Agency Description
The New York City Department of Small Business Services (SBS) is a vibrant, client-centered agency whose mission is to serve New York’s small businesses, jobseekers and commercial districts. SBS makes it easier for companies in New York City to start, operate, and expand by providing direct assistance to business owners, supporting commercial districts, promoting financial and economic opportunity among minority- and women-owned businesses, preparing New Yorkers for jobs, and linking employers with a skilled and qualified workforce. SBS continues to reach for higher professional standards through innovative systems, new approaches to government, and a strong focus on its employees. SBS also works to make changes to the overall regulatory environment to help the small business community.

Division Description
The Division of Business Services (DBS) is dedicated to helping NYC businesses start, operate and expand in New York City while leading systemic change to improve the regulatory environment for businesses. The Division is guided by principles of equity, diversity, and inclusion.

Job Description:
NYC BEST (Business Express Service Team) is a dedicated team who educate and advocate for entrepreneurs as they launch and operate their store front businesses across the five boroughs. Through their knowledge of city agency rules and regulations, the team helps small business owners navigate licenses and permits as well as avoid and reduce fines and violations.

Roles and Responsibilities:

The Senior Small Business Advocate will play a key leadership role in supporting the successful implementation of NYC BEST. The Senior Small Business Advocate will supervise Small Business Advocates ensuring comprehensive support for specific industries and serve as the primary liaison between the team and the Director of Advocacy. The Senior Small Business Advocate will develop and implement engagement strategies, collaborating with city agencies, and providing guidance to businesses navigating zoning and regulatory policies. They lead initiatives regulatory processes, engage stakeholders, to promote economic development and equitable access to commercial spaces.

Reporting to the Director of Advocacy, the specific responsibilities of the Senior Small Business Advocate include:

Service Delivery

- Provide direct supervision, guidance and support Small Business Advocates assigned to NYC BEST.

- Monitor performance, assign tasks, and ensure deliverables are met.

- Oversee the day-to-day operations of NYC BEST Small Business Advocates and support programs and services within NYC BEST.

- Establishing and maintaining positive relationships with business owners by proactively engaging with clients and setting clear expectations regarding City requirements, timelines, and next steps.

- Establish and maintain relationships with community partners, business associations, and other City agencies to maximize impact.

- Represent NYC BEST at external meetings, workshops and events.

- Providing direct, high-level technical assistance to business owners navigating zoning updates, permitting processes, and regulatory requirements.

- Ensure a high standard of customer service and problem-solving for complex business inquiries

- Assist in preparing briefings, presentations, and reports for agency leadership and external stakeholders.

- Lead projects and travel to meetings or events within the five boroughs

- Be available for evening and weekend events (as needed).


Operational Support

- Analyze data to enhance business engagement, community outreach, and bootcamp workshop effectiveness.

- Support in the creation and maintenance of training materials guides, and presentations to support learning and development.

- Maintain and develop Small Business Advocate protocols and procedures to educate and train staff and enhance NYC BEST SOP.

- Ensure timely and clear communication with partners on joint initiatives while tracking agency partnerships contributions and outcomes to drive continuous improvement.

- Establish and maintain strong relationships with agency partners, ensuring timely and clear communication on joint initiatives.

- Audit case notes to ensure completeness, accuracy and follow-up

- Handle customer escalations and direct client service as needed

Subject Matter Research & Training Improvement

- Conduct research and analysis storefront trend across the five boroughs for designated industries

- Help expand and deepen impact NYC BEST’s small business support by proposing areas for improvement and development in assigned industries

- Use quantitative and qualitative research to inform the creation of new policies and practices

- In partnership with leadership, identify training needs as industry regulations arise

Administrative Support

- Supervise Small Business Advocates including direct supervision, workflow planning, and professional development.

- Review and monitoring of the caseload of the assigned advocates to ensure consistency in the case management and optimal service delivery

- Coordinate with senior management to ensure maximizing the reach of the team by using data to determine outreach sites and dissemination of new rules and regulations

- Assist with overall management and administration including monitoring and enforcing timekeeping and personnel policies

- Conduct onboarding training for new staff on NYC BEST services, agencies rules and regulations, resources and small business services.

- Collaborate with the Director of Advocacy to manage and develop NYC BEST programs, ensuring alignment with strategic goals and compliance standards.

- Assist in analyzing and reporting key data trends, performance metrics, and insights to inform decision-making and drive business strategies.

- Provide mentorship and identify professional development for NYC BEST Small Business Advocates

- Support onboarding and training period through assessment and certification process


ADDITIONAL INFORMATION:
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed to between the City and DC37. However, the nature of the role requires a strong in-person presence, and responsibilities include travel around the 5 boroughs of NYC and on-site engagements as needed.


How to Apply:

Apply through https://cityjobs.nyc.gov/ search for Job ID: # 774246

Note: We appreciate the interest and thank all applicants who apply, but only those candidates under consideration will be contacted.

If you do not have access to email, mail your cover letter & resume to:
NYC Department of Small Business Services
Human Resources Unit
1 Liberty Plaza, 11th Floor
New York, New York 10006

COMMUNITY COORDINATOR - 56058

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

- At least two years of customer service and/or experience that demonstrates a proven record of helping individuals, clients and/or business owners. - Experience managing client facing teams - Knowledge of local and state government regulatory and compliance procedures - Ability to communicate complex, technical information – such as City codes, zoning requirements, and permitting procedures – in plain language that individuals without technical training can easily comprehend. - At least two years of business development (B2B or B2C) working with new businesses, as well as operating. - An understanding of issues concerning the establishment and operation of a business in New York City. - An understanding of New York City’s operational agencies, including the ability to identify which agencies are relevant to a business’s concern via conversations with the business owner. - Management and/or administrative experience including handling of business or economic development programs. - Strong interpersonal skills: ability to interact positively with business owners, ask questions to understand the core issues facing the business, identify information to be researched, and build trust during the conversation. - Ability to research, understand, catalog, and maintain information related to all City codes, permits, and requirements that impact a new business in NYC. - Ability to coordinate and communicate between business clients, other agencies, and internal stakeholders while balancing requirements and resources to solve business needs. - Flexibility, multi-tasking capability, and enthusiastic work ethic. - Strong written, verbal communication and data analysis skills. - Additional language capacity. Preferred fluency or working knowledge of, Arabic, Urdu, Bengali, Russian, Korean, Polish, Haitian Creole, or French. - Knowledge of MS Office (i.e. Microsoft Word, Excel, PowerPoint, Access).

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 with the agency representative at the time of interview.

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.