Homebuyer Experience Manager

Homebuyer Experience Manager

The Homebuyer Experience Manager owns cdcb's homebuyer pipeline from first contact through closing, executes the operational backbone of home sales, and serves as the day-to-day interface to cdcb's marketing engine for home-sales promotion under the direction of the Chief Strategy Officer. The position sits within the Office of the CSO — outside the Homeownership and Lending functions — to provide independent quality control over the end-to-end client experience and an objective operational view of pipeline performance. The role has three integrated functions: (1) shepherding each homebuyer-pathway client through the cdcb purchase process — first touch, application, counseling handoffs, contract, and closing; (2) executing the underlying sales operations that move inventory — tracking units, managing listings and open houses, generating sales intelligence, and coordinating employer outreach tied to current inventory; and (3) recommending home-sales promotion priorities to the CSO and executing approved priorities with the marketing engine.

Essential Duties and Responsibilities

Home Sales Operations

• Track new homes coming online across all cdcb platforms (subdivisions, DreamBuild, infill/colonia lots); prioritize units for sale; manage unit-level readiness from completion through closing.
• Schedule and coordinate open houses, manage internal listings, and ensure homes are market-ready (signage, lockboxes, photography coordination).
• Track showing activity, buyer feedback, and unit-level interest signals.

Homebuyer Pipeline Management & Client Experience QC

• Serve as the named point of accountability for every prospective buyer entering the home sales pipeline, from first interaction at an open house, employer presentation, or application through closing.
• Maintain an active, named pipeline of homebuyer-pathway clients with current stage, next action, and owner identified for each.
• Coordinate handoffs to and from Homeownership Counseling, ensuring no client falls between stages and that documentation, eligibility status, and timeline expectations are clear at each transition.
• Coordinate with the Chief Lending Officer's team on mortgage application status, loan conditions, and closing schedules for each buyer in the pipeline.
• Monitor the end-to-end client experience as an independent observer; identify pipeline blockages — qualification gaps, documentation delays, counseling backlogs, financing obstacles, communication failures — and report them, with recommendations, to the CSO and to the department leadership accountable for resolution.
• Provide each buyer a single, consistent point of contact for status, expectations, and next steps throughout the cdcb process.

Marketing Engine Direction & Home Sales Promotion

• Develop recommended home-sales promotion priorities for the marketing engine based on inventory status, days-on-market, and pipeline conditions — including which units, neighborhoods, and product types require active campaigns and at what intensity.
• Submit recommended priorities and home-sales-specific creative direction to the CSO for approval before transmission to the marketing engine.
• Serve as the day-to-day point of contact with the marketing engine on approved home-sales work, including campaign execution, creative review, and deliverable tracking.
• Coordinate timing between approved home-sales campaigns and cdcb's broader marketing calendar outreach, advocacy, employer relations, donor communications) to avoid conflicting demands on shared marketing capacity.
• Escalate scope changes, budget questions, and firm performance issues to the CSO.

Sales Intelligence & Reporting

• Produce the Monthly Sales Ops Input Brief — the primary operational intelligence artifact connecting sales execution to demand-building strategy. The Brief informs the CSO, CLO, and the marketing firm of current inventory status, movement constraints, priority units, time-on-market data, and time-sensitive units requiring targeted demand campaigns.
• Monitor and report key metrics: days on market by unit, sales velocity by geography and product type, showing-to-contract conversion, pipeline conversion by stage, and absorption rates.
• Translate sales intelligence into actionable promotion recommendations.

Employer & Community Outreach

• Identify employers in proximity to current inventory and arrange on-site presentations promoting cdcb products, with a focus on homes currently on the market.
• Represent cdcb at community events, outreach tables, and presentations tied to homeownership opportunities.

Cross-Functional Coordination

• Operate from the Office of the CSO with structured coordination protocols with the Chief Lending Officer, Homeownership Counseling, Triage, and the marketing firm.
• Maintain organized files and records for the homebuyer pipeline and home sales operations.

Work Schedule

• Standard schedule is Tuesday through Saturday, with Sunday and Monday off, to align with Saturday open houses, showings, and community events while preserving weekday availability for employer presentations, marketing-firm coordination, and pipeline handoffs.
• Some evening hours required for open houses, employer presentations, and community events.
• Other duties as assigned.

Qualifications

Education/Experience

• Minimum 2 years of experience in real estate sales, real estate operations, project management, mortgage origination support, or a related field.
• Direct experience guiding clients through a transaction process (real estate, mortgage, or comparable consumer-facing pipeline) strongly preferred.
• Experience working with or directing vendor/agency work preferred.

Specialized Skills

• Proficiency in GIS and Excel (required).
• Experience with real estate listing platforms, MLS, and CRM systems (required).
• Proficiency in Microsoft Office Suite.
• Working knowledge of mortgage qualification basics and first-time homebuyer programs preferred; familiarity with HOME, CDBG, and LIHTC homebuyer compliance a plus.

Language Ability

• Fluency in English and Spanish required.
• Ability to effectively present information and respond to questions from buyers, employers, managers, municipal officials, marketing vendors, and the general public.

Reasoning Ability

• Ability to interpret sales and pipeline data and translate it into clear reports, promotion recommendations, and actionable recommendations.
• Ability to manage a multi-party process across counselors, lenders, builders, buyers, and external marketing vendors with attention to deadlines and documentation.