Resident Experience & Compliance Manager

True Ground Housing Partners; Arlington (VA); On-site; USD 80,000 - 96,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401k and paid leave

Commuter benefits

Free parking

Job summary

True Ground Housing Partners in Arlington, VA seeks a Housing Program Manager to lead resident matter resolution, document outcomes, and coordinate across asset management, resident services, and property management. The role emphasizes conflict resolution, compliance with LIHTC and HCV, strong communication, and data analysis to drive improvements.

The position requires developing SOPs for consistent, resident-centered operations, and collaborating with multiple teams to ensure alignment with

Qualifications

• Bachelor's degree preferred and 5+ years in housing-related customer service, property management, or resident services.
• Proficiency in English and Spanish is required for effective communication with residents and partners.
• Knowledge of LIHTC, Housing Choice Vouchers (HCV), and fair housing requirements.
• Demonstrated conflict resolution skills in complex or sensitive matters.
• Ability to collaborate across multiple teams and departments.
• Excellent written and oral communication skills in resident-facing settings.
• Experience with data analysis and reporting, including surveys and trend analysis.
• Familiarity with Permanent Supportive Housing (PSH) is a plus.

Responsibilities

• Serve as primary problem solver for resident concerns and document resolutions across the portfolio.
• Communicate status and resolutions; direct action by property management when needed.
• Coordinate responses and follow-up for listening sessions and Resident Council meetings.
• Support PSH partnerships and eviction-prevention efforts; update procedures as needed.
• Analyze resident concerns, identify trends, and propose system-level solutions.
• Lead resident satisfaction surveys and generate action-oriented reports.
• Maintain asset management data, ensure accuracy, and audit readiness.
• Develop SOPs to standardize processes for staff and residents.

Skills

Conflict resolution

Cross-team collaboration

Data analysis

Written and verbal communication

Bilingual Spanish/English

Project management

Multi-tasking

Education

Bachelor's degree preferred

Tools

MS Excel

Yardi/RealPage

Job description

True Ground Housing Partners in Arlington, VA seeks a Housing Program Manager to lead resident matter resolution, document outcomes, and coordinate across asset management, resident services, and property management. The role emphasizes conflict resolution, compliance with LIHTC and HCV, strong communication, and data analysis to drive improvements.

The position requires developing SOPs for consistent, resident-centered operations, and collaborating with multiple teams to ensure alignment with