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About the Role

The Operations Manager provides day-to-day supervision and support to front line staff in local NACA offices and other national operations functions. The position requires strong administrative and customer service skills in a fast-paced environment with the ability to multi-task. The OM is responsible for a broad range of administrative, operational, and facility management tasks, as well as coaching, training, and developing staff. S/he manages departmental workflow, production goals, and target performance metrics. The OM reviews operational processes to determine effectiveness and efficiencies and recommends policy and procedural changes when necessary.

Responsibilities

Monitor monthly trends and implement new enhancements to increase production.
Review and obtain necessary approvals for all personnel actions regarding Time & Attendance, Policy Violations and other types of personnel action.
Ensure company events are adequately staffed and event performance standards are met.
Propose and implement new office policies.
Maintain and conduct quality checks within all office spaces.
Ensure all office spaces meet company brand standards.
Monitor equipment and report updates on condition and operability.
Identify and solve problems independently, whether it involves physical labor or administrative functions.
Serve as an internal and external liaison on behalf of the Department of Office Operations to other NACA departments.
Troubleshoot issues and make department recommendations promoting smooth operational flow.
Assist with payroll and time and attendance for all staff.
Assist in coaching and developing new and existing staff.
Assist with continued education of all staff.
Manage the day-to-day office operations across multiple locations and office processes, production and performance.
Ensure each NACA Office has at least two functioning kiosks.
Ensure Smartboard and Chromebook are operable.
Ensure offices are staffed with at least an Office Administrator or Receptionist.
Ensure offices are well organized and presentable to the Members.
Ensure offices are clear of any customer sensitive information.
Ensure offices have sufficient supplies with a reasonable inventory.
Manage office supplies, order new stock and maintain inventory.
Ensure the front desk is managed effectively.
Ensure cameras are well functioning in all offices.
Monitor office operations, including reviewing camera footage in real time and tape.
Provide on-going on-site reviews and monitoring.
Oversee onboarding of new hires, including setting up their office.
Oversee office space with attention to health and safety concerns.
Ensure the monitoring of common areas, hallways, and offices.
Enforce NACA’s policies and procedures.
Responsible for reasonable and cost-effective cleaning services in each office.
Responsible for monitoring and minimizing electrical and HVAC costs.
Ensure effective office maintenance and security.
Periodically review the overall facility, building conditions, parking lot conditions, etc.
Rapidly respond, document and report any office issues concerning safety and health.
Manage the NACA Counselors calendar, ensuring 20 to 25 sessions per week unless approved change.
Review confirmations to make appropriate scheduling adjustments.
Maintain waitlist for Members requesting earlier appointments.
Adjust calendars for staff not available.
Ensure that Intake Counseling sessions are in-person where possible.
Schedule and confirm counseling appointments and manage waiting list.
Monitor counselor appointment calendar and keep record of appointment statuses, confirmations and Member Action Plans.
Keep concise reporting of calendar violations, unproductive patterns and trends.
Educate staff and Members on effective use of the Member Portal, Kiosks and other NACA systems.
Maintain an escalations report of system issues and monitor until resolved.
Make system enhancement recommendations.
Manage NACA’s Member Services line by local office and call center staff, adhering to a one call resolution standard.
Manage inbound assigned queue calls with a very high percentage pull-through rate.
Answer the phone providing local and national information to people calling the local phone and national queue.
Manage office voice mails, emails and other correspondence.
Address Member inquiries and provide assistance both in person and over the phone.
Manage and attend bi-weekly Saturday Home Buyer Workshops and weekly Purchase workshops.
Maintain a minimum of two In-Person Homebuyer Workshop each month listed within a six-week period.
Ensure at In-Person Homebuyer Workshop at least six positive testimonials from NACA homeowners scheduled with a minimum of two to three actual participants.
Ensure Purchase Workshops are properly staffed and managed weekly.
Coordinate Post-Purchase workshops monthly, confirm staffing and ensure closed Members are identified, invited and participate.
Manage volunteer and participation activities for Members and others.
Monitor services provided by MCs, real estate agents, third-party vendors and others.
Ensure closed Members complete testimonials.
Identify, contact and have participate Members in various events and calls to action.
Other duties as assigned

Requirements

Four (4) years related work experience.
Experience in office operations, administration or project management.
Supervisory experience is preferred.
Effective NACA Counselor experience is preferred.
Education, training, or teaching experience is preferred.
Work with low- to moderate-income individuals and communities is preferred.
Commitment and enthusiasm for NACA's mission of economic justice and NACA's approach to overcoming systemic barriers to homeownership.
Excellent organizational and time management skills.
Strong communication skills (written, verbal and public speaking), with the ability to clearly explain complex requirements.
Understanding of and commitment to fair housing principles.
Strong customer service skills.
Strong organizational skills.
Ability to work independently with minimal supervision.
Ability to work independently and collaboratively.
Ability to troubleshoot office equipment (printers, projectors, laptops, etc.).
Proficiency in managing multiple competing priorities in a fast-paced environment.
Strong problem-solving and adaptability.
Demonstrated professionalism and the requirement to maintain confidentiality.
Ability to speak languages other than English, particularly Spanish, is a plus.
Proficiency with spreadsheets and other reporting tracking tools.
Advanced working knowledge of standard Office Software such as Word, Excel, PowerPoint, Outlook and other technology platforms.
Must be willing and able to meet the demands of the job that typically consists of 50 to 55+ hours per week.
Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or the ability to move objects throughout an office.

