Program Director

Apartment Life

4d•Remote

About The Position

The Program Director (PD) will be responsible for creating and leading an excellent Apartment Life experience for coordinators and clients within Apartment Life (AL) Resident Services, serving Affordable Housing communities. This leader will hire and lead coordinators, champion program excellence, and ensure that our clients keenly understand and experience the value of AL programs. The program director reports to the Director of Program Management.

Requirements

Candidate must be able to work in Central time zone
Communication skills (verbal/written)
Relationship management and customer service
Time-management
Professionalism
Technology/computer adaptability
Administrative excellence

Nice To Haves

Bachelor’s Degree preferred
2 to 5+ years of experience in ministry, leadership development or client account management experience preferred

Responsibilities

Conduct interviews to ensure coordinators have the calling and character needed to serve with Apartment Life.
Partner with Talent Acquisition Specialists to ensure qualified coordinators are matched with a community where they have the competency to provide excellent service and meet client expectations.
Gather administrative details and partner with the National Office through proactive communication to ensure the new program is setup correctly and on time.
Kick off the relationship and set expectations with the coordinator and community manager.
Partner with the Divisional Trainer to ensure the coordinator receives quality and timely training for their specific product and community.
Play a key role in the first 90-day activities (planning calendars, attending the first event, writing recaps/reports, etc.) to ensure the coordinator is applying the training appropriately.
Work closely with coordinators to coach and resource towards excellence in program outcomes, client satisfaction, and service compliance.
Ensure coordinators complete the services selected by the community with a high level of excellence, including monitoring and approving various administrative requirements such as business, impact, and expense reports.
Meet monthly, at a minimum, to provide encouragement, coaching, resources, support and training to the coordinators to maximize their ministry & business potential.
Meet monthly, at a minimum, with each community manager to discuss program results and receive feedback. Proactively develop service recovery strategies and work with the coordinator to implement when clients are dissatisfied.
Strategically review individual program results, and coach coordinator towards impact and goals. When needed, create and communicate action plans for under-performance following Apartment Life’s development processes.
Consistently casts vision for the ongoing need for more mission-aligned leaders, encouraging coordinators to actively support recruitment and transition efforts within their own communities.
Have early conversations about a coordinator’s upcoming agreement expiration to determine renewal or backfill needs.
Meet annually with community managers to review program performance and discuss the upcoming budget season.
Support coordinators as clients cancel and we explore transfer opportunities for them.
Embrace and model Apartment Life's core values; reinforce core values with coordinators.
Foster an environment in which core values can be "lived out."
View individual goals as part of the team's goals and strategy for recruiting, growth, people impact, client relationships, and operations.
Use organic touch points with existing coordinators and clients to recruiting new coordinators and doors for new mission fields.
Ensure administration is consistent and effective; provide timely communication and meet deadlines to promote overall success.