Senior Director of CRM Modernization

City of New York; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical coverage plans

Deferred compensation plans

Defined pension plan (NYCERS)

Job summary

The New York City Housing Authority (NYCHA) seeks a Senior Director of CRM Modernization to lead the planning, execution, and delivery of a major customer relationship management modernization program in NYC. You will align resident and staff needs across business and technology, establish governance, and coordinate changes across departments to deliver measurable improvements.

This role collaborates with executive leadership, IT, operations, procurement, and external partners to drive a

Qualifications

• Bachelor's degree from an accredited college with three years of related experience, including eighteen months in a managerial, consultative, administrative, or supervisory capacity.
• Alternatively, a satisfactory equivalent of education and/or experience.

Skills

Large-scale transformation

Executive communication

Stakeholder management

Public housing / municipal government

CRM / case management

Education

Bachelor's degree + 3 years experience

Job description

The New York City Housing Authority (NYCHA) is undertaking a comprehensive modernization of its Customer Relationship Management (CRM) operating model to transform how the Authority manages interactions with residents, delivers services, and supports resident-facing business processes. This effort includes the modernization of resident case management capabilities, redesign of business processes, replacement or integration of legacy systems, and implementation of technology solutions that provide a more coordinated and effective experience for residents and staff. CRM modernization is fundamentally a business transformation initiative, requiring NYCHA to align resident and business needs, operating processes, data, and technology around a common vision for service delivery. This program will establish a clear path for modernizing critical resident-facing processes while addressing the complexity and dependencies associated with NYCHA’s existing systems. The Senior Director of CRM Modernization will serve as the single accountable program leader for the planning, execution, and delivery of NYCHA’s Customer Relationship Management modernization program. The role will provide dedicated leadership across the business and technology workstreams that comprise the transformation and ensure they are managed as a single, integrated program focused on measurable resident and business outcomes. This role will establish and lead the enterprise program management and governance structure, translate business priorities and resident needs into an integrated modernization roadmap, and coordinate the business, technology, data, process, and organizational changes required to deliver measurable improvements. The Senior Director will work across executive leadership, resident-facing business departments, IT, Operations, Finance, Procurement, and external partners to coordinate delivery, manage interdependencies, and resolve enterprise-level risks and trade-offs. Reporting to the Deputy Chief Administrative Officer, the responsibilities of the Senior Director of CRM Modernization include, but are not limited to:

EXECUTIVE PROGRAM SPECIALIST - 22242

Minimum Qualifications

1. 1. A baccalaureate degree from an accredited college and three years of satisfactory, full-time experience related to the projects and policies to be studied in the particular position including eighteen months of experience in a managerial, consultative, administrative, or supervisory capacity; or
2. 2. A satisfactory equivalent of education and/or experience.

Preferred Skills

• Significant experience leading large-scale complex business transformation or enterprise modernization programs.
• Experience within public housing, municipal government, public benefits administration, or federally regulated environments.
• Familiarity with HUD regulations, NYCHA operations, and consent decree environments.
• Demonstrated ability to translate business priorities and business needs into executable transformation roadmaps and program plans.
• Experience leading business process redesign and aligning business requirements, operating processes, data and technology capabilities.
• Experience with CRM, case management, or similar enterprise platforms.
• Strong executive communication, stakeholder management, and facilitation skills.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

NYCHA has no residency requirements.

Additional Information

1. NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).

2. NYCHA residents are encouraged to apply.

3. NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).

• a choice of medical coverage plans,
• deferred compensation plans,
• and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.