Skills

Administrative skills
Customer service skills
Multi-tasking
Coaching
Training
Staff development
Workflow management
Production goal management
Performance metrics tracking
Process review
Policy and procedural recommendation
Operations reporting
Office audits
Policy adherence
Facility management
Inter-departmental communication
External communication
System policy and procedure knowledge
Resource and tool provision
Office upkeep and care
Calendar management
Member workshop scheduling
Meeting coordination
Service provision
Outreach strategy development
Volunteer recruitment and organization
Effectiveness evaluation
Time and attendance monitoring
Staff activity monitoring
Communication
Professionalism
Efficiency
Positive work environment maintenance
Risk identification
Concern identification
Violation identification
Program knowledge
Organization
Proactiveness
People-focused adaptability
Fast-paced environment adaptability
Quality checks
Brand standards adherence
Equipment monitoring
Problem-solving
Liaison skills
Operational flow promotion
Payroll assistance
Time and attendance assistance
New hire onboarding
Health and safety oversight
Common area monitoring
Hallway monitoring
Office monitoring
Policy enforcement
Cleaning service management
Cost-effective service provision
Electrical cost monitoring
HVAC cost monitoring
Maintenance
Security
Facility review
Building condition review
Parking lot condition review
Safety reporting
Health reporting
Scheduling adjustments
Waitlist management
Staff availability adjustment
Intake counseling scheduling
Appointment confirmation
Waiting list management
Appointment status tracking
Member Action Plan tracking
Calendar violation reporting
Unproductive pattern reporting
Trend reporting
System education
Escalations report maintenance
Issue resolution monitoring
System enhancement recommendation
Member Services line management
Call center staff management
One call resolution
Call abandonment rate reduction
High percentage pull-through rate
NACApedia knowledge
Local information provision
National information provision
Voice mail management
Email management
Correspondence management
In-person assistance
Phone assistance
Home Buyer Workshop management
Purchase Workshop management
Testimonial collection
Volunteer management
Participation activity management
Third-party vendor monitoring
Testimonial collection from closed Members
Event participation coordination
Call to action participation coordination
Public speaking
Complex requirement explanation
Fair housing principles understanding
Independent work
Collaborative work
Office equipment troubleshooting
Priority management
Adaptability
Professionalism maintenance
Confidentiality maintenance
Spreadsheet proficiency
Reporting tool proficiency
Microsoft Office Suite proficiency
Technology platform proficiency

Location

Charlotte, NC
Houston, TX
Chicago, IL
Atlanta, GA
Boston, MA

Work Type

Full-time

Experience Level

4 years related work experience
Experience in office operations, administration or project management
Supervisory experience preferred
Effective NACA Counselor preferred
Education, training, or teaching experience preferred
Work with low- to moderate-income individuals and communities preferred

Education Level

Bachelor's degree, equivalent level of education and/or offsetting work experience
Training & licenses demonstrating important knowledge and credentials - Preferred
HUD-certified housing counselor - Required

Salary/Compensations

$60,000 - $75,000+
$50,000 and $65,000 with overtime and bonus as stated below, with total annual compensation between $65,000 and $75,000+

Benefits

Excellent single/family health, vision, and dental PPO, 70% employer contribution and 401(k)

About the Company

NACA is the largest and most effective non-profit homeownership and advocacy organization in the country.
NACA is one of the most exciting homeownership and advocacy organizations that is both respected and feared for its effective operations and aggressive advocacy over four decades.
Founded in 1988, NACA has won campaigns against some of the country’s most powerful companies and individuals engaged in predatory and discriminatory lending.
NACA’s success is a result of its relentless confrontational advocacy as well as state-of-the-art systems and operations.
NACA is well positioned for the future with more than $20 billion from major lenders, of which $15 billion is from Bank of America, to fund its extraordinary mortgage.
NACA is rapidly growing with 50 offices nationwide and more than three million Members.
NACA has revolutionized mortgage lending with its character-based housing counseling and mortgage programs, not based on traditional risk-based pricing or credit scores.
Provides the best mortgage in America: No down payment, no closing costs, no fees, no mortgage insurance, at a below-market fixed rate without consideration of one’s credit score.
Largest and most effective HUD-approved counseling organization providing from 20% to 30%+ of the nation’s housing counseling.
At the forefront in the fight against abusive and discriminatory lending practices.
Saved more than 500,000 homeowners with an unaffordable mortgage from foreclosure during the mortgage crisis.
High-profile organization whose affordable mortgage programs and community advocacy are frequently featured in the national, international, and local media.
Growing its existing offices, adding new offices nationwide, expanding its operations, and hiring additional managers.
Harnessing its power in the fight for economic justice and affordable homeownership for all.

Equal Opportunity

NACA is an equal opportunity employer.
Minority and bilingual individuals, particularly those who speak and write in Spanish, as well as second-chance applicants, are strongly encouraged to apply.