Senior Director of Product Delivery

City of New York • New York, NY

2d • $200,000 - $215,000 • Onsite

About The Position

The New York City Housing Authority (NYCHA) is seeking a highly motivated and experienced Senior Director of Product Delivery to lead the delivery of critical projects, application enhancements, and enterprise technology initiatives. This role is crucial for ensuring that NYCHA's application technologies effectively support the Authority's strategic goals, operational objectives, and business needs. The Senior Director will lead the modernization of NYCHA's legacy CRM and case management platforms and the delivery of technology solutions supporting Section 8 applicant, participant, and owner services. This position requires a collaborative leader with a proven ability to drive technology transformation, foster high-performing teams, and build strong partnerships with business and IT stakeholders.

Requirements

• 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 A satisfactory equivalent of education and/or experience.

Nice To Haves

• Experience in public housing or Section 8 programs.
• Experience with CRM modernization.
• Experience with Siebel CRM and IBM i/AS400 applications.
• Experience with Salesforce and custom .NET applications.
• Experience with Agile methodologies and DevOps practices.
• Experience managing system integrators and managed service vendors.

Responsibilities

• Serve as the senior delivery leader for NYCHA's CRM Modernization program, directing the modernization and phased replacement of legacy CRM and case management platforms (including Siebel CRM and IBM i/AS400 applications) with modern enterprise solutions, and delivering enhancements that support the Leased Housing (Section 8) program, including applicant and participant case management, annual and interim recertifications, owner services, and HUD compliance and reporting requirements.
• Lead the CRM and Modern Applications teams in delivering new features, enhancements, and enterprise solutions across the portfolio, including custom .NET applications and SaaS platforms such as Salesforce, ensuring high-quality, timely, and customer-focused delivery.
• Establish and operate a product operating model across the portfolio: named product ownership, roadmaps, prioritized backlogs, defined intake, and clear escalation paths shared with business stakeholders.
• Own release and change management for the CRM and Modern Applications portfolio, including release calendars, change approval discipline, production readiness criteria, and structured communication of changes to impacted business units.
• Establish and promote standardized solution delivery practices, leveraging technology to improve planning, governance, resource management, forecasting, and reporting, and continuously improve delivery processes, methodologies, standards, tools, and governance frameworks.
• Lead and/or serve as the technical lead for strategic initiatives to modernize, transform, and replace legacy systems with modern enterprise solutions, including integration architectures leveraging APIs and enterprise middleware.
• Direct modern application delivery practices across the portfolio, including .NET development standards, secure coding and DevOps practices, and SaaS application lifecycle management (configuration over customization, vendor release adoption, licensing and roadmap alignment, and integration with enterprise systems).
• Conduct regular portfolio and delivery reviews with senior business and IT leadership to validate priorities, assess project health, manage risks, and reprioritize initiatives as business needs evolve.
• Review significant initiatives, projects, or programs experiencing delivery challenges and provide recommendations regarding corrective actions, including whether projects should continue, be restructured, placed on hold, or discontinued.
• Monitor project budgets, resource utilization, and funding allocations, including positions and activities funded across multiple NYCHA programs, ensuring alignment with approved plans and funding requirements and proactively identifying and addressing variances.
• Ensure operational quality of applications in production: drive root cause analysis for recurring defects, enforce UAT and testing standards, and close the loop with business users when fixes are deployed.
• Manage system integrator and managed service vendor performance, including deliverable quality, contract adherence, and knowledge transfer to NYCHA staff.
• Define organizational roles, team structures, staffing plans, and recruitment strategies necessary to achieve delivery goals, and provide leadership, coaching, mentoring, and professional development for managers and technical staff.
• Foster a culture of accountability, collaboration, continuous improvement, and customer service, and promote a learning culture that encourages innovation, knowledge sharing, and adaptability, reducing single-person dependencies on legacy platforms.
• Build and maintain trusted relationships with executive leadership, business partners, and key stakeholders, serving as a strategic advisor on technology delivery initiatives, and partner with business leaders across Leased Housing, Operations, Finance, Human Resources, and Law to align delivery priorities with business outcomes and compliance obligations.
• Collaborate with enterprise architecture, strategy and governance, infrastructure, cybersecurity, IT service management, and business teams to ensure technology solutions align with organizational standards, security requirements, and long-term strategic objectives, with unambiguous system ownership and end-to-end accountability for cross-platform issues.
• Define and report delivery and quality metrics for the portfolio, including release predictability, defect trends, backlog health, and business satisfaction.

Benefits

• Choice of medical coverage plans
• Deferred compensation plans
• Defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS)

What This Job Offers

• Job Type: Full-time
• Career Level: Director