Director of CRM Modernization & Transformation

City of New York; New York (NY); On-site; USD 200,000 - 230,000; Full time

Benefits offered by this job

Medical coverage plans

Deferred compensation plans

Defined pension benefit plan (NYCERS)

Job summary

The New York City Housing Authority (NYCHA) seeks a Senior Director of CRM Modernization to lead planning, execution, and delivery of a comprehensive CRM modernization program. This role coordinates business and technology workstreams to align resident needs with enterprise capabilities, delivering measurable improvements in resident experiences and staff efficiency.

Reporting to the Deputy Chief Administrative Officer, you will establish governance, define integrated roadmaps, manage scope,

Qualifications

• Experience leading large-scale business transformation or enterprise modernization programs.
• Knowledge of HUD regulations, NYCHA operations, and consent decree environments.
• Ability to translate priorities into executable transformation roadmaps and program plans.
• Experience with CRM, case management, or similar enterprise platforms.
• Strong executive communication, stakeholder management, and facilitation skills.

Responsibilities

• Lead end-to-end planning and execution of NYCHA’s CRM modernization program across business transformation, technology, data, process redesign, and organizational change workstreams.
• Establish and manage the CRM program management function, including governance standards, operating cadence, program processes, performance metrics, and decision making and escalation protocols.
• Translate executive direction, business priorities, and resident needs into an integrated modernization roadmap, including defined workstreams, sequencing, milestones, dependencies, and expected outcomes.
• Partner with business leaders and subject matter experts to define current state challenges, future state processes, business requirements, and desired resident and operational outcomes.
• Manage program scope, resources, funding, risks, dependencies, timelines, and trade-offs across multiple concurrent workstreams.
• Establish clear ownership and accountability across program workstreams and drive timely decisions, deliverables, and resolution of issues.
• Collaborate with business and IT leadership to prioritize and sequence modernization initiatives based on business needs, resident impact, operational considerations, dependencies, and implementation feasibility.
• Oversee development and maintenance of the integrated program plan and ensure initiatives are tracked, and managed against agreed-upon scope, schedule, budget, and outcomes.
• Lead program communications with executive sponsors and governance bodies, providing clear visibility into program status, risks, funding, dependencies, and decisions requiring executive action.
• Drive cross-functional change management efforts, partnering with operational programs, Communications, HR, and Learning & Development to build long-term organizational capacity and sustainable adoption.
• Prepare executive-level decision materials, program updates, and recommendations for executive sponsors and program governance bodies.

Skills

Executive communication

Stakeholder management

Facilitation

Change management

Enterprise modernization

Education

Bachelor's degree

Equivalent education/experience

Tools

CRM

Case management systems

Job description

The New York City Housing Authority (NYCHA) seeks a Senior Director of CRM Modernization to lead planning, execution, and delivery of a comprehensive CRM modernization program. This role coordinates business and technology workstreams to align resident needs with enterprise capabilities, delivering measurable improvements in resident experiences and staff efficiency.

Reporting to the Deputy Chief Administrative Officer, you will establish governance, define integrated roadmaps, manage scope,