Assistant Director of Operations, DHN

CHN Housing Partners•Detroit, MI

1d•Hybrid

About The Position

The Assistant Director of Operations (DHN) is part of a collaborative leadership team overseeing the DHN, a network of high performing HUD certified housing counseling and housing service providers in the City of Detroit dedicated to creating healthy neighborhoods in our communities by increasing housing stability and affordable homeownership for Detroit residents. CHN Housing Partners serves as the Network Manager for the Detroit Housing Network. The Assistant Director of Operations is responsible for the operational execution and day-to-day coordination of Detroit Housing Network initiatives, overseeing internal processes, technology implementation, and cross-functional collaboration to ensure efficient service delivery. The ideal candidate is a self-starter with a proven track record managing housing service delivery and significant knowledge of home repair programs, property tax assistance, housing counseling/education, and other housing and supportive services. Strong project management experience is essential, including the ability to hold team members accountable and keep work moving. This role works closely with internal teams, network members, and external partners to implement scalable systems, optimize workflows, and improve the resident experience across DHN programs.

Requirements

Bachelor’s degree or 3+ years in directly related work experience
Experience in direct housing service delivery with an emphasis on low- to moderate-income consumers and supporting families in crisis, including housing counseling and/or high-volume housing service delivery
Proven track record of managing diverse teams, hiring and supervising staff, and implementing new programs or strategies
Strong project management experience, with a demonstrated ability to plan, execute, and hold teams accountable for results
Track record of scaling service delivery and building systems to accommodate organizational growth
Ability to build and maintain relationships in the Detroit non-profit housing sector, including experience integrating services across sectors and organizations, and building or managing coalitions addressing housing issues in the community
Proven ability to handle multiple priorities in a fast-paced, changing environment
Advanced understanding of Detroit Housing Network goals and objectives, with the ability to lead adherence to program guidelines
Strategic decision-making for program prioritization and management
Team-building, training, and mentoring skills; solution-oriented and process-driven
Ability to work remotely at times and manage a hybrid staff
Comfortable learning, leading, and adapting to new technology across a network of collaborators; oriented toward continuous learning and growth
Proficient in Salesforce, including using it to manage client services, team coordination, and reporting
Emotional maturity, cultural awareness, and sensitivity to clients and their circumstances
Active listening skills and the ability to convey information effectively

Nice To Haves

Bilingual in Spanish, Arabic, Bengali or other language
HUD Certified Housing Counselor

Responsibilities

Lead operational management internal to CHN for DHN programs and initiatives.
Direct day-to-day operational coordination across DHN through collaboration with direct reports, cross-functional teams, and external stakeholders.
Develop, implement, and continuously improve operational procedures and service delivery standards.
Ensure operational execution of planned and unplanned programs within established implementation timelines.
Support oversight of operational budgets, program goals, and grant deliverables.
Support hiring, onboarding, supervision, and training of DHN staff in collaboration with HR and department leadership.
Support DHN reporting and accountability processes, including mid-year progress reports, end-of-year financial reporting, and final grant reports.
Partner with Data/Evaluation team to build and maintain dashboards and reporting tools to ensure data integrity, accuracy, and consistency; as well as to share outcomes with key stakeholders, including funding partners, program partners and members.
Utilize operational and programmatic data to monitor performance, identify trends, and improve service delivery.
Collaborate with DHN’s Salesforce team to support implementation and continuous improvement of the DHN customer relationship management platform.
Coordinate technology enhancements, process automation, and integrated data-sharing efforts with external partners.
Support onboarding and change management related to new systems, technology, and workflows.
Support the development and maintenance of referral resources and operational tools that support coordinated service delivery.
Lead operational coordination of the Resident Journey Workgroup and related resident engagement initiatives
Ensure residents can efficiently access all DHN housing services online, in person, and over the phone
Lead the DHN partnership with the Detroit Housing Helpline
Develop processes connecting residents to wraparound services, including property tax assistance, home repair, legacy planning, housing counseling, and related resources
Lead onboarding of new programs, create flowcharts mapping program processes, with established timelines, objectives, and accountability for each step
Support operational coordination with DHN members and external service providers, including onboarding and ongoing operational support for network members and partners
Coordinate technical assistance and process improvement efforts across the network
Monitor operational workflows, staffing capacity, and service delivery challenges across partner organizations
Identify and promote best practices and program information across the network to strengthen service quality and build a shared understanding of housing services among members
Coordinate reporting, operational communications, and data-sharing efforts with external stakeholders and funders.
Represent DHN in operational meetings, implementation discussions, and cross-functional workgroups as needed.
Support presentations, operational updates, and stakeholder communications related to DHN initiatives.
Other duties as assigned.