Homebuyer Program Manager

Key Responsibilities

• Supervise and support housing counseling staff working with higher-pathway clients, including:Pre-purchase / mortgage-ready counselorsAdvanced 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
• 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

Pipeline & Workflow Development

• Implement and maintain standardized client pathways (e.g., credit repair, financial stabilization, mortgage-ready)
• Ensure consistent application of pathway criteria across staff
• Maintain program readiness for audits, monitoring, and reporting requirements
• Standardize documentation practices across the team

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

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

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

• HUD Housing Counseling Certification (required)
• 4+ years of experience in housing counseling, financial coaching, or mortgage services
• Strong Understanding Of Prior supervisory or team leadership experience required
• 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