Homebuyer Program Manager
About The Position
The Homebuyer Program Manager oversees the day-to-day operations, quality, and performance of the homebuyer program. The role supervises housing counselors serving higher-pathway clients, such as mortgage-ready and advanced clients, and the Intake Coordinator to ensure a seamless, efficient, and client-centered pipeline from initial inquiry through program progression. The Manager oversees the front-end client pathway, including intake, underwriting-readiness assessment, application screening, and assignment to defined client pathways. The Manager is the primary decision-maker for client entry and progression. As the program grows, these front-end and underwriting functions are expected to transition to a dedicated role or team; the Manager will help build and standardize the functions and support their eventual transition. The position also oversees client pathways, workflows, quality assurance, compliance, community referrals, data and reporting, and cross-functional coordination with education and mortgage or lending partners.
Requirements
- HUD Housing Counseling Certification.
- At least 4 years of experience in housing counseling, financial coaching, or mortgage services.
- Prior supervisory or team leadership experience.
- Strong understanding of mortgage readiness and underwriting basics.
- Strong understanding of credit and financial capability coaching.
- Strong understanding of housing counseling program compliance requirements.
- Experience with client management systems such as HMIS, CRM, or similar.
- Strong organizational, leadership, and communication skills.
Responsibilities
- Supervise and support housing counseling staff serving higher-pathway clients, including pre-purchase and mortgage-ready counselors and advanced or specialized counseling roles as applicable.
- Supervise the Intake Coordinator and oversee 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, and ensure consistent service delivery aligned with program standards and client pathways.
- Lead and oversee the intake and triage process from initial inquiry through counselor assignment.
- Conduct or oversee application screening and underwriting-readiness assessments, including review of income, credit, debt, and assets, and identify risk and client readiness.
- Make decisions about 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 improve workflows connecting intake, education, counseling, and mortgage readiness.
- Monitor pipeline flow to prevent bottlenecks and support timely client progression.
- Collaborate with the Educational Coordinator to align education completion with intake readiness.
- Build scalable systems that support future role specialization.
- Implement and maintain standardized client pathways, such as credit repair, financial stabilization, and mortgage readiness.
- Ensure pathway criteria are applied consistently; monitor client progression, timelines, and outcomes; identify client-barrier trends and recommend program adjustments.
- Ensure counseling activities comply with HUD housing counseling standards and organizational policies.
- Conduct routine file reviews for accuracy, completeness, and compliance; maintain readiness for audits, monitoring, and reporting; standardize team documentation practices.
- Oversee intake and assignment of community-partner referrals, ensure timely responses and appropriate services, and support strong partner relationships through high-quality referral experiences.
- Track and analyze intake-to-program conversion rates, client assignment timelines, pathway progression, counseling outcomes, and readiness benchmarks.
- Prepare internal reports and support external reporting needs; use data to guide staffing, workflow improvements, and program design.
- Partner with the Educational Coordinator to align curriculum with client needs and readiness gaps.
- Coordinate with mortgage or lending partners to support smooth client transitions.
- Provide leadership with feedback on program trends, challenges, and opportunities.
- As the program scales, support transitioning front-end pathway responsibilities to a dedicated role or team and focus increasingly on program leadership, staff supervision, performance management, strategic growth, and partnerships.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
