Responsibilities
- Lead and mentor Small Business Advocates working within the NYC BEST program.
- Track team performance, delegate responsibilities, and ensure project deadlines are achieved.
- Manage daily operations of NYC BEST advocacy staff and related support programs.
- Build trust with business owners by engaging proactively and clarifying city regulations, timelines, and required actions.
- Develop partnerships with local organizations, business groups, and government entities to increase program effectiveness.
- Serve as a representative at off-site meetings, public workshops, and community events.
- Deliver expert-level guidance to business owners on zoning changes, permit applications, and compliance rules.
- Maintain high standards for client service and resolution of complicated business challenges.
- Assist in developing briefing materials, reports, and presentations for internal leadership and external partners.
- Manage special projects and attend meetings or events across all five boroughs.
- Participate in evening or weekend engagements when necessary.
- Use data analysis to improve business outreach strategies and the impact of training workshops.
- Help design and update training resources, instructional guides, and educational content.
- Create and refine standard operating procedures for advocates to strengthen team consistency and training.
- Ensure clear, timely communication with partner organizations and track joint project outcomes for performance improvement.
- Foster strong working relationships with agency collaborators and maintain open communication on shared goals.
- Review case documentation to verify accuracy, completeness, and appropriate follow-up actions.
- Address escalated customer concerns and provide direct client support when required.
- Research and evaluate retail and storefront trends by industry across NYC’s five boroughs.
- Identify opportunities to strengthen NYC BEST’s services and expand its influence within targeted sectors.
- Apply qualitative and quantitative research to shape new policies and operational practices.
- Collaborate with leadership to assess training needs as new industry regulations emerge.
- Oversee the professional development, workflow planning, and day-to-day supervision of advocacy staff.
- Monitor and evaluate advocate caseloads to ensure consistent case handling and high-quality service.
- Work with senior leaders to use data-driven insights for planning outreach locations and sharing regulatory updates.
Work Arrangement
Hybrid — New York City
Team
Reports to the Director of Advocacy. Supervises Small Business Advocates. Acts as the main communication link between the advocacy team and senior leadership.
Other
- This role may qualify for remote work up to two days per week under the Remote Work Pilot Program established between the City and DC37.
- The position demands regular in-person interaction and engagement.
- Duties involve travel throughout NYC’s five boroughs and on-site visits as needed.
- Availability for evening and weekend events is required when necessary.
