Business Operations & Program Manager (Full-Time)
BUSINESS OPERATIONS & PROGRAM MANAGER
(Full-time) – East Bay
Are you looking for a low-pressure environment, a comfortable 9a-5p role, lots of structure, and a predictable daily routine? Please DO NOT apply for this position!
We are seeking a bright, energetic, flexible, curious, and purpose-driven leader to join our nonprofit rental housing organization. Bring your passion and ideas to help build community and create organizational standards that help drive success and operational excellence. The ideal candidate is a self-starter, enjoys team collaboration, embraces technology, loves a fast-paced environment, and is motivated to make big changes and impact within the housing community.
This is an exciting opportunity for individuals who love real estate and want to expand their expertise in local rental housing laws and property management. This position is based in Oakland California and requires travel across Alameda and Contra Costa counties. Knowledge of local real estate, property management and/or rental housing experience is a plus.
About EBRHA
East Bay Rental Housing Association (EBRHA) is a nonprofit trade association with a $1.5M annual budget that serves the housing community in Alameda and Contra Costa counties. With 1500 members who own and manage almost 60,000 rental housing units and provide homes for more than 130,000 residents, EBRHA has been an essential resource to rental property owners/operators and their residents since 1939.
Position Summary
The Business Operations and Program Manager (BOPM) oversees office administration, facilities, education programming, IT infrastructure, events management, business resource planning, and expansion opportunities. You will also support business development activities and membership programming while delivering services in the most cost-effective manner – always maintaining quality. The BOPM obsessively looks for ways to drive member success and engagement, as well as achieving business financial goals and ensuring events are delivered on time and on budget. The role requires, but not limited to the following:
- Ensure office activities, equipment and IT infrastructure are maintained.
- Manage office inventory, collateral, supplies, maintenance, safety/security and HR compliance.
- Formulate and roll out policies and standard operating procedures (SOPs) to improve performance.
- Direct major cross-functional projects, activities, and teams so that project and event deliverables are completed on time, are within budget, and meet high standards.
- Lead the development of annual organizational financial plan and budget process for internal management; ensure budget is maintained and financial goals are met
- Source and negotiate services, third-party resources and event venues to support the program initiatives of the association, staff, and members.
- Oversee on-boarding, setup and training for new hires
Minimum Qualifications
(Knowledge, Skills, and Requirements)
- Bachelor’s degree in business administration, finance or related major, or equivalent combination of education and experience
- Solutions oriented and a track record of creative problem solving in a growing business environment
- 3 or more years of housing or real estate experience (a mix of for profit and nonprofit experience preferred)
- Minimum 2 years of supervising finance/accounting operations experience (non-profit accounting is a plus), including AP, AR, reconciliation, budgeting, and monthly/quarterly end close
- Proficiency in Quick books Online (a must)
- Proficiency in MS Office suite (especially Excel), G-Suite, and CRM/AMS tools.
- Onsite office presence at least 4 days weekly with routine travel within Alameda and Contra Costa Counties (County (member meetings) are required; must have reliable transportation)
- Impeccable project management and organizational skill; ability to complete tasks in a timely, accurate, and thorough manner
- Effective verbal and written communication skill at various organizational levels -- board, colleagues, members and other industry stakeholders and executives
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
EBRHA is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.
We Offer
- Competitive base compensation ($80-90k starting salary) with bonus potential
- Paid healthcare, benefits and PTO
- Flexible onsite office hours
- Career advancement opportunities
Job Summary
The Business Operations and Program Operations Manager will also play a crucial role in designing, launching, and managing a new Alameda County Housing Resource Center hotline. This hotline is specifically tailored to assist rental property owners and managers with various inquiries and issues related to regulatory compliance, property and tenant rights, property management best practices, renter-owner dispute resolution, and navigation of current county resources and programs. The successful candidate will have a deep understanding of housing regulations, strong leadership skills, and the ability to work collaboratively with various stakeholders to ensure the hotline provides high-quality and timely assistance.
