Senior Director of CRM Modernization

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: • Lead the 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. 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). Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

• 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.

NYCHA has no residency requirements.

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