Details: Competitive Salary
17 Battery Place
The Program Manager will join a tightly knit four-person management team that leads the Center’s Homeowner Hub and oversees its day-to-day operations. The Program Manager will be responsible for operating a portfolio of Center programs within the Hub while maintaining a strong working knowledge of all Center programs. The Program Manager will manage contact center operations for said programs, be accountable for the overall quality and effectiveness of services to homeowners, manage partner relationships, and support the Center’s program production goals. In addition, the Program Manager will contribute to developing innovative new ways to serve New York’s homeowners. The Program Manager is a full time, exempt position reporting to the Deputy Director of the Homeowner Hub.
Funding for this position comes from a range of government partners and is contingent on continued grant funding. The Center is a subrecipient of Community Development Block Grant - Disaster Recovery (CDBG-DR) funding from the New York State Governor’s Office of Storm Recovery to implement the Residential Technical Assistance Pilot Program (RTAPP), and is a contractor to the NYC Build it Back Program, which is funded by CDBG-DR. The Center also operates the Community Energy Engagement Program (CEEP) in New York City as a contractor to the New York State Energy and Resource Development Authority (NYSERDA).
- Manage a portfolio of Homeowner Hub programs and related duties assigned by the Deputy Director of Homeowner Hub
- For each program within portfolio, the Program Manager will:
- Represent the Homeowner Hub in cross-functional collaboration within the organization, as well as externally to funders, subcontractors, and Network Partners
- Design Hub operations within assigned programs and maintain standard operating procedures, job aids, conversation scripts, and training curricula
- Measure and manage outcomes, efficiency, and quality of Hub work
- Maintain deep knowledge of Hub program content, services, and standard protocol
- Conduct incoming and outgoing call activity
- Respond to and resolve escalated cases
- Ensure proper and effective use of the Hub’s various case management systems, most notably Salesforce
- Build team subject matter knowledge on programs within portfolio
- Build the capacity of the Hub staff in all operational areas including intake, client issue resolution, communication, and de-escalation; teach and coach junior staff
- Engage in regular (usually weekly) establishment of tactical goals through collaborative and debate-oriented decision-making within Hub management team; follow through with implementation plans to meet goals
- Participate with Homeowner Hub management team in strategic goal-setting and projects;
- Foster a culture of excellence and hold team to high standards of service to homeowners at risk; aggressively seek out ways to improve overall quality of homeowner experience with services provided by the Center and its partners
- Other tasks and duties reasonably related to job responsibilities.
- BA degree; equivalent combination of education and experience may be considered in lieu of a degree
Skills and Experience Required
- Proven ability to lead, motivate, and foster seamless collaboration
- Excellent client service skills, patience, and friendliness
- Track record of successful problem-solving and good judgment
- Entrepreneurial spirit and a hunger for making an impact in innovative ways
- Energized by mission-driven work that serves the public interest
- Able to organize and execute multiple priorities in a fast-paced setting
- Able to think in terms of both big picture and day to day details
- Bilingual in English and one other language, including Spanish, Russian, or Cantonese, is a plus
- Experience working in customer service, campaigns, housing counseling, or other constituent services is a plus, especially related to homeownership or with vulnerable clients
- Fluency with Microsoft Office (Word, Excel, PowerPoint); knowledge of Salesforce or other CRM is desirable; knowledge of SQL or Tableau is desirable
Level of Language Proficiency
Spanish, Russian, and/or Cantonese is a plus
Minimum Education Required
How To Apply
To apply for this position, please submit your cover letter with salary requirements and resume through our website athttps://cnycn.bamboohr.com/jobs/view.php?id=34&source=idealist. Only those candidates selected for an interview will be contacted. Applicant review will continue until the position is filled.
The Center strongly encourages Section 3 residents to participate in this hiring effort. Information to determine if you are a Section 3 resident can be obtained by contacting Michael Hartwyk at (646) 786-0882 or by email at firstname.lastname@example.org.
Persons requiring reasonable accommodation to participate in this hiring effort are requested to contact Michael Hartwyk at (646) 786-0882 or by email at email@example.com.
We thank you for your interest in career opportunities with the Center for NYC Neighborhoods.