Center for NYC Neighborhoods
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
Center for NYC Neighborhoods
Website : http://cnycn.org/
The Center for NYC Neighborhoods (“the Center”) promotes and protects affordable homeownership in New York so that middle- and working-class families are able to build strong, thriving communities. Established by public and private partners, the Center meets the diverse needs of homeowners throughout New York State by offering free, high-quality housing services. The Center’s Homeowner Hub is where middle- and working-class homeowners throughout New York can turn for information and resources to help them tackle the challenges of homeownership. On any given day, the Homeowner Hub fields calls and web-based inquiries from homeowners who are requesting help with a range of issues from foreclosures to home repairs to retrofitting their homes for flood risk and energy efficiency. Hub team members come from a variety of fields, including criminal justice management, community-based land ownership, education and psychology, customer service, urban planning, public administration, social justice, journalism, political science and advocacy, and mental health. What they have in common is a passion for high quality rapid services to our client population and a commitment to advancing our mission of promoting and protecting affordable homeownership in New York.