Role OverviewThe Director - Housing Operations leads and oversees the daily operations and strategic performance of an affordable housing portfolio by ensuring compliance, financial stewardship, resident satisfaction, and operational excellence; fostering cross-functional collaboration and community partnerships; driving data-informed improvements; and developing high-performing teams that support housing stability, quality service delivery, and organizational goals.
Job Responsibilities- Oversee daily operations for an assigned affordable housing portfolio, ensuring strong occupancy, resident satisfaction, financial performance, property condition, service delivery, and program compliance. Regularly monitor key performance and compliance metrics ensuring portfolio performance consistently meets or exceeds industry standards and established benchmarks. Maintain readiness for inspections and audits, implement corrective actions, and coordinate with Facilities, Procurement and Property Management on maintenance, capital needs, emergencies, and operational issues. Manage escalated resident concerns and community-level legal or eviction matters in alignment with organizational policies and regulatory requirements, partnering with the Director of Administration to ensure consistent compliance practices. Able to respond to emergencies after hours and/or on the weekend.
- Analyze operational, financial, and resident experience data across the assigned portfolio to identify trends, mitigate risks, and implement strategies that improve occupancy, resident retention, operational effectiveness, and overall community performance. Support the Vice President of Housing in advancing strategic initiatives, achieving organizational priorities, and implementing continuous improvement efforts. Contribute to annual planning, budgeting, and performance review processes while promoting operational excellence, accountability, and resident-centered service delivery throughout the assigned portfolio.
- Represent Housing Communities Operations with residents, community organizations, service providers, vendors, contractors, and other external stakeholders to strengthen partnerships, support positive community engagement, and advance organizational goals. Participate in outreach activities, professional associations, and community meetings that enhance the visibility of Housing Communities and support resident well-being. Address escalated concerns professionally and effectively, and maintain productive relationships that support high-quality services and positive organizational reputation.
- Collaborate closely with the fellow Director of Housing Operations to ensure consistent implementation of operational standards, policies, procedures, and performance expectations across all housing communities. Partner with the Directors of Community Care Coordination to align housing operations with resident services, enhance the resident experience, and address barriers impacting housing stability and quality of life. Work collaboratively with the Director of Administration, Finance, Facilities, Procurement, Mission Support, and other internal stakeholders to ensure effective execution of compliance requirements, operational priorities, strategic initiatives, and portfolio-wide improvement efforts.
- Lead and develop the Housing Operations team by setting clear goals and expectations, monitoring performance, and providing regular feedback and guidance. Inspire team excellence by modeling accountability, collaboration, and solution-oriented thinking, and ensure team members are supported, empowered, and high-performing while fostering a positive, purpose-driven culture.
- Develop staff capability through ongoing training, mentorship, and professional development opportunities. Cultivate a culture of continuous learning, feedback, and improvement to strengthen team engagement, retention, and impact.
PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.- Kneel and move from sitting, bending, kneeling, or standing multiple times a day
- Climb up and down up to 3 flights of stairs at a time
- Lift, push, and pull up to 25 lbs
Other Requirements: Comply with program and/or requirements related to:- Background check
- DMV check
Additional Requirements- Driver's license
- Reliable transportation
- Automobile insurance
Education and Experience Requirements:Minimum
- Bachelor's Degree in Arts/Sciences (BA/BS) in a related field of study 3-5 years relevant experience
- Strong organizational and time management skills.
- Excellent written and verbal communication.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Ability to manage multiple priorities and meet deadlines.
- Knowledge of compliance and reporting requirements.
Preferred
- Master's degree in a related field of study 5+ years relevant experience
- Experience with compliance software or case management systems. Strong leadership and conflict resolution skills.
Certifications and Licensure- Minimum Must obtain NCHM Certified Occupancy Specialist and Tax Credit Specialist certificates within 12 months. Obtain IREM Accredited Residential Manager Certification (ARM) within 18 months.
- Preferred NCHM Certified Occupancy Specialist (COS), Tax Credit Specialist (TCS), IREM Accredited Residential Manager Certification (ARM).
Education and Experience Requirements:Relevant Education:
Preferred: Master's Degree in any relevant field.
Minimum: Bachelor's Degree in any relevant field.
Relevant Experience:
Preferred: 5 years in management, or compliance and 3+ years of management experience.
Minimum: 3 years management experience.
Certification/Licensure:
Preferred: National Center for Housing Management (NCHM) Certified Occupancy Specialists (COS) certification
Minimum: National Center for Housing Management (NCHM) Certified Occupancy Specialists (COS) certification to be obtained upon hire
