Description

Position Summary:

The Operations Manager is responsible for overseeing and supporting operational functions across the Agency, ensuring efficient workflows, regulatory compliance, and effective coordination between departments. The position provides leadership, guidance, and oversight for key operational areas—including, but not limited to Housing Choice Voucher (HCV) processes, and—while also assisting other departments to maintain consistency, quality, and organizational alignment. The Operations Manager plays a key role in implementing procedures, monitoring performance standards, and supporting Agency-wide initiatives and operational goals.

Job Qualifications and Knowledge Requirements:

• Contributes to the effective operation of the Agency as a whole, collaborating across departments to promote organizational efficiency, compliance, and strategic outcomes.
• Supervise and monitor the daily operations of the HCV Admissions and Occupancy functions to ensure compliance with HUD regulations and Agency policies.
• Support special projects or initiatives, including policy revisions, software upgrades, and workflow improvements.
• Provide leadership, guidance, and training to staff, including monitoring performance, conducting evaluations, and ensuring adherence to established procedures.
• Review and ensure accuracy of applications, eligibility determinations, annual and interim reexaminations, rent calculations, and occupancy-related documentation.
• Monitor program utilization and leasing performance; identify barriers and implement strategies to meet lease-up and occupancy goals.
• Ensure timely and compliant processing of portability, unit transfers, reasonable accommodation requests, and emergency/interim changes.
• Conduct periodic Quality Control (QC) reviews of case files, documentation, and system entries to ensure compliance with HUD, SEMAP, and Agency standards.
• Interpret and implement HUD regulations, Agency administrative plan updates, and federal notices; communicate changes to staff and adjust procedures as needed.
• Monitor resident participation requirements, ensuring documentation, follow-up, and compliance with program expectations.
• Respond to participant, owner, and community inquiries and resolve escalated issues professionally and within policy guidelines.
• Collaborate with other Agency departments—Inspections, Finance, Property Management, and Compliance—to support program coordination and effective service delivery.
• Prepare reports and performance metrics related to leasing, utilization, recertification timeliness, waitlist status, and SEMAP indicators.
• Assist with audits, HUD reviews, and internal monitoring, including preparation of file samples and follow-up actions.
• Develop, implement, and refine operational procedures to improve efficiency, consistency, and regulatory compliance.
• Participate in staff meetings, training, and policy discussions, recommending updates to improve program performance.
• Ensure confidentiality and proper safeguarding of participant data and sensitive information.
• Responsible for other duties as assigned.

Requirements

• Must have a bachelor’s degree from an accredited college or university in Business or Public Administration, social services or related field. An equivalent combination of experience and education may be considered.
• Ten years of progressively responsible experience in the low-income housing or leased housing is highly preferred 
• Must have at least Ten years of experience in a supervisory or managerial role
• Thorough understanding of HUD regulations, including 24 CFR Part 982 (HCV), Fair Housing, Equal Opportunity requirements, and HCV Administrative Plan provisions.
• Knowledge of eligibility determination, income verification, and rent calculation methodologies used in the HCV program.
• Working knowledge of annual and interim reexaminations, portability, payment standards, occupancy requirements, lease-up processes, and unit transfers.
• Familiarity with HCV software platforms such as Yardi or similar systems for case management and reporting.
• Knowledge of resident participation requirements, customer-facing interaction protocols, and participant engagement best practices.
• Understanding data reporting requirements, such as PIC, SEMAP indicators, and program utilization metrics.
• General knowledge of conflict resolution, staff development, and performance management techniques.
• Must have excellent communication and customer service skills.
• Bilingual (English/Spanish) is required (oral and written).
• Must have the ability to communicate in a clear and concise manner, both oral and written.
• Must have previous experience working in a very fast paced environment.
• Must be proficient in using the Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Must have the ability to establish and maintain effective working relationships with a diverse group ranging from Agency staff, residents and the public.
• Knowledge of Agency policies, procedures and practices pertaining to affordable housing programs and HCV/S8 programs is highly desired.
• Must have the ability to evaluate data and maintain records in an organized manner.
• Must have the ability to maintain professionalism under pressure and tensions related to multiple demands.
• Must have the ability to analyze, review, and complete reports within specific deadlines.
• Must have the ability to prioritize and organize assigned tasks to achieve optimal use of time.