Process Improvement and Analytics Manager, Bureau of Vital Statistics

About the role

The Corrections and Amendments Unit (CAU) processes approximately 65,000–70,000 complex customer requests annually, including adoptions, name changes, gender marker changes, parentage amendments, and other legally governed corrections to vital records. CAU also operates a high-volume public-facing lobby serving tens of thousands of customers each year. The unit’s work directly impacts public access to benefits, legal identity, and essential services.

Responsibilities

• Analyze staffing needs, workload distribution, and performance trends to support hiring, backfills, and workforce planning
• Carefully coordinate onboarding processes and evaluate training effectiveness
• Lead coordination of Tasks & Standards, performance evaluations, and probationary reviews using established metrics
• Support supervisors with data-informed performance improvement plans and documentation
• Independently analyze CAU operational workflows, volumes, processing times, and performance indicators to identify trends, risks, and opportunities for improvement
• Support the Unit Director in planning, implementing, and evaluating daily operations, special initiatives, and long-term operational strategies
• Monitor unit performance against established targets; prepare analytical summaries, reports, and recommendations for leadership
• Lead operational coordination in the Director’s absence, including staff assignments and priority-setting
• Design, maintain, and analyze operational tracking reports and datasets related to workload, productivity, customer demand, and service quality
• Identify bottlenecks and inefficiencies using qualitative and quantitative methods and propose data-driven solutions
• Develop, test, and evaluate operational and system enhancements, including business rules, workflow redesigns, and technology improvements
• Document research findings, process analyses, and recommendations to support policy, operational, and system decisions
• Assess how AI can be incorporated into unit workflows for enhanced modernization and efficiency
• Assume managerial oversight of the operational workflow for incoming written and electronic correspondence, as well as in-person client requests and inquiries for vital statistics data including the registration, amendment, analysis, and reporting of all vital events in NYC including births, deaths, and terminations of pregnancy
• Utilize customer service metrics to analyze daily operation workflows, response times to client inquiries, the efficiency of staffing models, and overall client satisfaction
• Serve as the Client Escalation Lead by developing and implementing escalation procedures and policies to standardize response efforts to high-priority requests
• Evaluate team members' performance and provide feedback on
• Equip agents with training to handle more complex customer issues
• Collaborate with internal teams to facilitate the resolution of escalated issues
• Participate in review meetings to discuss handling of escalated issues and potential policy changes
• Identify trends to drive continuous improvement of the daily operational workflow
• Work with IT, BVS leadership and vendors to test, troubleshoot, and implement eVital system enhancements
• Develop user acceptance testing plans and document system issues, risks, and functional requirements
• Assess the operational impact of facilities, equipment, and technology issues and coordinate resolution
• Monitor compliance with records retention, document security, and regulatory protocols
• Collaborate with Quality Assurance staff to analyze incident reports, training outcomes, and service quality indicators
• Support continuity of operations planning and emergency response activities, applying operational analysis during disruptions

Qualifications

• Ability to independently plan and carry out analytical studies and translate findings into operational improvements
• Demonstrated ability to supervise staff and support training, onboarding, and performance management
• Demonstrated experience conducting operational research, data analysis, and performance evaluation
• Strong quantitative and qualitative analytical skills, including experience with performance metrics and reporting
• Experience managing or evaluating high-volume, public-facing service operations
• Excellent written, verbal, and interpersonal communication skills, including report writing and presentation of findings
• Proficiency in Microsoft Excel and other data tools; experience with database or systems analysis experience
• Ability to exercise sound independent judgment in complex operational and policy environments

Skills

• Preferred skills listed in the job description

Benefits

City employees are entitled to unmatched benefits such as:

• A premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
• Additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
• A public sector defined benefit pension plan with steady monthly payments in retirement.
• A tax-deferred savings program.
• A robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.

Pay

Details about pay are not specified in the job posting.

Schedule

Details about schedule are not specified in the job posting.