CHN HOUSING PARTNERS
Assistant Director Operations DHN
We are a growing non-profit organization based in Cleveland, Ohio that offers its employees a comprehensive benefits package, opportunities to grow within the organization, and the ability to improve the communities we serve.
CHN Housing Partners: CHN is a highly seasoned, nonprofit affordable housing developer, housing service provider and residential mortgage lender that works with its partners to solve major housing challenges for low-income people and under-served communities. Through our partnerships we have developed over 7,200 affordable homes, and each year serve tens of thousands of families through a wide array of housing services.
We work in Ohio and neighboring states, including Michigan, to preserve and expand affordable housing, and build equitable communities. By investing in affordable housing, we are investing in families, communities, and the economy. We are investing in the power of the permanent address.
Please click here to learn more about our Core Values and how they drive our mission and define who we are.
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Position Summary:
The Assistant Director of Operations (DHN) is part of a collaborative leadership team overseeing the DHN, a network of high performing HUD certified housing counseling and housing service providers in the City of Detroit dedicated to creating healthy neighborhoods in our communities by increasing housing stability and affordable homeownership for Detroit residents. CHN Housing Partners serves as the Network Manager for the Detroit Housing Network.
The Assistant Director of Operations is responsible for the operational execution and day-to-day coordination of Detroit Housing Network initiatives, overseeing internal processes, technology implementation, and cross-functional collaboration to ensure efficient service delivery. The ideal candidate is a self-starter with a proven track record managing housing service delivery and significant knowledge of home repair programs, property tax assistance, housing counseling/education, and other housing and supportive services. Strong project management experience is essential, including the ability to hold team members accountable and keep work moving. This role works closely with internal teams, network members, and external partners to implement scalable systems, optimize workflows, and improve the resident experience across DHN programs.
The rate of pay for this position is $89,500 - $108,000 annually, commensurate with experience (FLSA Non-Exempt).
Essential Duties & Responsibilities:
Operational Management
- Lead operational management internal to CHN for DHN programs and initiatives.
- Direct day-to-day operational coordination across DHN through collaboration with direct reports, cross-functional teams, and external stakeholders.
- Develop, implement, and continuously improve operational procedures and service delivery standards.
- Ensure operational execution of planned and unplanned programs within established implementation timelines.
- Support oversight of operational budgets, program goals, and grant deliverables.
- Support hiring, onboarding, supervision, and training of DHN staff in collaboration with HR and department leadership.
Reporting, Accountability & Data Management
- Support DHN reporting and accountability processes, including mid-year progress reports, end-of-year financial reporting, and final grant reports.
- Partner with Data/Evaluation team to build and maintain dashboards and reporting tools to ensure data integrity, accuracy, and consistency; as well as to share outcomes with key stakeholders, including funding partners, program partners and members.
- Utilize operational and programmatic data to monitor performance, identify trends, and improve service delivery.
Technology & Systems Implementation
- Collaborate with DHN’s Salesforce team to support implementation and continuous improvement of the DHN customer relationship management platform.
- Coordinate technology enhancements, process automation, and integrated data-sharing efforts with external partners.
- Support onboarding and change management related to new systems, technology, and workflows.
- Support the development and maintenance of referral resources and operational tools that support coordinated service delivery.
Resident Services & Program Coordination
- Lead operational coordination of the Resident Journey Workgroup and related resident engagement initiatives
- Ensure residents can efficiently access all DHN housing services online, in person, and over the phone
- Lead the DHN partnership with the Detroit Housing Helpline
- Develop processes connecting residents to wraparound services, including property tax assistance, home repair, legacy planning, housing counseling, and related resources
- Lead onboarding of new programs, create flowcharts mapping program processes, with established timelines, objectives, and accountability for each step
Network Operations & Partner Support
- Support operational coordination with DHN members and external service providers, including onboarding and ongoing operational support for network members and partners
- Coordinate technical assistance and process improvement efforts across the network
- Monitor operational workflows, staffing capacity, and service delivery challenges across partner organizations
- Identify and promote best practices and program information across the network to strengthen service quality and build a shared understanding of housing services among members
Stakeholder Coordination
- Coordinate reporting, operational communications, and data-sharing efforts with external stakeholders and funders.
- Represent DHN in operational meetings, implementation discussions, and cross-functional workgroups as needed.
- Support presentations, operational updates, and stakeholder communications related to DHN initiatives.
Other duties as assigned.
Education and/or Work Experience Requirements:
Required:
Education:
- Bachelor’s degree or 3+ years in directly related work experience
Experience:
- Experience in direct housing service delivery with an emphasis on low- to moderate-income consumers and supporting families in crisis, including housing counseling and/or high-volume housing service delivery
- Proven track record of managing diverse teams, hiring and supervising staff, and implementing new programs or strategies
- Strong project management experience, with a demonstrated ability to plan, execute, and hold teams accountable for results
- Track record of scaling service delivery and building systems to accommodate organizational growth
- Ability to build and maintain relationships in the Detroit non-profit housing sector, including experience integrating services across sectors and organizations, and building or managing coalitions addressing housing issues in the community
- Proven ability to handle multiple priorities in a fast-paced, changing environment
Skills:
- Advanced understanding of Detroit Housing Network goals and objectives, with the ability to lead adherence to program guidelines
- Strategic decision-making for program prioritization and management
- Team-building, training, and mentoring skills; solution-oriented and process-driven
- Ability to work remotely at times and manage a hybrid staff
- Comfortable learning, leading, and adapting to new technology across a network of collaborators; oriented toward continuous learning and growth
- Proficient in Salesforce, including using it to manage client services, team coordination, and reporting
- Emotional maturity, cultural awareness, and sensitivity to clients and their circumstances
- Active listening skills and the ability to convey information effectively
Other:
- Bilingual in Spanish, Arabic, Bengali or other language
- HUD Certified Housing Counselor
Working Conditions and/or Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
Why Should You Apply?
- You want to be part of an organization where the work you do will have a positive and lasting difference in the community.
- Great benefits.
- Opportunities for on-the-job training and/or professional development.
M/F/V/D/EOE
CHN Housing Partners is proud to be an Equal Opportunity and Affirmative Action Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex (including pregnancy), age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law.
This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. CHN Housing Partners is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason
