Executive Director of Visit Operations

Job Description

The New York City Department of Correction (DOC) is an integral part of the City’s evolving criminal justice system, participating in reform initiatives and strategies aimed to move the City towards a smaller jail system without compromising public safety. The DOC is responsible for maintaining a safe and secure environment for our employees, visitors, volunteers, and people in our custody. Importantly, safe jails enable DOC to provide people in custody with the tools and opportunities they need to successfully re-enter their communities. The DOC operates facilities and court commands across the five boroughs with more than 7,500 diverse professionals and knowledgeable experts.

The New York City Department of Correction is seeking a highly motivated, collaborative, customer service-oriented, innovative mindset individual to be the Executive Director of Visit Operations. Visits for people in custody are crucial to maintaining strong community ties and supporting the well-being of people in custody by facilitating meaningful and secure interactions with their loved ones, attorneys, and essential service providers. It's a dynamic area that requires innovative solutions and compassionate leadership to navigate complex logistical and human-centered challenges. Reporting directly to the Associate Commissioner for Security Operations, the successful candidate for this position will lead the day-to-day management, oversight, and support of all aspects of visit operations and experience across the department. With latitude to exercise independent judgment and decision making, the selected candidate’s responsibilities will include, but not be limited to, the following:

- Lead, manage, and direct the central visits operations team, including uniform and non-uniform personnel.
- Ensuring visit operations is in compliance with all relevant laws, minimum standards, regulations, and departmental guidelines.
- Oversee all aspects and visitation areas, including scheduling, security protocols, visitor registration, and security screening.
- Manage and optimize visitor flow and experience, identifying and implementing efficiencies to reduce wait times and improve overall satisfaction for visitors and people in custody.
- Lead, mentor, and supervise a team of dedicated staff responsible for facilitating visits, ensuring high standards of professionalism, customer service, and support.
- Collaborate closely with correctional leadership, intergovernmental affairs, legal, and other departments to address complex issues, resolve conflicts, and enhance the overall visitation program.
- Utilize data and feedback to continuously assess program effectiveness, identify areas for improvement, and implement innovative solutions to enhance the visitation experience.
- Develop a strategic planning and execution, with the ability to translate departmental goals into actionable plans for the visits program, including implementing a visit scheduling system.
- Develop and manage partnerships with community organizations and advocacy groups to foster positive relationships and ensure visitation services meet diverse needs.
- Perform special projects and related duties as assigned.

Preferred Skills
- Ability to be on call and work after business hours and on weekends.
- Proven ability to lead, mentor, and supervise a diverse team of professionals in a complex operational environment.
- A visionary and experienced leader in managing large-scale operations, particularly within a correctional or similarly high-security setting.
- Strong organizational and time management skills, with the ability to prioritize and manage multiple competing priorities;

- Familiarity with legal and regulatory frameworks governing detainee visitation rights and correctional standards.
- Experience in identifying and mitigating security risks associated with visitation.
- Exceptional written and verbal communication skills, with the ability to clearly articulate policies, procedures, and complex information to diverse audiences (staff, visitors, leadership, external partners).
- Strong interpersonal skills, including the ability to build rapport, de-escalate conflicts, and manage sensitive situations with empathy and professionalism.
- Demonstrated ability to effectively solve complex operational and logistical problems in a fast-paced, high-pressure environment.
- Proactive and adaptable, with the capacity to respond effectively to unforeseen challenges and changing circumstances
- Strong analytical skills to assess situations, evaluate options, and make sound decisions.
- Commitment to providing a professional, respectful, and efficient experience for all visitors and individuals in custody.
- Understanding of trauma-informed approaches in interactions with individuals and families impacted by incarceration.