Community Success Manager

Job Description

Job DescriptionGeneral Description:

The Community Success Manager serves as the community sustainer within the Homeowner Services Department and is responsible for supporting Habitat homeowners after closing through coordinated services, community-building initiatives, and long-term homeowner engagement. This role oversees post-close support operations, homeowner association and neighborhood coordination, warranty and punch list communication, post-close education, and homeowner database administration. The Community Success Manager helps strengthen Habitat communities by promoting compliance, supporting homeowner success, and building connections across neighborhoods and affiliated community structures. The ideal candidate is a strong relationship manager with excellent follow-through, community-minded leadership, and the ability to support multiple homeowners, communities, and service processes simultaneously.

Qualifications:

• Ability to obtain and/or maintain Licensed Community Association Manager (LCAM) credentials or other relevant HOA management qualifications, as applicable.
• Bachelor’s degree in human services, community development, public administration, housing, or a related field; or an equivalent combination of training and relevant work experience.
• Experience in homeowner services, post-close support, community engagement, property or association support, neighborhood development, or a related field.
• Experience coordinating across departments and responding to homeowner service needs in a timely and professional manner.
• Bilingual ability in Spanish or Creole is strongly preferred.

Knowledge, Skills, and Abilities:

• Strong people skills and the ability to build trust with homeowners, partners, and community stakeholders.
• Knowledge of homeowner support practices, community-building principles, and HOA-related & non-HOA-related coordination.
• Ability to manage multiple communities, service requests, compliance follow-up items, and communication channels.
• Strong written and verbal communication skills, including the ability to communicate clearly with homeowners and internal teams.
• Ability to coordinate workshops, surveys, training efforts, and database-related administration with attention to detail.
• Ability to work independently, solve problems, and support long-term neighborhood vitality and homeowner success.

Specific Responsibilities:

1. HOA & Neighborhood Association Management and Compliance
   • Oversee the administration of Habitat HOA communities and future HOA developments, including financial review, governance support, meeting coordination, homeowner communications, service request management, developer turnover activities, and compliance monitoring to ensure the long-term stability and success of each community.
   • Coordinate HOA board training and serve as a board member to support.
   • Serve as direct contact for the HOA financial management partners and internal affiliate stakeholders.
   • Conduct inspections and support compliance follow-up activities.
   • Coordinate with contractors and community partners to resolve issues and support neighborhood activities.
   • Develop and strengthen resident-led Neighborhood Associations in non-Habitat communities by facilitating community meetings, identifying and mentoring neighborhood leaders.
   • Provide education, organizational guidance, leadership training, and technical assistance to help Neighborhood Associations establish effective governance, implement community improvement initiatives, and foster long-term neighborhood vitality and homeowner engagement.

1. Homeowner Warranty Service Requests and Punchlist Management
   • Coordinate execution of post-close operations after closing through one year after closing.
   • Provide organized follow-up and support to help new homeowners transition successfully into long-term homeownership.
   • Manage the homeowner service request and punch list portal.
   • Coordinate communication among departments, including Construction and Mortgage Services, regarding homeowner requests and resolution progress.
   • Follow up with Habitat homeowners to ensure service requests are tracked and communicated appropriately.
   • Maintain homeowner services dashboards, prepare monthly and quarterly reports covering service requests, warranty trends, and HOA activity.

1. Homeowner Inquiries & Reporting
   • Manage homeowner inquiries and shared email communications and applicable HOA community development email accounts.
   • Respond to homeowner questions and route concerns to the appropriate internal or external partner as needed.
   • Escalate homeowner concerns requiring construction, mortgage servicing, and coordinating follow-ups.

1. Post-Close Education and Training
   • Coordinate virtual and live workshops for new and existing Habitat homeowners.
   • Work with community partners to facilitate homeowner education, training, and engagement opportunities.

1. Database Management and Survey Administration
   • Coordinate annual occupancy certifications, insurance verification and maintain related records.
   • Manage annual occupancy-related database administration and homeowner records.
   • Coordinate post-close survey administration and support use of findings for homeowner service improvement & mission impact.

Job Conditions:

• Full-time position, Monday through Friday, with some evening and weekend work required.
• Local travel between Habitat communities, homeowner meetings, workshops, and related service locations may be required.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Management reserves the right to assign or reassign duties and responsibilities to this job at any time. This job description shall be reviewed on an annual basis.