Deputy Director of Business Engagement Strategy

The New York City Department of Sanitation (DSNY) keeps New York City healthy, safe, and clean by collecting, recycling, and disposing of waste, cleaning City streets and vacant lots, and clearing snow and ice. DSNY is the nation's largest municipal sanitation agency, with nearly 10,000 employees, 59 district garages, and a fleet of more than 5,000 trucks, cars, and other types of equipment. The Department clears litter, snow, and ice from approximately 6,500 miles of City streets and removes debris from vacant lots as well as abandoned vehicles from City streets. Under Local Law 199 of 2019, the Department of Sanitation is required to implement a program known as Commercial Waste Zones (CWZ), which transfers the regulation of private waste haulers to the Department of Sanitation.

The Bureau of Commercial Waste (BCW) is seeking a Deputy Director of Business Engagement Strategy to lead how businesses and external stakeholders engage with and respond to CWZ.

This role serves as the strategic lead for business engagement, focusing on market behavior, participation, and customer response; ensuring that approved policies and rollout plans translate into effective engagement, participation, and outcomes in the field.

The position reports to the Director of Program Management & Business Engagement Strategy.

Responsibilities

• Executing the Director’s business engagement strategy and operational priorities across the CWZ program, ensuring consistent implementation, adherence to standards, and achievement of performance goals.
• Building and enforcing standardized operational practices for engagement intake, triage, escalation, and resolution across teams, ensuring efficiency, quality, and accountability (without direct case handling).
• Operationalizing and continuously improving the Department’s use of 311 and online webform as a core engagement and compliance channel, implementing workflows, performance metrics, and quality controls aligned with the Director’s vision.
• Managing day-to-day performance of engagement operations, including service level targets, resolution timelines, quality assurance, and corrective action planning.
• Overseeing the use of Salesforce and related CRM tools to track engagement activity, participation metrics, and customer response.
• Managing and developing a manager, permanent staff, and outreach teams to ensure high performance, consistency, and execute excellence.
• Coordinating operational execution with internal DSNY units and external partners to address emerging issues and ensure seamless delivery of engagement activities.
• Providing leadership with regular performance insights, operational risks, and recommendations to support strategic direction and continuous improvement.

Minimum Qualifications

• 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; in management or methods analysis, operations research, organizational research or program evaluation; in 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. Supervision must have included supervising staff performing professional work in the areas described above; or
• A baccalaureate degree from an accredited college and four years of professional experience in the areas described in “1” above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in “1” above.

Preferred Skills

• Project Execution Leadership: Demonstrated experience managing complex projects in fast‑paced, high‑visibility environments.
• CRM & Systems Expertise: Strong experience using Salesforce and/or other CRM platforms, including reporting, dashboards, and data extraction.
• Data & Analytics: Ability to translate operational data into clear insights and recommendations for leadership.
• Staff Management: Proven experience directing permanent staff and managing augmented or contract resources.
• Operational Judgment: Strong organizational skills, attention to detail, and ability to manage competing priorities under deadline pressure.
• Communication: Clear written and verbal communication skills suitable for executive briefings and interagency coordination.
• Public Sector Experience: Familiarity with government operations, compliance environments, or regulated industries preferred.

55a Program

This position is also open to qualified people with a disability who are eligible for the 55‑a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55‑a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss it with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

$110,067.00 – $150,000.00

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