Training Manager

Note: Only candidates serving in the permanent Civil Service title of Administrative Staff Analyst will be considered for interview. Appointments are subject to OMB approval.

About the Role

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high-quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. The Bureau of Customer Services (BCS) supports this mission through metering, billing, customer engagement, and service operations. BCS oversees the production and collection of water and wastewater bills, maintains the citywide network of meters and meter reading devices, serves approximately 836,000 customers, and generates over $4 billion in revenue annually.

The Business Services Group (BSG) within BCS provides bureau-wide operational support, documentation, and billing system administration to facilitate smooth meter-to-cash operations. To strengthen process standardization and workforce readiness, BCS seeks a Training Manager to lead the development and day-to-day operations of a bureau-wide training program and maintain the Standards of Operations (SOPs) and other training materials.

Responsibilities

• Training Team Management
  • Coordinate the Bureau of Customer Services Training Team, including planning workloads, assigning trainers, and ensuring delivery quality.
  • Develop bureau-wide training anchored in Standards of Operations and operational standards.
  • Oversee creation and rollout of subject matter trainings across the bureau, in collaboration with subject matter experts and relevant consultants.
  • Evaluate training effectiveness through feedback, Question and Answer (Q&A) tracking, comprehension checks, and performance trends.
  • Partner with Directors to identify emerging training needs based on operational issues, system changes, audit findings, or process updates.
• SOP Upkeep
  • Lead the Bureau of Customer Services’s Standards of Operations (SOP) program by developing, revising, and governing bureau-wide standard operating procedures in partnership with Subject Matter Experts (SMEs) and relevant consultants.
  • Maintain a structured SOP repository, version control system, and scheduled review cycles.
  • Coordinate updates triggered by operational changes, system enhancements, safety guidelines, or compliance requirements.
• Cross-Unit Coordination and Operational Support
  • Collaborate with BCS divisions, Technical Services, Field Operations, Human Resources, and external partners to align procedures and training requirements.
  • Prepare summaries, guidance documents, reference materials, and internal communications supporting adoption of SOPs and training programs.
  • Support additional operational improvement projects and bureau priorities as assigned.

Requirements

A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies, or a closely related field, and two years of satisfactory full-time professional experience in one or a combination of the following:

• Working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research;
• Management or methods analysis, operations research, organizational research, or program evaluation;
• Personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management;
• Or in a related area.

18 months of this experience must have been in an executive, managerial, administrative, or supervisory capacity, including supervising staff performing professional work in the areas described above.

Alternatively, a baccalaureate degree from an accredited college and four years of professional experience in the areas described above, including the 18 months of executive, managerial, administrative, or supervisory experience.

Skills

• Strong experience developing adult learning training programs, Standards of Operations (SOPs), policies, instructional content, or procedural documentation.
• Demonstrated ability to manage training programs or lead training teams.
• Excellent writing, editing, and communication skills, with the ability to convert technical or operational information into clear, structured content.
• Strong analytical and workflow mapping abilities.
• Familiarity with operational, administrative, field, or technical service environments.
• Intellectual curiosity and a passion for continuous learning.
• Ability to build relationships and work collaboratively with diverse units.
• Capacity to manage multiple deadlines and priorities in a fast-paced environment.
• Proficiency with Microsoft Office and training management tools.
• Experience with NYC Environmental Protection (DEP) or Bureau of Customer Services (BCS) is preferred.

Pay

$98,140.00 – $131,956.00

Schedule

35 hours per week

Work location: 59-17 Junction Blvd, Corona, NY 11368 (7th Floor).