Homebuyer Experience Manager

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.