CRM Modernization Program Director

City of New York; New York (NY); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Medical coverage options

Deferred compensation

Pension plan

Job summary

The City of New York’s NYCHA is modernizing its Customer Relationship Management (CRM) operating model to enhance resident interactions and service delivery. This Senior Director of CRM Modernization will steer the enterprise program, aligning business, technology, data, and processes for measurable resident benefits.

Reporting to the Deputy Chief Administrative Officer, the role requires strong program leadership, governance, and cross‑functional collaboration to deliver a cohesive

Qualifications

• A bachelor's degree and three years of relevant experience, including at least eighteen months in a managerial or supervisory capacity.
• Experience leading complex, multi-stakeholder initiatives and driving organizational change.

Responsibilities

• Lead end-to-end planning and execution of NYCHA's CRM modernization program across business, technology, data, and organizational change workstreams.
• Establish and manage CRM program governance, cadence, processes, metrics, and escalation protocols.
• Translate executive priorities and resident needs into an integrated modernization roadmap with defined workstreams and milestones.
• Define current and future state processes, business requirements, and desired resident outcomes with business leaders.
• Manage scope, resources, funding, risks, dependencies, timelines, and trade-offs across concurrent workstreams.
• Establish clear ownership across workstreams and drive timely decisions and deliverables.
• Prioritize modernization initiatives with IT and business partners considering resident impact and feasibility.
• Maintain the integrated program plan and track initiatives against scope, schedule, budget, and outcomes.
• Lead program communications to executive sponsors and governance bodies with status, funding, dependencies and decisions.

Skills

Program management

Leadership

Cross-functional collaboration

Strategic planning

Education

Bachelor's degree

3+ years managerial experience

Job description

The City of New York’s NYCHA is modernizing its Customer Relationship Management (CRM) operating model to enhance resident interactions and service delivery. This Senior Director of CRM Modernization will steer the enterprise program, aligning business, technology, data, and processes for measurable resident benefits.

Reporting to the Deputy Chief Administrative Officer, the role requires strong program leadership, governance, and cross‑functional collaboration to deliver a cohesive