Job Title: Homebuyer Program Manager

Department: Housing Services / Homeownership Programs

Reports To: VP of Programming 

Full-time, Salaried Position

Position Summary

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”). The Manager serves as the primary decision-maker for client entry and progression within the program.

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.

Key Responsibilities

Program Oversight & Staff Supervision

• Supervise and support housing counseling staff working with higher-pathway clients, including:

• Pre-purchase / mortgage-ready counselors

• Advanced or specialized counseling roles (as applicable)

• 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

• Ensure consistent service delivery aligned with program standards and client pathways

Front-End Pathway Management (Intake, Underwriting & Assignment)

• Lead and oversee the full intake and triage process from initial inquiry through counselor assignment

• Conduct and/or oversee application screening and underwriting readiness assessments, including:

• Income, credit, debt, and asset review

• Risk identification and readiness determination

• Serve as the primary decision-maker for client eligibility, pathway placement, and program entry

• Assign clients to appropriate pathways or counselors based on readiness and program fit

• Develop and refine standardized criteria for client assessment and assignment

Pipeline & Workflow Development

• Design, implement, and continuously improve workflows connecting:

• Intake ? Education ? Counseling ? Mortgage readiness

• Monitor pipeline flow to prevent bottlenecks and ensure timely client movement

• Collaborate with the Educational Coordinator to align education completion with intake readiness

• Build systems that support scalability and future role specialization

Client Pathway (Track) Oversight

• Implement and maintain standardized client pathways (e.g., credit repair, financial stabilization, mortgage-ready)

• Ensure consistent application of pathway criteria across staff

• Monitor client progression, timelines, and outcomes across pathways

• Identify trends in client barriers and recommend program adjustments

Quality Assurance & Compliance

• Ensure all counseling activities meet HUD housing counseling standards and organizational policies

• Conduct routine file reviews for accuracy, completeness, and compliance

• Maintain program readiness for audits, monitoring, and reporting requirements

• Standardize documentation practices across the team

Community Referral Oversight

• Oversee the intake and assignment of referrals from community partners

• Ensure timely response and appropriate service delivery

• Support strong partner relationships by maintaining high-quality referral experiences

Data, Reporting & Performance Management

• Track and analyze key program metrics, including:

• Intake-to-program conversion rates

• Client assignment timelines

• Progression across pathways

• Counseling outcomes and readiness benchmarks

• Prepare internal reports and support external reporting needs

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

Cross-Functional Collaboration

• Partner with the Educational Coordinator to align curriculum with client needs and readiness gaps

• Coordinate with mortgage or lending partners to ensure smooth client transitions

• Provide feedback to leadership on program trends, challenges, and opportunities

Core Competencies

• 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. Future State)

Current State

• Oversees program operations and staff

• Directly manages:

• Intake oversight

• Underwriting readiness

• Client assessment and assignment

Future State (As Program Scales)

• Transitions front-end pathway responsibilities to a dedicated role or team (e.g., Foundational Counselor or Intake & Assessment Manager)

• Focuses primarily on:

• Program leadership

• Staff supervision

• Performance management

• Strategic growth and partnerships

Qualifications

HUD Housing Counseling Certification (required)

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

Prior supervisory or team leadership experience required

Strong understanding of:

Mortgage readiness and underwriting basics

Credit and financial capability coaching

Housing counseling program compliance requirements

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

Strong organizational, leadership, and communication skills