Senior Deputy Director – Property Tax Customer Service Operations & Innovation Lead – Championing Customer‑Centric Transformation, Operational Excellence, and Digital Growth at brighthush

About brighthush – Pioneering Public‑Sector Technology & Service Innovation

brighthush is more than a technology vendor; we are a catalyst for change in the public‑sector landscape. By harnessing data, automation, and a customer‑first philosophy, we empower city governments to deliver property tax services that are transparent, efficient, and highly responsive. Our solutions streamline billing, payment processing, delinquency management, and customer support, ensuring taxpayers experience a seamless journey from start to finish. As we expand our digital footprint and adopt emerging technologies, brighthush remains committed to fostering public confidence, encouraging voluntary compliance, and setting new standards for excellence in municipal service delivery.

Why brighthush? A Career That Makes a Difference

At brighthush, we believe that the best work is born from purpose, innovation, and collaboration. If you are passionate about public service, eager to lead transformative initiatives, and ready to impact the lives of millions of taxpayers, you will thrive here. Here’s what you can expect when you become part of our team:

• Impactful Work: Shape the experience of millions of taxpayers by refining processes, elevating service quality, and ensuring accurate, timely payments.
• Strategic Leadership: Lead a high‑performing team, influence policy, and drive operational excellence across multiple functional areas.
• Professional Growth: Access continuous learning, mentorship, and cross‑departmental collaboration that accelerates career advancement.
• Inclusive Culture: A workplace that values diversity, equity, and inclusion, where every voice is heard and respected.
• Competitive Compensation & Benefits: Earn a salary in the range of $102,981 – $138,000, complemented by comprehensive health, dental, vision, retirement, and paid time‑off packages.

Position Overview

The Senior Deputy Director of Property Tax Customer Service Operations is the operational steward for brighthush’s Property Tax Customer Service Unit. Reporting directly to the Director of Property Tax Operations, this role oversees daily operations, staff management, quality assurance, and strategic initiatives that enhance customer experience and operational efficiency. The Senior Deputy Director also serves as the primary liaison between Property Tax Operations, Legal, and Finance & Investment Teams (FIT) to resolve systemic issues, implement legislative changes, and ensure compliance with city policies.

Key Responsibilities

Operational Leadership

Direct the daily functions of the Property Tax Customer Service Unit, ensuring accurate, timely, and customer‑focused service across all channels (CRM, 311, email, phone, and online platforms). This includes:

• Setting daily, weekly, and monthly operational goals aligned with organizational strategy.
• Monitoring service level agreements (SLAs) and ensuring compliance across all touchpoints.
• Coordinating with IT and analytics teams to maintain system uptime and data integrity.
• Implementing best‑practice protocols for call handling, ticket resolution, and escalation.
• Ensuring that all customer interactions reflect brighthush’s brand values of transparency and empathy.

Staff Management & Development

Supervise, coach, and evaluate a diverse team of customer service representatives, payment plan specialists, quality assurance analysts, and support staff. Foster a culture of continuous improvement and professional growth by:

• Implementing structured onboarding and ongoing training programs that align with industry standards.
• Conducting regular performance reviews and providing actionable feedback.
• Identifying high‑potential employees and creating individualized development plans.
• Encouraging cross‑functional collaboration to break down silos and promote knowledge sharing.
• Championing a safe, inclusive environment where team members feel empowered to innovate.

Process & Quality Improvement

Design, implement, and monitor operational procedures, workflow standards, and internal controls. Lead initiatives to streamline processes, reduce errors, and elevate service levels by:

• Conducting root‑cause analyses on recurring issues and recommending corrective actions.
• Collaborating with cross‑functional teams to redesign workflows that reduce cycle time.
• Implementing best practices from industry benchmarks and public‑sector standards.
• Driving continuous improvement cycles using Lean Six Sigma principles.
• Ensuring that quality metrics are tracked, reported, and acted upon in a timely manner.

Data‑Driven Decision Making

Analyze operational metrics, workload trends, and service level agreements (SLAs). Use insights to recommend process enhancements, resource allocation, and capacity planning. Responsibilities include:

• Developing dashboards and reports that provide real‑time visibility into key performance indicators (KPIs).
• Identifying patterns in customer inquiries to inform proactive outreach and education initiatives.
• Presenting findings to senior leadership and advocating for data‑backed solutions.
• Collaborating with analytics teams to refine data models and predictive algorithms.
• Ensuring data integrity and compliance with privacy regulations.

Escalation Management

Serve as the escalation point for complex taxpayer issues, customer service concerns, and operational matters requiring managerial review. This role involves:

• Resolving high‑impact cases with a focus on customer satisfaction and compliance.
• Documenting escalation procedures and ensuring consistent application across the unit.
• Collaborating with Legal and FIT to address regulatory or policy challenges.
• Providing guidance to frontline staff on handling sensitive or high‑profile situations.
• Maintaining a knowledge base of best practices for future reference.

Strategic Planning & Policy Implementation

Collaborate with executive leadership and internal departments to support departmental initiatives, operational planning, and policy implementation. Key tasks include:

• Contributing to the development of the annual operational budget and resource plan.
• Aligning unit objectives with citywide strategic priorities.
• Ensuring timely communication of policy changes to staff and stakeholders.
• Participating in cross‑departmental task forces to shape citywide initiatives.
• Monitoring the impact of policy changes and reporting outcomes to senior leadership.

Reporting & Analysis

Prepare detailed reports, analyze operational data, and present findings to senior leadership. Provide actionable recommendations related to staffing, workflow management, and service delivery improvements. Responsibilities include:

• Creating monthly performance reports for the Director of Property Tax Operations.
• Developing executive summaries that highlight trends, risks, and opportunities.
• Facilitating data‑driven discussions during leadership meetings.
• Ensuring that all reports are accurate, concise, and aligned with strategic goals.
• Maintaining a repository of historical data for trend analysis and forecasting.

