Program Manager of Administration & Operation

Job Description

Job Description

Background: AHC is a non-profit affordable housing developer and service provider with offices in Baltimore, Maryland, and Arlington, Virginia. Our growing portfolio of 54 multifamily rental communities provides over 8,300 homes in the District of Columbia, Maryland, and Virginia.

Mission: At Affordable Homes & Communities, our residents are at the heart of all we do. AHC builds opportunities by creating quality homes with holistic resident services. We drive change through innovation, genuine partnerships, and responsible investment.

Resident Services Goal: Transformational Engagement - Build and sustain healthy, beautiful, and equitable communities with our residents to open doors through which they can create homes, neighborhoods, and the lives they want to live. The four cornerstones of Resident Services programming are Education, Economic Mobility, Health & Wellness, and Community Engagement.

Responsibilities: Reporting to the Director of Impact & Evaluation, the Program Manager, Administration & Operations provides administrative coordination and operational support that strengthens the infrastructure of the Resident Services Department.

The Program Manager, Administration & Operations, plays a critical role in supporting the systems, processes, and coordination that allow Resident Services programs and staff to operate effectively, consistently, and in alignment with organizational expectations. This role focuses on logistics, documentation, scheduling, grants administration, and standardized systems support, enabling Directors and Program Managers to focus on program delivery and resident outcomes.

Administration & Operations

1. Partner with the Director of Impact & Evaluation to design, implement, and continuously improve onboarding systems, training structures, and operational workflows across Resident Services.
   • Develop, oversee and manage the onboarding process, ensuring alignment between new hires, supervisors, and organizational expectations throughout the onboarding period.
   • Monitor and evaluate onboarding progress, facilitating structured check-ins to assess readiness, clarify expectations, and identify support needs.
   • Coordinate and oversee onboarding schedules, training plans, and required documentation in collaboration with HR and program leadership.
   • Assess and identify staff training and professional development needs, partnering with leadership to strengthen staff capacity and advancement pathways.
   • Manage and maintain Resident Services operational resources, templates, and process documentation to ensure consistency and accessibility across teams.

Data Quality, Compliance & Reporting

1. Oversee and ensure the quality, accuracy, and consistency of data entry, onboarding records, and training documentation across Resident Services systems.
2. Establish and manage quality assurance processes and data control measures to support compliance, reporting accuracy, and system integrity.
3. Monitor data across systems (e.g., Salesforce, SharePoint) to ensure completeness, timeliness, and alignment with organizational and funder requirements.
4. Analyze key data metrics related to onboarding, training, and program operations to identify trends, gaps, and opportunities for improvement.
5. Partner with program and leadership teams to reinforce accountability for data entry standards, documentation practices, and reporting expectations.
6. Support internal and external reporting by ensuring all required data and documentation are accurate, complete, and audit-ready.
7. Identify and implement process improvements to strengthen data integrity, streamline workflows, and enhance reporting efficiency.

Systems Support & Training

1. Develop and implement a training plan for Resident Services staff aligned with organizational goals, program requirements, licensing standards, and compliance expectations.
2. Support and deliver standardized training on Resident Services systems and tools, including navigating databases, entering required information, accessing dashboards, and locating documentation, using materials developed by the Director of Impact & Evaluation.
3. Coordinate refresher trainings related to system updates, process changes, or new features to ensure staff remain informed and compliant.
4. Prepare and distribute training materials and resources to support staff learning and consistent use of Resident Services systems and processes.
5. Track and monitor training completion, maintaining accurate training records to support reporting and compliance.
6. Ensure ongoing staff readiness by coordinating refresher trainings and supporting adoption of system updates and process changes.
7. Maintain training documentation and records to support internal reporting, training and monitoring processes, and grant readiness.
8. Partner and Reinforce data quality and accountability by ensuring staff understand and adhere to data entry standards, documentation expectations, and system usage requirements.

Grants Administration, Tracking & Reporting Support

1. Partner with Directors and Program Managers to oversee and manage grant tracking systems, reporting calendars, and required documentation, ensuring timely, accurate, and complete submissions.
2. Manage and maintain grant reporting calendars, proactively communicating deadlines, deliverables, and follow-ups to ensure alignment and accountability across teams.
3. Coordinate and oversee the collection of grant-related invoicing documentation, ensuring materials are complete, accurate, and ready for submission.
4. Review, validate, and ensure the accuracy of programmatic and demographic data, aligning all reporting outputs with funder requirements.
5. Monitor and reconcile data across systems to ensure consistency between data entry, supporting documentation, and reported outcomes.
6. Oversee the preparation of grant reports by organizing and ensuring the completeness of required data, documentation, and supporting materials.
7. Maintain and manage organized, up-to-date, and grant report documentation within designated systems to support reporting, compliance, and internal reviews.
8. Conduct and oversee quality assurance processes, including routine data checks and discrepancy resolution, to strengthen data integrity and support ongoing monitoring of grant-funded programs.
9. Partner with the Director of Impact & Evaluation to support audits, reporting, and internal reviews.

Supervision

1. Provide supervision, guidance, and oversight to on-site Resident Engagement Specialists (RES), interns and other assigned staff, ensuring alignment with organizational expectations and program standards.
2. Establish clear expectations, monitor performance, and ensure work is completed accurately, consistently, and within established timelines.
3. Support onboarding, training, and ongoing professional development for staff and interns to strengthen program delivery, data quality, and operational effectiveness, while ensuring meaningful and structured learning experiences.
4. Provide structure, guidance, and oversight to ensure work is completed accurately and on time. Reinforcing accountability by ensuring adherence to policies, procedures, data entry standards, and documentation requirements.
5. Support learning and professional development for supervised staff within the scope of administrative and operational responsibilities.
6. Provide coaching and support to address challenges, improve performance, and promote continuous learning and growth.

Collaboration

1. Partner closely with the Director of Impact & Evaluation to align systems, reporting, and operational priorities.
2. Collaborate with Directors and Program Managers to ensure administrative processes effectively support program delivery and compliance requirements.
3. Serve as a key liaison to strengthen coordination and communication across Resident Services teams.

Other Duties

1. Perform other duties as assigned in support of Resident Services goals and AHC’s mission.

Qualifications:

Commitment to the Mission, Vision, and Values of AHC.

1. Master’s degree in public or non-profit administration, business, ora related field, plus at least 5-7years of experience (additional years of experience can be substituted for the Master’s degree).

1. Strong motivation and ability to work independently while also collaborating as a team player.

1. Demonstrated experience in budget management, grant oversight, and program evaluation.

1. Excellent communication and writing skills, with the ability to engage internal staff and external partners effectively.

1. Experience working with diverse populations in terms of race, ethnicity, country of origin, age, and economic status.

1. Proficiency in Microsoft Office, including Excel, Word, Outlook, and SharePoint (Excel,PowerPoint and SharePoint skills preferred) and experience with data systems such as Salesforce, or similar platforms.

AHC offers a comprehensive benefits package that includes medical, dental, and vision coverage; a health reimbursement account (HRA) for eligible employees; employer-paid life insurance; employer-paid short- and long-term disability coverage; health and dependent care flexible spending accounts (FSA); a 403(b) retirement plan with employer matching and discretionary contributions; voluntary benefits such as pet insurance, life and AD&D, identity theft, and legal coverage; transit and cellphone stipends; free parking; mental health support including an Employee Assistance Program (EAP); paid federal holidays, including time off during Christmas week; paid vacation and sick leave; and professional development opportunities.

AHC is a drug-free workplace. Employment is contingent upon successful completion of a background check and drug screening.

AHC is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state and local law.