Director of Operations for the Division of Tenant & Owner Resources (CityHAP Program)

As the Director of Operations for the Division of Tenant and Owner Resources (DTOR), you will serve as a strategic partner to the Assistant Commissioner in strengthening a large, mission-driven division working together to deliver rental subsidies for New Yorkers. You will lead efforts to build a high-performing, connected team by supporting supervisors, advancing professional growth, and ensuring consistent and meaningful performance management. The role is a high-trust, people-centered position for someone who brings both emotional intelligence and analytical rigor. Applicants must be permanent or in a comparable civil service title.

Responsibilities

Performance Management: Oversee the division's performance evaluation cycle, ensuring reviews are completed on time and used as real tools for feedback, goal setting, and development; Supervisor Support & Development: Equip supervisors with the guidance, tools, and coaching they need to support their teams, set clear expectations, and address performance concerns early and constructively; Accountability & Corrective Action: Partner with supervisors, HPD Human Resources, and labor relations to manage staff performance expectations consistently and in line with agency policy; Training & Professional Growth: Collaborate with DTOR and HAS leadership to identify and build pathways for staff advancement and training; Team Cohesion & Organizational Effectiveness: Partner with the Assistant Commissioner and division leadership to strengthen communication, trust, and collaboration across units, and help lead initiatives that build a positive, team-oriented culture; Leadership Team Coordination: Plan and facilitate leadership meetings and retreats, ensure clear agendas and follow-through, and help align the leadership team around shared priorities; Data & Operational Analysis: Develop and maintain dashboards and reports (e.g., Power BI, OBIEE) to track workload, productivity, staffing, and service outcomes, and use findings to identify trends and recommend operational improvements; Process Improvement: Assess workflows across units, streamline procedures, and implement practical solutions that improve efficiency and the customer experience for tenants and owners

Requirements

Applicants must be permanent or in a comparable civil service title; Master's degree from an accredited college in a listed field (e.g., economics, finance, public administration, human resources management, statistics, psychology) or Juris Doctor, plus two years of full-time professional experience, including 18 months in an executive, managerial, administrative, or supervisory capacity; Alternatively, a baccalaureate degree and four years of professional experience, including the 18 months of executive, managerial, administrative, or supervisory experience; Alternatively, an associate degree or 60 semester credits and six years of professional experience, including the 18 months of executive, managerial, administrative, or supervisory experience; Alternatively, a four-year high school diploma and eight years of professional experience, including the 18 months of executive, managerial, administrative, or supervisory experience; Alternatively, a combination of education and/or experience equivalent to the above, with all candidates holding a high school diploma and at least two years of experience, including the 18 months of executive, managerial, administrative, or supervisory experience

Nice to have

People Leadership: Demonstrated experience managing, coaching, and developing staff and supervisors in a large or complex organization; Performance Management Expertise: Working knowledge of performance evaluation and performance processes, ideally in a public sector or unionized environment; Organizational Development: Experience leading team building, change management, or culture initiatives; Facilitation & Interpersonal Skills: Ability to build trust, navigate sensitive conversations with tact and discretion, and bring people together around common goals; Data Analysis & Visualization: Proficiency with Power BI, OBIEE, Excel, or similar tools; Exceptional Communication: Strong written and verbal skills, with the ability to tailor messages to staff at all levels; Project Management: Proven ability to manage multiple priorities and drive initiatives to completion; Knowledge of Housing Programs: Familiarity with rental subsidy programs, tenant and owner services, or NYC government operations is a plus