Island City provides legal services, driver mediation, financial assistance, health and wellness workshops, and public benefit assistance to the TLC community. The center works closely with senior program leaders to implement initiatives such as the Medallion Relief Program (MRP) and the ATLAS vehicle loan assistance program. The successful candidate will have proven experience in community engagement, client services, program operations, and staff management.

Responsibilities

• Oversee daily operations of the TLC Owner/Driver Resource Center and deliver a high level of customer service.
• Address and resolve client issues quickly and efficiently.
• Conduct outreach events, webinars, internal and external events, and special projects.
• Visit and present to program sites, community organizations, and other groups as needed.
• Coordinate with partner organizations to ensure TLC drivers and owners are invited to internal and external programs and resources.
• Review service data and client trends to identify patterns, operational needs, and opportunities for program improvement.
• Lead and coach O/DRC staff responsible for assisting and directing clients to relevant services.
• Draft, review, and edit correspondence and external communications to TLC‑licensed drivers, medallion owners, and other licensees.
• Manage the client experience process from initial intake to service referral.
• Provide recommendations for improving systems to enhance client experience.
• Track O/DRC service metrics and prepare reports, charts, and graphs as needed.
• Collaborate with internal and external stakeholders.
• Develop and maintain reports, client‑management systems, data visualizations, and presentations for management and external stakeholders.
• Analyze data and performance metrics to evaluate program effectiveness, support operational decision‑making, and recommend improvements.
• Complete special assignments, tasks, and projects assigned by senior management.

Qualifications

• Baccalaureate degree from an accredited college and two years of experience in community work or community‑centered activities related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community‑centered activities related to the duties described above; or
• Education and/or experience equivalent to either of the options above.

All candidates must have at least one year of experience as described in the first option.

Work Location: Long Island City, NY