Process Improvement and Analytics Manager

Responsibilities

• Analyze staffing, workload, and performance trends to support workforce planning and performance management
• Evaluate operational workflows, processing times, service metrics, and customer demand to identify improvements
• Prepare reports, summaries, and recommendations for leadership
• Support onboarding, training, probationary reviews, and performance improvement plans
• Oversee mailroom, lobby, and escalation workflows for high-volume public-facing services
• Work with IT and vendors on system testing, troubleshooting, and enhancements
• Monitor compliance, quality indicators, and continuity of operations planning

Requirements

• Master's degree in public health or related physical, biological, environmental, or social science
• Experience in operational analysis, program evaluation, or performance monitoring
• Strong quantitative and qualitative analytical skills
• Experience with high-volume public service operations
• Proficiency in Microsoft Excel and data tools
• Strong written, verbal, and interpersonal communication skills
• Spanish or other language proficiency preferred

About the Company

The New York City Department of Health and Mental Hygiene protects and improves the health of New Yorkers through public health programs, services, and policy leadership.