Deputy Chief Administrative Officer (DCAO)

$175,000 yearly
  • City of New Orleans
  • Feb 03, 2020
Full time Executive General Business Government Management Strategy-Planning

Job Description

Agency Description:

The City of New Orleans’ Office of Business and External Services (OBES) aims to create a city with stronger businesses, stable jobs, and a vibrant economy in all neighborhoods of New Orleans to give all stakeholders the opportunity to rise together. OBES actively invests in efforts to make building stronger business communities and improving commercial corridors seamless in New Orleans.

Job Description:

OBES is seeking a dynamic, progressive executive leader to serve as the Deputy Chief Administrative Officer (DCAO). The DCAO will serve in an executive function within the Chief Administrative Office and as the founding entrepreneur for OBES. This position will support the CAO in setting the culture of the organization, solving cross-departmental longstanding problems faced by businesses, customers and jobseekers in New Orleans, and creating and holding the vision of how businesses and customers interact with the City of New Orleans. Through seasoned industry experience and strategic thinking, the DCAO of OBES will focus on delivering premiere customer service to the residents and businesses of New Orleans.

To that end, the DCAO of OBES will ensure that the entire journey of interacting with City services, from beginning to end, allows the public to move seamlessly. He/she will lead the efforts to make public access to the relevant City information, services, and processes as steady and efficient as possible.

Specific responsibilities include, but are not limited to:

Effective and Visionary Leadership

  • Launching initiatives that creatively solve problems and enhance customer experience to present a unified experience for the residents and businesses with the City
  • Leading interdepartmental collaboration to understand customer pain points in order to creatively shape and improve every customer touchpoint and interaction
  • Providing strategic direction and recommendations to the CAO on high-priority initiatives and during emergencies as they arise

Supervisory and Management Activities

  • Facilitating the leadership of the portfolio departments, managing policy decision-making and implementation planning across those departments
  • Creating structures, systems, and processes which foster and facilitate planning, performance management, and the development, coordination, integration, implementation, communication, and evaluation of OBES policy
  • Spearheading critical strategic initiatives assigned by the CAO, assigning projects to appropriate staff in various portfolio departments for research, analysis, and implementation across the City, and ensuring follow-up with direct reports to the CAO and other staff
  • Managing the daily operations of the portfolio departments, including budget, personnel, funded programs, records management, and other related administrative matters

Regulatory and Policy Reform

  • Using thorough understanding and knowledge of the regulatory environment to properly guide the functions, allowances, and limitations of the scope of portfolio departments’ work
  • Aligning City leadership on customer values, priorities, and goals by serving as a voice of the customer and as an agent of change who works across departments to prioritize service delivery initiatives

Communication and Customer Service Management

  • Reconfiguring the City’s online service experience to ensure that the people, processes, and technologies are used to meet the public’s needs
  • Creating and implementing an outreach strategy for OBES by cultivating relationships with strategic partners
  • Working within and across all City departments and with outside organizations to raise policy issues, identify areas in need of improvement, and troubleshoot and solve problems in divisional performance as they arise

Preferred Skills:

  • Previous leadership experience at a regulatory agency; background and an extensive understanding of the City of New Orleans government and/or Louisiana State government rules and regulations
  • A law or business degree and advanced experience in these fields
  • Experience in outlining processes, determining pain points, and developing new systems including a plan for implementing changes in the customer experience
  • Experience that demonstrates a proven record of effectively solving problems for individuals, clients, and/or business owners; business development experience working with local communities
  • Experience in engaging with various stakeholders, pursuing and developing strategic relationships, and facilitating business development opportunities
  • Outstanding analytical, problem solving, and creative thinking abilities; enterprising and resourceful, self-starter and team player
  • Ability to communicate complex, technical information (e.g. City codes, zoning requirements, and permitting procedures) in plain, accessible language
  • Proven ability to execute complex projects with multiple stakeholders to deliver fast, quality results
  • Advance software knowledge of MS Office and experience working with a Customer Relationship Management tool

Required Qualifications:

  • Bachelor’s Degree from an accredited college or university, preferably with a major in business administration, public administration, urban planning, economics, market research, finance, or compliance. Juris Doctor (JD) Degree, MBA, Master’s Degree or other relevant graduate degree is preferred.
  • Ten (10) years of professional program or management experience, ideally with increasing responsibility, in government, banking, insurance, real estate, regulatory or service industry. Six (6) years of this experience must involve supervision and success of developing programs, initiatives, and projects.