Process Improvement and Analytics Manager, Bureau of Vital Statistics

Role Overview

Operational Analysis and Program Management

• Analyze workflows, staffing models, request volumes, and processing times to assess operational performance.
• Support daily operations, special initiatives, and service delivery strategy planning and evaluation.
• Monitor service targets and benchmarks and prepare analytical summaries and recommendations for leadership.
• Supervise staff in key service delivery areas and prioritize resources when operational challenges arise.

Data and Process Improvement

• Design, maintain, and analyze datasets and reports on demand, customer service, productivity, turnaround times, and service trends.
• Identify bottlenecks, risks, and inefficiencies using quantitative and qualitative methods.
• Develop, test, evaluate, and document workflow redesigns and other operational improvements.

Systems, Facilities, and Security

• Support testing, troubleshooting, and evaluation of eVital, QMatic, and related customer service platforms.
• Collaborate with IT, BVS leadership, and vendors on system performance issues and technology-enabled improvements.
• Coordinate facilities, equipment, workspace, IT, document security, retention, shredding, and locking issues.

Workforce and Compliance Support

• Analyze staffing needs and workload distribution to support recruitment, vacancy backfills, and workforce planning.
• Coordinate onboarding, training schedules, training completion tracking, performance evaluations, and probationary reviews.
• Support supervisors with documentation of performance issues and Performance Improvement Plans.

Qualifications

• A master's degree in an appropriate physical, biological, environmental, social science, or public health field is required.
• Assignment Level II and above requires the stated doctorate and experience, master's degree and research experience, or equivalent pathway.
• All candidates must have at least a master's degree and the minimum relevant experience specified for the assignment level.

Preferred Skills

• Operational analysis, program evaluation, performance monitoring, and service metrics experience are preferred.
• Strong quantitative and qualitative analytical, reporting, communication, and judgment skills are preferred.
• Experience with high-volume public-facing operations, onboarding, training, and performance management is preferred.
• Proficiency in Microsoft Excel and other data tools is preferred; Spanish or another language is a plus.

Benefits

• City employees may be eligible for loan forgiveness and repayment assistance programs.
• Benefits may include premium-free health insurance, pension, tax-deferred savings, and wellness resources.

Work From Home Policy

• Depending on the position, employees may be able to work from home up to two days during the week.

About the NYC Health Department