About This Role
This role leads the development and daily operations of a bureau-wide training program, ensuring process standardization and workforce readiness. The Training Manager will also oversee the upkeep of Standard Operating Procedures (SOPs) and other training materials. The position involves managing subject-matter-specific trainings across all units of the Bureau of Customer Services.
Responsibilities
- Coordinate individuals on 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
- Lead the Standards of Operations (SOP) program by developing, revising, and governing bureau-wide standard operating procedures in partnership with Subject Matter Experts (SMEs) across the business and relevant consultants
- Maintain a structured Standard of Operations (SOP) repository, version control system, and scheduled review cycles
- Coordinate updates triggered by operational changes, system enhancements, safety guidelines, or compliance requirements
- Collaborate with Bureau of Customer Services (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 Standards of Operations (SOPs) and training programs
- Support additional operational improvement projects and bureau priorities as assigned
Requirements
- 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 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 someone who enjoys learning themselves
- 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
- NYC Environmental Protection (DEP)/Bureau of Customer Services Experience (BCS)
- Master's degree from an accredited college in economics, finance, accounting, business or public administration, public health, 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 Juris Doctor degree from an accredited law school, 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; or in management or methods analysis, operations research, organizational research or program evaluation; or in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management. Eighteen (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
- 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, as described above
- Associate degree or completion of 60 semester credits from an accredited college and six years of full-time satisfactory full-time professional experience as described above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described above
- Four-year high school diploma or its educational equivalent approved by a state’s department of education or a recognized accrediting organization and eight years of full-time satisfactory full-time professional experience as described above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described above
- Combination of education and/or experience equivalent to the above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college for one year of experience. However, all candidates must have a high school diploma and at least two years of experience as described above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described above
Important Details
- Schedule: 35 hours per week
About the Company
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 storm water, and reducing air, noise, and hazardous materials pollution. Department of Environmental Protection is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system’s 2,000 square mile watershed that extends 125 miles north and west of the City. 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 along with all the work required to maintain the citywide network of meters and meter reading devices, serving approximately 836,000 customers and generating more than $4 billion of revenue annually. The Business Services Group (BSG) provides bureau-wide operational support, documentation, and billing system administration to facilitate smooth meter-to-cash operations across the bureau.
