Manager, Partner & Resident Support (Seattle, Denver) in Seattle, Washington at Housing Connector

Manager, Partner & Resident Support

This is a hybrid role, with an expectation of working in the local Housing Connector office at least one day per week.

About Housing Connector

Housing Connector is a tech-for-good nonprofit transforming how communities use the private housing market to address homelessness. We partner with property owners and managers to reduce barriers that prevent people from accessing housing, while providing the financial protections and resident support that give housing providers confidence to open more homes to people who need them.

Our model brings together property partners, community organizations, government, philanthropy, and technology to create simpler, more scalable pathways to housing. What started in Seattle in 2019 has grown into a multi-market organization with an ambitious vision: to deliver simple and scalable solutions until every person has a home.

Position Summary

The Manager, Partner & Resident Support leads the daily operations of Housing Connector's Partner & Resident Support team, developing a high performing team while improving the systems and processes that allow our impact to grow.

Our team works at the intersection of residents, property partners, and community partners, balancing different needs around a shared goal: keeping residents successfully housed. This role requires a leader who can coach people, use data to drive performance, navigate complex stakeholder relationships, and continuously improve how work gets done.

As Housing Connector expands into new markets, this role will help us scale a different approach to preventing homelessness, one that combines strong partnerships, financial protections for property partners, technology, and responsive support.

Primary Responsibilities

People Leadership

• Lead, coach, and develop Partner & Resident Support team members through regular feedback, performance management, and professional development.
• Establish clear expectations and foster a culture of ownership, accountability, collaboration, and continuous learning.
• Partner with leadership on hiring, onboarding, and team development.

Operational Excellence & Service Delivery

• Own daily team performance, including workload, service levels, backlog health, quality, and customer outcomes.
• Use data and customer insights to identify trends, remove barriers, and drive continuous improvement across workflows, policies, and processes.
• Identify process, technology, and automation improvements that increase efficiency, consistency, and scalability.
• Serve as an escalation point for complex issues and help the team navigate competing needs across residents, property partners, and community partners.
• Build strong stakeholder relationships and influence solutions that support housing stability and Housing Connector's broader goals.

Qualifications

Required

• Experience in customer support, customer success, operations, or service environments, with demonstrated leadership through people management, coaching, mentorship, project leadership, or increasing levels of responsibility.
• Demonstrated ability to provide feedback, support the development of others, create accountability, and contribute to a high-performing team.
• Strong analytical and problem-solving skills with experience using operational metrics to drive decisions.
• Experience improving processes, documenting standard work, and driving operational change.
• Strong communication and relationship building skills, including the ability to influence across multiple stakeholder groups.
• Ability to navigate ambiguity, balance competing priorities, and create structure where it does not yet exist.

Preferred

• Experience leading support or operations teams within a startup, high growth company, or mission driven organization.
• Experience with Salesforce Service Cloud or similar customer support platforms.
• Experience supporting multiple customer groups with competing priorities.
• Experience working in housing, nonprofits, social impact, healthcare, marketplaces, or other complex service environments.
• Familiarity with customer support operations, reporting, and performance metrics.

What We Offer

Housing Connector offers a comprehensive benefits package designed to support employee well-being, equity, and professional growth, including:

• Comprehensive Health Coverage: Medical, dental, vision plans. We pay 100% of our employees’ premiums and 50% of their partners/dependents.
• Generous Paid Time Off: 22+ days PTO (in first year) and dedicated Community Service Leave.
• Extensive Holiday Schedule: Including a full week off in December.
• Paid Parental Leave: Supportive leave options for families.
• Employee Assistance Program (EAP): Confidential resources for personal support.
• Life Insurance: Financial security for you and your loved ones.
• Flexible Spending Accounts (FSA, DCRA): Health and dependent care expense accounts.
• 401(k) with Employer Match (6%): Invest in your future.
• Professional Development Reimbursement: Annual reimbursement up to ($500) to enhance your skills.

Housing Connector is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.