Senior Small Business Advocate

Job Description

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 resea