Assistant Program Manager

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Full Time Jacksonville, FL, US

The Assistant Program Director provides leadership, day-to-day oversight and direction to a Department. The Assistant Program Director supports, and in the absence of the program director, is responsible for planning, development, implementation and monitoring of the assigned Housing Choice Voucher program. The incumbent is responsible for interpreting federal, state, and local regulations regarding the implementation of program, and make policy recommendations to ensure departmental compliance.

Additionally, through outstanding leadership, the incumbent works toward meeting department and company performance standards and goals. Essential duties include working through the Team Supervisors; enabling them to foster a culture of customer service excellence, monitor production, conduct quality control, and ensure data integrity of transactions completed. Collaborates with Team Supervisors to ensure compliance with PHA Administrative Plan, Standard Operating Procedures, and HUD Regulations.

• Operates under the direct, general supervision of the Program Director; the Assistant Program Director exercises supervision over 8-12 employees directly and 70-90 employees indirectly.
• ESSENTIAL DUTIES AND RESPONSIBILITIES:
  
  The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.
• Monitor production, quality control and data integrity of transactions completed by Teams.
• Ensure Teams meet and/or exceed NMA performance standards.
• Ensure each Team’s compliance with the PHA’s Administrative Plan, Standard Operating Procedures and HUD regulations.
• Determine Team staffing and training needs;
  Coordinate and provide appropriate recruiting, training, coaching, and leadership.
• Ensure timely completion of Performance Plans, evaluations, and disciplinary actions by Supervisors.
• Monitor and approve direct staff time sheets.
• Ensure Teams provide professional and comprehensive customer service to internal and external customers.
• Evaluate procedures and processes and provide recommendations for program excellence and performance improvements.
• Promote open communication among teams, departments, and divisions.
• Provide excellent customer service to participants, owners, co-workers, clients, and vendors when required with escalated cases.
• Department and Division Strategic Planning
• Obtain certification in Housing Choice Voucher Specialist and Executive Management within 120 days of employment.
• Performs other duties as assigned.

To perform the job successfully, an individual should demonstrate the following competencies:

• Leadership:
  Provide lead direction on special projects or processes by clearly and effectively setting course of action; and manage efficiency of processes, materials, or programs by providing regular feedback and reinforcement to appropriate staff as required.
• Performance Excellence:
  Set high standards of performance; pursue aggressive goals and work hard/smart to achieve them; strive for results and success; convey a sense of urgency and bring issues to closure; and persist despite obstacles and opposition.
• Customer Service:
  Meet/exceed the expectations and requirements of internal and external customers; identify, understand, monitor and measure the needs of both internal and external customers; talk and act with customers in mind; and recognize working colleagues as…