Home Sales ​/ Homebuyer Success Manager

Summary

The Homebuyer Experience Manager  owns the homebuyer pipeline from first contact through closing, executes the operational backbone of home sales, and serves as the day-to-day interface to the marketing engine for home-sales promotion under the direction of the Chief Strategy Officer. The position sits within the Office of the CSO — outside the Home ownership and Lending functions — to provide independent quality control over the end-to-end client experience and an objective operational view of pipeline performance.

The role has three integrated functions: shepherding each homebuyer‑pathway client through the purchase process — first touch, application, counseling handoffs, contract, and closing; executing the underlying sales operations that move inventory — tracking units, managing listings and open houses, generating sales intelligence, and coordinating employer outreach tied to current inventory; and recommending home‑sales promotion priorities to the CSO and executing approved priorities with the marketing engine.

• Track new homes coming online across all platforms (subdivisions, Dream Build, infill/colonia lots); prioritize units for sale; manage unit-level readiness from completion through closing.

• Schedule and coordinate open houses, manage internal listings, and ensure homes are market‑ready (signage, lockboxes, photography coordination).

• Track showing activity, buyer feedback, and unit-level interest signals.

• Serve as the named point of accountability for every prospective buyer entering the home sales pipeline, from first interaction at an open house, employer presentation, or application through closing.

• Maintain an active, named pipeline of homebuyer‑pathway clients with current stage, next action, and owner identified for each.

• Coordinate handoffs to and from Home ownership Counseling, ensuring no client falls between stages and that documentation, eligibility status, and timeline expectations are clear at each transition.

• Coordinate with the Chief Lending Officer's team on mortgage application status, loan conditions, and closing schedules for each buyer in the pipeline.

• Monitor the end-to-end client experience as an independent observer; identify pipeline blockages — qualification gaps, documentation delays, counseling backlogs, financing obstacles, communication failures — and report them, with recommendations, to the CSO and to the department leadership accountable for resolution.

• Provide each buyer a single, consistent point of contact for status, expectations, and next steps throughout the process.

• Develop recommended home‑sales promotion priorities for the marketing engine based on inventory status, days‑on‑market, and pipeline conditions — including which units, neighborhoods, and product types require active campaigns and at what intensity.

• Submit recommended priorities and home‑sales‑specific creative direction to the CSO for approval before transmission to the marketing engine.

• Serve as the day-to-day point of contact with the marketing engine on approved home‑sales work, including campaign execution, creative review, and deliverable tracking.

• Coordinate timing between approved home‑sales campaigns and the broader marketing calendar outreach, advocacy, employer relations, donor communications to avoid conflicting demands on shared marketing capacity.

• Escalate scope changes, budget questions, and firm performance issues to the CSO.

• Produce the Monthly Sales Ops Input Brief — the primary operational intelligence artifact connecting sales execution to demand‑building strategy. The Brief informs the CSO, CLO, and the marketing firm of current inventory status, movement constraints, priority units, time‑on‑market data, and time‑sensitive units requiring targeted demand campaigns.

• Monitor and report key metrics: days on market by unit, sales velocity by geography and product type, showing-to-contract conversion, pipeline conversion by stage, and absorption rates.

• Translate sales intelligence into…