Head of Programme Management

Department: Housing Services / Homeownership Programs
Full-time, Salaried Position
The Homebuyer Program Manager is responsible for overseeing the day-to-day operations, quality, and performance of the homebuyer program. This role supervises housing counselors serving higher-pathway clients (e.g., mortgage-ready and advanced clients) as well as the Intake Coordinator, ensuring a seamless, efficient, and client-centered pipeline from initial inquiry through program progression.

In addition to program oversight, this position directly manages the front-end client pathway, including intake oversight, underwriting readiness assessment, application screening, and client assignment into defined pathways (“tracks”). As the program grows, the front-end pathway and underwriting functions are expected to evolve into a dedicated role or team. The Homebuyer Program Manager will play a key role in building, standardizing, and eventually transitioning these responsibilities.

Program Oversight & Staff Supervision

• Supervise and support housing counseling staff working with higher-pathway clients, including:
• Pre-purchase / mortgage-ready counselors
• Supervise the Intake Coordinator to ensure efficient front-end client processing
• Conduct regular supervision meetings, case reviews, and file audits
• Establish and monitor staff performance goals, caseload benchmarks, and outcomes
• Provide coaching, training, and professional development
• Front-End Pathway Management (Intake, Underwriting & Assignment)
• Conduct and/or oversee application screening and underwriting readiness assessments, including:
• Income, credit, debt, and asset review
• Risk identification and readiness determination
• Pipeline & Workflow Development
• Mortgage readiness
• Monitor pipeline flow to prevent bottlenecks and ensure timely client movement
• credit repair, financial stabilization, mortgage-ready)
• Ensure consistent application of pathway criteria across staff
• Quality Assurance & Compliance
• Ensure all counseling activities meet HUD housing counseling standards and organizational policies
• Community Referral Oversight
• Oversee the intake and assignment of referrals from community partners
• Support strong partner relationships by maintaining high-quality referral experiences

Data, Reporting & Performance Management

~Use data to inform staffing, workflow improvements, and program design

Coordinate with mortgage or lending partners to ensure smooth client transitions

• Staff supervision & team development
• Program operations & workflow management
• Underwriting readiness & financial analysis
• Pipeline and systems thinking
• Compliance & quality assurance
• Data analysis & performance management

Key Role Structure (Current vs. Oversees program operations and staff

~Directly manages:

• Transitions front-end pathway responsibilities to a dedicated role or team (e.g., Staff supervision
• Performance management
• Strategic growth and partnerships

HUD Housing Counseling Certification (required)

4+ years of experience in housing counseling, financial coaching, or mortgage services

Mortgage readiness and underwriting basics

Credit and financial capability coaching

Housing counseling program compliance requirements

Experience with client management systems (HMIS, CRM, or similar)

Job Type: Full Time