Exemptions Processing Manager

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.The Property Exemptions Administration (PEA) oversees and executes property tax benefits for a diverse array of entities and individuals. PEA’s core responsibilities encompass the examination, processing, and management of applications for exemptions and abatements. These benefits extend to commercial and industrial properties, residential multi-family construction, new one- to two-family construction, government entities, and non-profits, as well as renters and homeowners, including members of the clergy, seniors, people with disabilities, and veterans. PEA is committed to ensuring the accessibility of property tax benefits for all eligible constituents.PEA is seeking an Exemptions & Abatements Processing Manager to lead a team of approximately 23 staff, including supervisors, in overseeing the accurate processing and management of applications for several personal property tax exemptions and abatement programs. These programs support vulnerable populations by ensuring property tax affordability for senior and disabled homeowners and renters in New York City.This role combines strong leadership, analytical expertise, and process improvement skills. The ideal candidate will enhance operational efficiency, manage complex projects, and ensure that PEA meets its goals for timely and accurate processing of property tax benefits. Ultimately, this role contributes to the timely and accurate completion of the NYC property tax roll.ResponsibilitiesOversee the daily operations of an applications processing unit, including managing supervisors and their teams.Establish measurable goals and ensure accountability for meeting service-level targets.Evaluate existing policies and standard operating procedures (SOPs) to identify areas for improvement.Recommend updates to address legislative and programmatic changes.Lead initiatives to optimize processing workflows, enhance operational efficiency, and improve customer satisfaction.Utilize data-driven insights to streamline operations and address application backlogs.Collaborate with the division trainer to develop and deliver comprehensive training programs.Facilitate a cross-training program to equip staff with in-depth knowledge of personal exemptions and abatement policies.Ensure team expertise in handling escalated customer service inquiries.Prepare and monitor statistical data and reports to track the unit's performance and goals.Utilize reporting tools and metrics (e.g., Mayor's Management Report) to ensure timely and accurate KPI reporting.Conduct periodic integrity checks on processing data and identify opportunities for automation or system enhancements.Serve as lead liaison with internal and external stakeholders, including PEA's Customer Service team, Legal Affairs Division, External Affairs, the Office of the Taxpayer Advocate, and other city agencies regarding programs rules and oversight.Ensure resolution of escalated issues in collaboration with external stakeholders, legal advocates, and other departments.Coordinate with community outreach teams to ensure accurate tracking and processing of applications submitted as a result of public events.Manage special projects and assignments from senior management, including policy development and data-driven initiatives.Collaborate with IT and Compliance personnel to ensure proprietary databases (e.g., Property Tax System and SmartFile) meet NYC and NYS statutory requirements.Support the implementation and monitoring of updates for all public-facing applications related to property tax benefit programs.Minimum QualificationsLevel IA master’s degree from an accredited college or university in social science, economics, statistics, computer science, data analysis, geography, sciences, technology, engineering, mathematics (STEM), or a closely related field, with at least 12 credits or five courses in economics, public policy, econometrics, statistics, mathematics, engineering, geography or computer science.A baccalaureate degree from an accredited college or university as described in “1” above and two years of full-time, professional experience performing statistical analysis and programming work in any of the areas described in “1” above.Level IIA master’s degree from an accredited college or university in social science, economics, statistics, computer science, data analysis, geography, sciences, technology, engineering, mathematics (STEM), or a closely related field, with at least 12 credits or five courses in economics, public policy, econometrics, statistics, mathematics, engineering, geography or computer science.A baccalaureate degree from an accredited college or university as described in “1” above and two years of full-time, professional experience performing statistical analysis and programming work in any of the areas described in “1” above.Special Note : To be eligible for placement in Assignment Level II, individuals must have, in addition to meeting the minimum requirements, at least one year full-time work experience in a related field, or a master’s degree from an accredited college or university, in the areas described in “1” above, with at least 12 credits or three advanced courses in economics, public policy, econometrics, statistics, mathematics, engineering, geography, or computer science.Level IIIA master’s degree from an accredited college or university in social science, economics, statistics, computer science, data analysis, geography, sciences, technology, engineering, mathematics (STEM), or a closely related field, with at least 12 credits or five courses in economics, public policy, econometrics, statistics, mathematics, engineering, geography or computer science.A baccalaureate degree from an accredited college or university as described in “1” above and two years of full-time, professional experience performing statistical analysis and programming work in any of the areas described in “1” above.Special Note : To be eligible for placement in Assignment Level III, individuals must have, in addition to meeting the minimum requirements of Level II, at least three years full-time work experience in a related field, or a Doctorate degree from an accredited college or university, in the areas described above, with at least 12 credits or three advanced courses in economics, public policy, econometrics, statistics, mathematics, engineering, geography or computer science.Preferred SkillsExperience : Minimum of 4-7 years of professional and managerial experience.Leadership : Demonstrated leadership, analytical, problem-solving, and communication skills.Project Management : Experience in project management and process improvement initiatives preferred.Technical Proficiency : Proficiency in Microsoft Excel, Customer Relationship Management tools, PowerPoint, Visio, and other relevant software.Reporting Expertise : Experience preparing and monitoring reports, including the Mayor's Management Report, and ensuring compliance with key metrics.Attention to Detail : Strong focus on detail and the ability to manage multiple projects simultaneously.Technical Skills : Experience with SQL, SAS, or other programming languages is a plus.Public Service Loan ForgivenessAs a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https : / / studentaid.gov / pslf / .Residency RequirementNew 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.Additional InformationThe 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.#J-18808-Ljbffr