Homebuyer Program Manager

Description

Job Title: Homebuyer Program Manager

Department: Housing Services / Homeownership Programs

Reports To: VP of Programming

Full-time, Salaried Position

Starting salary at $60,000

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

Requirements

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