Key Responsibilities
Program Design and Launch:
- Design and Development:
- Lead the design and development of the Housing Resource Center hotline, ensuring it meets the needs of rental property owners and managers in Alameda County.
- Collaborate with county officials, housing experts, legal advisors, and community stakeholders to develop the scope, services, and operational protocols of the hotline.
- Develop a comprehensive operational plan, including staffing, technology needs, workflow processes, and performance metrics.
- Stakeholder Engagement
- Engage with local property owners, managers, and community organizations to
understand their needs and expectations. - Establish partnerships with relevant county departments, housing agencies, and legal service providers to ensure comprehensive support through the hotline.
- Coordinate and conduct outreach efforts to inform stakeholders of the hotline's launch and services.
- Engage with local property owners, managers, and community organizations to
Program Management:
- Daily Operations:
- Oversee the day-to-day operations of the hotline, ensuring efficient and effective service delivery.
- Supervise a team of hotline operators, ensuring they are well-trained and equipped to handle a wide range of inquiries and issues.
- Develop and maintain standard operating procedures (SOPs) for hotline operations, including call handling, escalation processes, and documentation standards.
- Quality Assurance:
- Implement a quality assurance program to monitor the accuracy and effectiveness of information provided by the hotline.
- Regularly review and update resources, FAQs, and training materials to ensure operators have access to the most current and relevant information.
- Track and analyze call data to identify trends, common issues, and areas for improvement.
- Program Evaluation and Reporting:
- Develop and implement evaluation tools to measure the effectiveness of the hotline and its impact on the community.
- Prepare regular reports for the Director of Housing Services and other stakeholders, detailing program performance, challenges, and opportunities.
- Use data-driven insights to make recommendations for program enhancements and resource allocation.
Regulatory and Compliance Oversight:
- Knowledge Management:
- Maintain a comprehensive understanding of local, state, and federal housing regulations, particularly those affecting rental properties in Alameda County.
- Ensure that the hotline’s guidance and resources are compliant with current laws and regulations
- Training and Development:
- Develop and deliver ongoing training for hotline staff on housing regulations, tenant and landlord rights, dispute resolution, and available county resources.
- Stay updated on legislative changes and industry best practices to ensure the hotline remains a valuable and accurate resource for property owners and managers.
Dispute Resolution Support:
- Guidance and Mediation:
- Provide expert advice and support to hotline operators handling complex or escalated disputes between renters and property owners.
- Work with legal and mediation professionals to offer resources and solutions for dispute resolution.
- Resource Navigation:
- Assist callers in navigating Alameda County’s housing resources and programs, including referrals to appropriate services when necessary.
- Develop and maintain a comprehensive database of resources, ensuring hotline operators can quickly access and provide accurate information.
Qualifications
- Education and Experience
- Bachelor’s degree in public administration, Business Administration, Urban Planning, Social Work, or a related field (Master’s degree preferred).
- Minimum of 5 years of experience in program management, housing services, or a related field, with a focus on regulatory compliance and stakeholder engagement.
- Experience in developing and launching new programs or services, particularly in a public or nonprofit setting.
- Skills and Competencies
- Strong understanding of housing laws, tenant and landlord rights, and property management best practices.
- Proven leadership and team management skills, with experience supervising and mentoring staff.
- Excellent communication and interpersonal skills, with the ability to build relationships with a diverse range of stakeholders.
- Analytical and problem-solving skills, with the ability to use data to drive decisions and improve program outcomes.
- High level of organizational skills, with the ability to manage multiple priorities and deadlines.
- Proficiency in Google Suite, Microsoft Office – Excel, CRM software, and call center technology.
- Familiarity with case/issue management systems and data analysis tools.
- Additional Requirements
- Travel - Occasional travel within Alameda County for meetings, outreach events, and training sessions.
- Background Check: Successful completion of a background check is required for employment.
- Work Environment: Primarily an office environment with the possibility of remote work as needed.