Housing Program Manager

· Perform collective analysis of resident concerns raised to asset management and report on trends to identify systems level solutions

· Lead the asset management resident satisfaction survey process; conduct quarterly analysis, produce reports, and recommend action plans for improvement; collaborate with relevant teams to implement action plans

· Manage asset management tools and housing data within the database; collaborate with the asset management team and others to keep data current and accurate

· Maintain audit-ready records within the asset management database

· Develop and maintain standard operating procedures (SOPs) that create more uniform, transparent processes for staff and residents, supporting faster and more consistent conflict resolution

· Review property management contracts to understand scope, obligations, and performance standards, using this knowledge to problem-solve effectively with property managers

· Monitor property management practices and policies for alignment with True Ground's mission, values, and resident-centered approach; escalate concerns as needed

· Apply working knowledge of affordable housing compliance — including LIHTC, Housing Choice Vouchers (HCV), and fair housing law — to inform resident matter resolution and property management coordination

· Collaborate with asset management and risk management on the review of incident reports

· Assist with managing asset management database access for the resident services team and other approved partners

· Create and maintain a resident concerns procedure and integrate it into the asset management manual

· Document and track policy changes for consistency across True Ground’s entire portfolio

· Support interdepartmental initiatives by attending meetings and participating in cross-departmental projects

· Other duties as assigned

This is a full-time, non-exempt position. Typical workdays are Monday through Friday, with a total of 40 hours worked a week between the hours of 9 a.m. and 6:30 p.m. This position is designated as 50% - 100% in person.

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned, at any time with or without notice.

True Ground offers equal employment opportunities (EEO) to employees and applicants for employment and prohibits unlawful discrimination and unlawful harassment on the basis of race, color, religion, national origin, gender, age, disability, gender identity or expression, veteran status, marital status, sexual orientation or any other protected classes or categories as defined by federal, state or local laws. This policy applies to all terms and conditions of employment including, but not limited to recruitment, selection, promotion, termination, layoff, recall, transfer, leave of absence, training program participation, compensation and all other terms, conditions and privileges of employment.

True Ground is an E-Verify employer and will provide the federal government with Form I-9 information to confirm authorization to work in the US. True Ground will only use E-Verify once a job offer is accepted, following submission of the Form I-9.