Service Line Director -B/O

Job Description
The Service Line Director- B/O serves as the business unit leader for an assigned affordable housing service line, with full accountability for revenue growth, gross margin performance, client retention, regulatory compliance, and operational excellence.

This role owns financial results and delivery performance across a portfolio of engagements. Success is measured by achieving or exceeding revenue and margin targets, maintaining strong client retention, and ensuring all contracts meet established quality and compliance standards.

The Service Line Manager leads Project Managers and delivery teams, enforces financial and operational discipline, safeguards audit readiness (HCV, LIHTC, PIH, SEMAP, HQS/NSPIRE), and represents the firm in high-visibility, politically sensitive environments.

Key Responsibilities

Financial & P&L Ownership

• Own revenue, gross margin, and profitability targets
• Ensure pricing integrity, scope control, and labor optimization
• Forecast revenue, capacity, and staffing needs
• Identify and mitigate margin risks
• Partner with Finance and Executive Leadership on performance reporting

Delivery Governance

• Hold Project Managers accountable for contract performance, budgets, timelines, and quality
• Standardize workflows and compliance controls
• Monitor portfolio health and intervene on financial, legal, or reputational risks
• Maintain audit readiness across all engagements

Client Stewardship

• Serve as senior representative in executive and Board-level settings
• Build trusted, institutional client relationships
• Protect contract stability, renewal positioning, and long-term revenue
• Identify account expansion opportunities
• Escalate enterprise-level risks appropriately

Team Leadership

• Lead, coach, and evaluate Project Managers against financial and delivery outcomes
• Address under performance decisively
• Build bench strength and succession readiness
• Model accountability, ownership, and disciplined execution

Administrative Responsibilities

• Manage service line documentation, reporting, and compliance records with accuracy and timeliness.
• Oversee workload distribution, scheduling, and administrative coordination for Project Managers.
• Maintain budgets, contracts, and invoicing workflows in collaboration with Finance.
• Ensure timely completion of internal requirements such as timesheets, updates, and data entry.
• Support onboarding and administrative setup for new team members.

Strategic Growth

• Drive scalable improvements to productivity and margin performance
• Champion systems and process innovation
• Align service line execution with enterprise strategy

Required Qualifications

• Bachelor's degree required (Master's preferred) or equivalent executive-level experience
• 10+ years in affordable housing administration (HUD - HCV/PBV, Public Housing, PIH, LIHTC, PBRA, SEMAP)
• 5+ years managing managers or senior leaders
• Experience overseeing large or complex portfolios (1,000+ vouchers or multi-site operations preferred)
• Direct P&L or budget accountability required
• Experience presenting to Executive Directors, Boards, or public stakeholders preferred

Preferred Certifications

• Affordable Housing certifications (HCV, LIHTC, PIH, SEMAP, etc.)
• Project Management certification (PMP or CAPM)
• Continuing professional development in leadership, financial management, operations, or compliance

Core Competencies

• Executive Leadership: Drives accountability, makes confident decisions, addresses under performance.
• Financial Acumen: Understands revenue drivers, margins, utilization, and forecasting.
• Regulatory Expertise: Deep knowledge of HUD and affordable housing compliance environments.
• Executive Presence: Effective in Board-level and politically sensitive settings.
• Operational Discipline: Builds scalable systems and enforces performance standards.
• Adaptability: Performs under pressure in complex, public-facing environments.

Travel Requirements

Travel 50-80% as projects entail.