Manager – Housing Choice Vouchers

We are hiring a Manager for the Housing Choice Voucher (HCV) team in our Property Management department. The incumbent will be accountable for ensuring the efficient management of HCVs processes from initial application to move-in status. This is a hands-on role and will also manage a team.  A primary objective is to collaborate in creating a positive team environment and leading a team to deliver customer service excellence and meet KPI targets. 

This is an office-based position in Charlotte, NC, and requires in-office attendance five days a week, Monday through Friday.

The Role:   This position includes, but is not limited to, the following responsibilities:

• Lead, mentor, and develop a team of HCV Specialists, fostering a culture of accountability, compliance, and high performance.
• Establish performance goals, conduct regular evaluations, and create professional growth opportunities for staff.
• Provide escalation support, coaching, and conflict resolution for complex resident or applicant concerns.
• Oversee the full lifecycle of HCV applicants, ensuring timely processing from application to move-in.
• Implement strategies to resolve high-priority or stalled cases, minimizing delays in approvals and move-ins.
• Monitor workload distribution and provide operational backup during peak volume periods.
• Standardize processes, workflows, and documentation across the HCV function to improve efficiency and compliance.
• Ensure all HCV activities comply with HUD regulations, Housing Authority policies, and internal standards.
• Partner with Legal and Compliance teams to implement new HUD requirements and regulatory updates.
• Oversee audits, respond to findings, and implement corrective actions as needed.
• Produce and analyze performance reports for executive leadership, identifying risks, trends, and solutions.
• Partner with Construction and Maintenance to ensure inspections are scheduled, completed, and passed in a timely manner.
• Work closely with Accounting team to oversee HA payments, allocations, and financial accuracy.
• Collaborate with Collections and Renewals on matters such as HAP contract renewals, nonpayment cases, and communications with Housing Authorities.
• Support Property Management system enhancements and ensure HCV processes are fully integrated into technology platforms.
• Maintain clear and consistent communication with applicants, residents, Housing Authorities, and internal partners.
• Resolve escalated concerns with professionalism, balancing compliance and customer satisfaction.
• Serve as a subject matter expert on HCV program operations for internal and external stakeholders.
• Drive process improvements that enhance resident experience, reduce inefficiencies, and strengthen compliance.
• Lead special projects as assigned by senior leadership, contributing to organizational goals and innovation in the HCV space, ensuring fair outcomes, and fostering positive resident satisfaction.
• Projects and additional duties as requested.

Qualifications and Experience

• Bachelor’s degree in business, public administration, or a related field preferred; equivalent experience considered.
• 5+ years of property management experience, with at least 5 years in the Housing Choice Voucher (HCV) program.
• 3+ years of proven team management or supervisory experience.
• In-depth knowledge of HUD guidelines and HCV compliance requirements.
• Strong analytical, organizational, and problem-solving skills, with the ability to manage multiple priorities.
• Proficiency with property management systems and Microsoft Office Suite.
• Exceptional communication and interpersonal skills, with the ability to build effective relationships across diverse stakeholders.
• Demonstrated leadership in driving team performance, fostering accountability, and achieving results.
• Highly motivated, proactive, and adaptable to changing priorities.