Director, Resident Services Policy, Systems and Operations (8912 - Services)Hybrid Remote Position

EAH Housing•San Rafael, CA

69d•$105,000 - $180,000•Hybrid

About The Position

Position is for a full-time Director, Resident Services Policy, Systems and Operations to work at EAH Corporate in San Rafael, CA. This is a hybrid remote position. Candidates will have a BA/BS in social services, public administration, nonprofit administration or related field, or equivalent combination of education and/or experience. 6+ years of experience in resident services, social services, or related field. Experience with Resident Services program operations, database systems, and reporting. Salary range: $105,000 - $180,000 per year; hiring range for new employees is generally $105,000 - $142,500 per year, DOE. Please note an offer will take into consideration the experience of the final candidate and the current salary level of individuals working at EAH in a similar role. The Director of Resident Services Policy and Systems provides leadership and oversight for the operational infrastructure of the Resident Services department. This position is responsible for creating and maintaining policies and procedures for the department and ensuring alignment with other company policies and procedures and industry best practices. The Director is responsible for overseeing the development, implementation, and improvements to the services database ensuring data integrity and accuracy and developing reporting tools to measure outcomes and support compliance. This position will collaborate with the Grants Manager to coordinate grant applications and reporting. The Director will assist and may lead program development and staff training for new initiatives and/or creating efficiencies within existing programming.

Requirements

Bachelor's degree in social services, public administration, nonprofit administration or related field, or equivalent combination of education and/or experience. 6 - 8 years of progressively responsible experience in resident services, social services, affordable housing, or related field. Demonstrated experience with Resident Services program operations, database systems, and reporting.

Nice To Haves

Experience implementing new database systems in a social services or housing environment.
Knowledge of affordable housing compliance requirements (LIHTC, HUD, etc.).
Grant writing or grant compliance experience.
Training and facilitation experience.

Responsibilities

Policy & Procedure Development
Develops, implements, and maintains policies and procedures for Resident Services programs and department operations. Updates policies and procedures in collaboration with subject matter experts and departmental leaders.
Ensures policies align with organizational goals, regulatory requirements, and best practices.
Partners with the REM Leadership team to coordinate on overlapping areas and promote consistency with cross-departmental onsite operations.
Maintains a centralized, easily accessible policy repository and manages version control to ensure staff are working from current guidelines.
Creates training and communication plans to ensure successful adoption of new policies.
Data & Systems Management
Oversees and leads implementation of the new Resident Services database, including migration, configuration, and staff training.
Oversees evaluation and data management practices to ensure that program activities and impact are documented accurately, and that effective evaluation processes are implemented.
Develops reporting tools and dashboards to monitor program outcomes, compliance, and performance metrics.
Serves as the subject matter expert for database functionality and system optimization.
Grants & Reporting
Coordinates with the Grants Manager to prepare data, reports, and supporting materials for grant applications and submittals.
Ensures reporting deadlines are met and data accurately reflects program activities and outcomes.
Develops tools to streamline reporting and improve transparency for internal and external stakeholders.
Program Development & Training
Assists with the design and implementation of new Resident Services programs and initiatives.
Provides operational support to ensure successful rollout, including policy updates, systems setup, and reporting alignment.
In collaboration with the Director, Talent Development develops and delivers training to Resident Services staff on policies, procedures, systems, and new initiatives.
Strategic Leadership & Collaboration
Contributes to the overall strategic leadership, management and direction of the department. Serves as a thought partner to the VP of Resident Services on operational improvements, data strategy, and program scalability.
Collaborates with cross-departmental teams to identify gaps, streamline processes, and support organizational goals.
Monitors emerging trends in resident services, housing, and supportive service delivery to recommend best practices.
Other Duties
Actively participates in organizational initiatives, trainings, and committees as needed.
Regular and predictable attendance.
Other duties as assigned.

Benefits

We offer a comprehensive benefits package that includes medical, dental, vision, disability and life insurance, as well as a 403(b) retirement plan with a 5% match.
We also offer generous vacation accrual, holiday schedule, and work schedule flexibility.
15 days of vacation per year (which increases based on years of service)
10 paid sick days per year
13 paid holidays
Flexible Start Times (REM Onsite Positions)
Competitive Salaries
403b Retirement Plan with a match to every dollar you save for retirement, up to 5% of your pay
Employee Wellness Program
Comprehensive Medical Insurance Plans
Affordable Dental & Vision Insurance
Flexible Spending Account
EAP - Mental Health, Financial and Legal Services
$1,500 Employee Referral Program
EAH University, an in-house training program