VP, Customer Experience & Product Management

Overview

About NeighborWorks America

Picture yourself in a collaborative and diverse hybrid environment surrounded by teams and people who challenge you, encourage you and inspire you to support mission-oriented work. This opportunity offers an impressive total rewards package that includes:

• A 401(k) match of up to 12%,
• 11 paid and observed holidays,
• A substantial leave package (including 40 hours of paid volunteer leave),
• Industry leading benefits, and
• Access to our Staff Training and Education (STEP) Program, which provides training and education resources to all NeighborWorks America staff.

Our benefits are designed to convey company culture and core values: Accountability, collaboration, inclusion, stewardship and integrity. They’re also intended to support our staff in a way that encourages them to give their best in a balance of work and personal life.

At NeighborWorks, our staff are humble, passionate and creative. We lead with empathy, encourage curiosity and embrace ambiguity. For more than 45 years, Neighborhood Reinvestment Corp., a national, nonpartisan nonprofit known as NeighborWorks America, has strived to make every community a place of opportunity. Our network of excellence includes nearly 250 members in every state, the District of Columbia and Puerto Rico. NeighborWorks offers grant funding, peer exchange, technical assistance, evaluation tools and access to training as the nation’s leading trainer of housing and community development professionals. NeighborWorks network organizations provide residents in their communities with affordable homes, owned and rented; financial counseling and coaching; community building through resident engagement; and collaboration in the areas of health, employment, and education.

Work at a Glance: Strategic and Client-Focused Product Management Advisor with Technical Expertise  

• Successfully navigated organizational “politics” and develops and implements a customer experience strategy that aligns with NeighborWorks and IT&S’ business objectives and ensures customer success throughout each engagement.
• Uses technical acumen to cultivate, guide, manage and/or oversee the full scope of product development working with both business and technical teams to ensure that customer expectations are met and that the customer experience is always exemplary. This includes leading multi-million dollar tech programs and providing technical insight that aligns with the business strategy. 
• Establishes strategic goals, metrics, measurable outcomes and objectives for the program, proposes new program approaches and components, analyzes resource implications, and advocates acquisition of budget and other resources needed for implementation. Provides recommendations for obtaining top-quality IT systems, equipment, and services within expected fund limitations.
• Evolves and develops key processes from project management methodologies and software development to develop a well-structured product lifecycle approach for NeighborWorks.
  Supervisor: Senior Vice President, Information Technology & Services

Direct Reports: 3

Fiscal Responsibilities: Influence over budget formulation and budget justifications for appx $6.2M
Required Minimum Qualifications: At least 12+ years of product, program development and customer engagement with great exposure to the IT space; with 6 to 8 years of people management experience.

Working Conditions:

• Travel: Up to 10%
• Physical/Sensory Demands: Fast-paced working environment with extensive computer usage
• Hybrid: This role reports into the office 2 days per week.
• NeighborWorks America staff are expected to demonstrate excellence in the following:
  • Sensitivity to racial, gender, sexual orientation and cultural differences.
  • Respectful, timely and effective communications with internal and external stakeholders.
  • Effective listening as well as seeking and accepting feedback.
  • Successful teamwork.
  • Analytic, thoughtful and strategic thinking.
  • Consideration of NeighborWorks’ mission, objectives and goals to demonstrate the understanding that one’s impact, decisions and behavior has among colleagues and on the organization.

Salary Range: $146,800 – $153,000

The salary offered for the role will be based on a variety of factors, including geographic location, internal equity, and the candidate’s qualifications/professional experience.

 

Information Technology & Services (IT&S) is responsible for planning, design, implementation, and support of NeighborWorks’ enterprise-wide business applications and management of information technology resources and services. IT&S provides business applications and supporting services to identify, gather, and efficiently organize the data that is required to support the business activities of NeighborWorks America (NWA) and its affiliated NeighborWorks Organizations. NeighborWorks America undertakes several major capital budget IT project initiatives to meet NWA’s current and future mission, goals, objectives, and ongoing business requirements.

Tagged as: customer experience, customer success, product management