Homebuyer Experience Manager

Habitat for Humanity of the Charlotte Region; Charlotte (NC); On-site; USD 70,000 - 75,000; Full time

Job summary

Habitat for Humanity of the Charlotte Region is seeking a Homebuyer Experience Manager to guide prospective homebuyers through screening, education, and readiness, partnering with the Family Services team toward successful homeownership. The role oversees eligibility review, education coordination, progress tracking, and barrier removal, while building community partnerships and mentoring volunteers.

This role collaborates across departments and external partners, supervising a Family Navigation

Qualifications

• Minimum of 5 years’ experience in relationship building and case management.
• Ability to engage individuals from diverse backgrounds.
• Demonstrated ability to build trust while maintaining professionalism, accountability and confidentiality.
• Strong interpersonal, communication, and presentation skills.
• Mission-driven, with a passion for affordable housing and community development.
• Bachelor’s degree required.

Responsibilities

• Serve as the primary point of contact for prospective homebuyers throughout the journey.
• Guide families through each stage with clear communication, encouragement and accountability.
• Conduct regular points of contact to reinforce program requirements and celebrate milestones to maintain engagement and motivation.
• Identify barriers to success and coordinate resources or support to help families stay on track.
• Develop and oversee a volunteer mentor program that pairs prospective homebuyers with trained volunteers.
• Recruit, train, and support volunteer mentors.
• May supervise a Homeowner Experience Specialist who assists with family outreach, engagement, and milestone tracking.
• Build and maintain relationships with community organizations that support financial stability and homeownership readiness.
• Coordinate referrals for applicants who are not currently eligible for homeownership, connecting them with services.
• Maintain communication with referral partners and identify opportunities for future re-engagement.
• Collaborate with Family Services, Construction and Volunteer Services to ensure a seamless experience for prospective homebuyers.
• Maintain accurate records of family engagement, communications, and progress throughout the program.
• Monitor trends and identify opportunities to improve the family experience.

Skills

Relationship building

Case management

Interpersonal skills

Communication skills

Presentation skills

Confidentiality

Diversity engagement

Education

Bachelor's degree

Tools

CRM systems (Homekeeper, Talent LMS, Smartsheet)

Job description

Position Purpose

The Homebuyer Experience Manager guides prospective Habitat Charlotte Region homebuyers through screening, education, and readiness, partnering with the Family Services team through closing, ensuring a supportive, transparent, and engaging experience throughout the journey. This role manages eligibility review for prospective homebuyers, coordinates education and readiness activities, monitors applicant progress, removes barriers, and maintains consistent communication to promote successful progression toward homeownership.

The manager also develops and maintains community partnerships that connect families who are not yet eligible with resources to strengthen their readiness for future homeownership.

Working collaboratively across Habitat Charlotte Region departments and with external partners, the Homebuyer Experience Manager supervises a Family Navigation Specialist and leads a volunteer mentor program that provides encouragement, accountability, and support to prospective homebuyers.

EXPECTED SALARY RANGE - $70000 - $75000

Essential Functions

• Management of the Homebuyer Journey
  • Serve as the primary point of contact for prospective homebuyers throughout the homebuyer journey
  • Guide families through each stage of the Habitat Charlotte Region homebuyers journey by providing clear communication, education, encouragement and accountability.
  • Conduct regular points of contact to reinforce program requirements and celebrate milestones to maintain engagement and motivation.
  • Identify barriers to success and coordinate resources or support to help families stay on track
• Homebuyer Readiness and Education
  • Coordinate homebuyer education, and readiness activities.
  • Track participation and progress toward required milestones.
  • Partner closely with the other members of the Family Services team, which manages applicant qualification, homebuyer selection, and closing, to ensure families are prepared for each phase of the process.
• Volunteer and Family Support
  • Develop and oversee a volunteer mentor program that pairs prospective homebuyers with trained volunteers who provide encouragement, accountability, and peer support.
  • Recruit, train, and support volunteer mentors.
  • May supervise a Homeowner Experience Specialist who assists with family outreach, engagement, and milestone tracking.
• Community Partnerships and Referrals
  • Build and maintain relationships with community organizations that support financial stability and homeownership readiness.
  • Coordinate referrals for applicants who are not currently eligible for homeownership, connecting them with services such as financial coaching, workforce development, or credit improvement.
  • Maintain communication with referral partners and identify opportunities for future re-engagement.
• Program Growth & Infrastructure
  • Collaborate with Family Services, Construction and Volunteer Services to ensure a seamless experience for prospective homebuyers.
  • Maintain accurate records of family engagement, communications, and progress throughout the homeownership program.
  • Monitor trends, identify opportunities to improve the family experience, and recommend process enhancements that increase engagement, retention, and successful homeownership outcomes.

Qualifications

• Minimum of 5 years’ experience in relationship building and case management
• Ability to engage individuals from diverse backgrounds
• Demonstrated ability to build trust while maintaining professionalism, accountability and confidentiality.
• Strong interpersonal, communication, and presentation skills.
• Mission-driven, with a passion for affordable housing and community development.
• Bachelor’s degree required
• Experience with CRM systems (Homekeeper, Talent LMS, Smartsheet or similar) strongly preferred.
• Previous management experience preferred
• Fluency in secondary language preferred

Work Environment

This role is a combination of office/desk work indoors, as well as field work i.e. meeting with homeowners and neighbors in the community, walking and standing outdoors in various types of weather, driving a motor vehicle as needed.

Physical Demands

Ability to lift up to 40 lbs, ability to walk on uneven ground, ability to stand for most or part of the day, ability to use a computer for up to 8 hours a day, ability to drive a motor vehicle, ability to work in extreme weather conditions as needed

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time