Homebuyer Experience Manager

About the Role

The Homebuyer Experience Manager guides prospective Habitat Charlotte Region homebuyers through screening, education, and readiness, partnering with the Family Services team through closing. This role ensures a supportive, transparent, and engaging experience throughout the journey, managing eligibility review, coordinating education and readiness activities, monitoring applicant progress, and maintaining consistent communication to promote successful progression toward homeownership. The manager also develops community partnerships to connect families with resources and supervises a Family Navigation Specialist and a volunteer mentor program.

Responsibilities

• Serve as the primary point of contact for prospective homebuyers throughout the homebuyer journey.
• Guide families through each stage of the Habitat Charlotte Region homebuyers journey by providing clear communication, education, encouragement, and accountability.
• Conduct regular points of contact to reinforce program requirements and celebrate milestones to maintain engagement and motivation.
• Identify barriers to success and coordinate resources or support to help families stay on track.
• Coordinate homebuyer education and readiness activities, tracking participation and progress toward required milestones.
• Partner closely with the Family Services team to ensure families are prepared for each phase of the process.
• Develop and oversee a volunteer mentor program, recruiting, training, and supporting volunteer mentors.
• Build and maintain relationships with community organizations to support financial stability and homeownership readiness.
• Coordinate referrals for applicants who are not currently eligible, connecting them with services such as financial coaching, workforce development, or credit improvement.
• Collaborate across departments to ensure a seamless experience for prospective homebuyers.
• Maintain accurate records of family engagement, communications, and progress, monitoring trends and recommending process enhancements.

Qualifications

• Minimum of 5 years’ experience in relationship building and case management.
• Ability to engage individuals from diverse backgrounds.
• Demonstrated ability to build trust while maintaining professionalism, accountability, and confidentiality.
• Strong interpersonal, communication, and presentation skills.
• Mission-driven, with a passion for affordable housing and community development.
• Bachelor’s degree required.
• Experience with CRM systems (Homekeeper, Talent LMS, Smartsheet or similar) strongly preferred.
• Previous management experience preferred.
• Fluency in a secondary language preferred.

Work Environment

This role combines office/desk work with fieldwork, including meeting with homeowners and neighbors, walking and standing outdoors in various weather conditions, and driving as needed.

Physical Demands

• Ability to lift up to 40 lbs.
• Ability to walk on uneven ground.
• Ability to stand for most or part of the day.
• Ability to use a computer for up to 8 hours a day.
• Ability to drive a motor vehicle.
• Ability to work in extreme weather conditions as needed.

The above statements describe the general nature and level of work performed. They are not an exhaustive list of all responsibilities, duties, and skills required of the position. Additional duties may be assigned at any time.

Pay

Expected salary range: $70,000 - $75,000