Compliance & Risk Management

Ensure adherence to city policies, departmental procedures, and operational standards. Develop and maintain an internal audit framework to detect anomalies in payment plan applications and taxpayer account adjustments. This involves:

• Conducting periodic audits of high‑risk processes.
• Implementing corrective action plans for identified gaps.
• Maintaining documentation that meets regulatory and audit requirements.
• Coordinating with Legal to interpret and apply new regulations.
• Providing risk assessments to senior leadership to inform strategic decisions.

Stakeholder Liaison

Act as the primary liaison between Property Tax Operations and Legal & FIT divisions to resolve systemic defects, clarify regulatory interpretations, and expedite the implementation of legislative changes affecting taxpayer accounts. Duties include:

• Coordinating cross‑departmental task forces on legislative initiatives.
• Drafting policy briefs and recommendations for senior leadership.
• Ensuring clear communication of changes to frontline staff.
• Building relationships with external partners, vendors, and community stakeholders.
• Representing brighthush at city council meetings and public forums.

Peak‑Cycle Management

Develop and maintain operational plans to manage extreme spikes in taxpayer volume during peak tax cycles, lien sales, or other events, ensuring SLAs are maintained. This includes:

• Forecasting workload peaks and scaling staffing accordingly.
• Implementing temporary staffing solutions and cross‑training programs.
• Monitoring performance metrics during peak periods and adjusting strategies in real time.
• Coordinating with IT to ensure system scalability during high‑volume periods.
• Communicating peak‑cycle plans to all stakeholders to ensure alignment.

Special Projects

Lead or support special projects as assigned by the Director and Assistant Commissioner, contributing to broader organizational goals. Examples of projects may include:

• Implementation of a new customer relationship management (CRM) system.
• Development of a mobile payment platform for taxpayers.
• Designing a public‑education campaign to increase voluntary compliance.
• Exploring artificial intelligence solutions for predictive analytics in delinquency management.
• Leading a cross‑departmental initiative to integrate property tax data with other city services.

Essential Qualifications

• Current employee of brighthush holding the Administrative Manager Civil Service Title or reachable on the current Administrative Manager Promotional Exam No. 1552.
• Valid Employee Identification Number (EIN) and a clear record of civil service status.
• Bachelor’s degree from an accredited institution and a minimum of four years of progressively responsible clerical/administrative experience, including at least 18 months in an administrative, managerial, executive, or supervisory capacity.
• Alternatively, an associate degree with five years of experience, or a high school diploma with six years of experience, meeting the same supervisory criteria.
• Demonstrated ability to make independent decisions concerning program management, resource allocation, scheduling, and work assignment.
• Strong analytical, organizational, and problem‑solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint, and familiarity with property tax systems such as brighthush.
• Experience managing a customer‑service environment and overseeing payment processing or delinquency programs.

Preferred Qualifications & Skills

• Extensive knowledge of Property Tax Systems (brighthush) and related regulatory frameworks.
• Proven track record of leading cross‑functional teams and driving process improvements.
• Strong stakeholder management skills, with the ability to collaborate effectively with business managers, IT, vendors, and non‑technical staff.
• Creative thinking and a passion for pioneering innovative solutions to complex problems.
• Ability to manage multiple tasks simultaneously while maintaining meticulous attention to detail.
• Experience with data analytics tools and dashboards for performance monitoring.
• Knowledge of public‑sector financial management and compliance standards.

Skills & Competencies for Success

• Customer‑Centric Mindset: Deep empathy for taxpayers and a relentless drive to improve their experience.
• Strategic Vision: Ability to translate high‑level goals into actionable plans and measurable outcomes.
• Change Management: Skilled at guiding teams through transitions, fostering buy‑in, and sustaining momentum.
• Data Literacy: Proficiency in interpreting complex datasets, identifying trends, and deriving insights that inform decision‑making.
• Collaboration & Influence: Comfortable working across departments, building partnerships, and influencing stakeholders at all levels.
• Resilience & Adaptability: Thrives in a fast‑paced environment, remains calm under pressure, and quickly adapts to evolving priorities.
• Ethical Leadership: Demonstrates integrity, transparency, and accountability in all actions.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous learning. As Senior Deputy Director, you will:

• Lead high‑impact projects that shape the future of property tax service delivery.
• Participate in executive leadership forums and strategic planning sessions.
• Access formal training programs in leadership, project management, and public‑sector finance.
• Mentor junior staff and contribute to the development of the next generation of public‑sector leaders.
• Engage in cross‑departmental initiatives that broaden your skill set and expand your professional network.
• Receive regular performance feedback and career coaching to help you reach your full potential.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and forward‑thinking culture. Our teams are empowered to experiment, innovate, and deliver results that matter. You will find:

• Open communication channels that encourage idea sharing and transparency.
• A commitment to work‑life balance, with flexible scheduling and remote work options where appropriate.
• Regular team‑building events, hackathons, and community outreach programs.
• A focus on sustainability and social responsibility, aligning our technology solutions with broader societal goals.
• A supportive environment where feedback is constructive, and success is celebrated.

Compensation & Benefits

We offer a competitive salary range of $102,981 – $138,000, based on experience and qualifications. In addition, you will receive:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with employer matching.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.
• Employee recognition programs and performance bonuses.

How to Apply

If you are ready to lead transformative change, elevate customer experience, and drive operational excellence in the public sector, we encourage you to apply today. Join brighthush and help shape the future of property tax service delivery.