Senior Director of CRM Modernization
Core
Lead the end-to-end planning, execution, and delivery of NYCHA's Customer Relationship Management (CRM) modernization program, aligning business processes, data, and technology to improve resident service delivery.
Role type
Senior Director, Enterprise Program Management & Business Transformation
Builds
Integrated CRM operating model and resident-facing service delivery processes
Domain
Public Sector Housing / Business Transformation
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Enterprise program management, business transformation leadership, roadmap planning, stakeholder management, risk management, change management, cross-functional coordination, executive reporting
Preferred skills
None stated
Technologies
None stated
Responsibilities
Lead end-to-end planning and execution of the CRM modernization program across business, technology, data, and process workstreams; Establish and manage program governance standards, operating cadence, and performance metrics; Translate executive direction and resident needs into an integrated modernization roadmap; Partner with business leaders to define current/future state processes and requirements; Manage program scope, resources, funding, risks, and timelines; Drive cross-functional change management efforts for sustainable adoption; Prepare executive-level decision materials and program updates.
Seniority
Senior, hands-on IC
