NYC311 Project Manager

The NYC311 program manages, enhances and supports the City of New York's incident-oriented Customer Service Management System (CSMS). CSMS is used to provide many vital functions, which are essential in supporting the City's response to crises, and more commonly, other urgent matters such as serving the public and handling all requests for government and non-emergency services, connecting residents, business owners, and visitors with the information and people who can help them best. NYC311 is an established program with a regular team structure and release cadence. Work is planned quarterly, and a dedicated team supports the application handling break fix, enhancements and maintenance work. The 311 team works closely with other NYC Agencies to implement new features. CSMS' workstreams include the Call Center, Online Portal, SMS/Text and mobile application

The NYC311 Project Manager will assist with planning and coordinating team activities for the 311 CSMS. They will provide overall project management for different workstreams and serve as the first point of escalation for issues and risk management. They will assist with Program Intake, work planning efforts, Release Management and Support & Maintenance activities. The Project Manager will work closely with the NYC311 Product Manager and Leadership team to execute work plans, remove blockers and deploy new features for NYC customers.

CSMS' workstreams include the Call Center, Online Portal, SMS/Text and mobile application The NYC311 Project Manager will assist with planning and coordinating team activities for the 311 CSMS. They will provide overall project management for different workstreams and serve as the first point of escalation for issues and risk management. They will assist with Program Intake, work planning efforts, Release Management and Support & Maintenance activities. The Project Manager will work closely with the NYC311 Product Manager and Leadership team to execute work plans, remove blockers and deploy new features for NYC customers.

Tasks:

• Oversee releases from initial requirements gathering through final delivery and ongoing support, ensuring timely completion, product roadmap alignment, and stakeholder satisfaction.
• Develop and maintain detailed project plans, schedules, and resource allocations while managing multiple concurrent workstreams.
• Identify potential project risks or bottlenecks early and implement mitigation strategies to keep NYC311 operations running smoothly.
• Support management of projects that involve development groups both inside and outside of the core 311 application team.
• Facilitate regular stakeholder meetings and provide clear, concise status reports to executive leadership and oversight committees.
• Confer with project personnel to identify and quickly resolve problems to maintain momentum and quality.
• Work with the team and the product owner to release new product features, and that quality is never compromised.
• Coordinate Release Management across workstreams and environments; manage release paths and resolve contentions.
• Follow OTI Change Management processes to obtain necessary approvals for production deployment.
• Coordinate and manage Production outages including engaging other OTI teams, vendors and consultant resources.
• Deliver digital applications by being the agile delivery manager for multidisciplinary product teams.

Required Skills:

• A bachelor's degree in information technology, Project Management, Public Administration, or a closely related field.
• A minimum of 8 years of experience managing complex IT projects, preferably within the public sector or a highly regulated industry.
• Strong project management capabilities with the capability to break down a large project into small, manageable tasks, assign them clearly, and track how one task depends on another to prevent bottlenecks.
• Proven ability to lead cross-functional teams and manage projects involving various stakeholders with competing priorities.
• Excellent written and verbal communication skills, with strong presentation and public speaking skills.
• Proficiency with Azure DevOps project management software.
• Knowledge of risk management techniques and mitigation planning, paired with an awareness of current technology trends and tools.
• Experience with Agile, Scrum, or Waterfall methodologies and how to apply them to government workflows.
• Attention to detail and excellent problem-solving skills.