Housing Management Program Operations Supervisor

Job Type
Programmatic/Project Management
Department of Housing and Community Development (DHCD)
Job Description

Housing Management Program Operations Supervisor - (2300065D)


DHCD is seeking a Housing Management Program Operations Supervisor in the Division of Public Housing!



Department of Housing and Community Development (DHCD) is within Housing and Economic Development Secretariat and its work touches the lives of all Massachusetts residents.


DHCD's mission is to strengthen cities, towns and neighborhoods to enhance the quality of life of Massachusetts residents by providing leadership, professional assistance and financial resources to promote safe, decent affordable housing opportunities, economic vitality of communities and sound municipal management.



The Program Operations Supervisor provides operational support for, and coordinates the smooth operating of, the Bureau of Housing Management (BOHM)’s oversight programs. This position reports to the Director of the Bureau of Housing Management. The BOHM maintains several recurring oversight programs mandated by the Public Housing Reform Bill (Chapter 235 of the Acts of 2014) in order to ensure that Local Housing Authorities are being run efficiently for the benefit of residents, and in compliance of state law and regulations. These oversight programs entail reporting from 231 LHAs and corresponding reviews made by 9 Housing Management Specialists, 5 Facility Management Specialists, and 4 Finance staff on an annual basis. The Program Operations Supervisor is responsible for ensuring that the operations of assigned programs occur on schedule with all appropriate notifications to relevant stakeholders including DHCD staff, LHA Staff, and relevant vendors, as well as quality control and consistency of reviews. The Programs Operations Supervisor supervises two Program Coordinators who support these oversight programs.


The Program Operations Supervisor develops, reports and draws conclusions through the use of Word, Excel, Outlook, Access, PowerPoint, Adobe Suite, and Business Intelligence software (PowerBI, Tableau, etc.) to ensure that senior staff can track staff productivity in reviews and trends in LHA performance and compliance and identify major emerging issues. The Program Operations Supervisor alerts senior staff of potential issues with oversight programs that necessitate business process or policy change.


The Program Operations Supervisor performs highly complex, detail-oriented program coordination duties under minimal supervision, such as: program and contract administration, technical assistance and training, data analysis & maintenance of data dashboards, systems testing, business process analysis and improvement, and outreach to key stakeholders. Programs managed include several Public Housing oversight programs; the below, non-exhaustive list may change based on needs of department and as additional programs reach a “mature” status:




1) Data-Driven Management:

  • Perform data collection and analysis.
  • Make business process and policy recommendations to senior staff based on discussions and analysis.
  • Track performance and operational data for assigned programs.
  • Make recommendations for improvements to relevant reports, systems, dashboards, and program operations.
  • Highlight major program trends or issues for senior staff.
  • Assist senior managers in the Bureau of Housing Management with continuous improvement of public housing oversight programs and systems.
  • Perform operational and analytical support related to assigned programs.
  • Track important dates and ensure all notifications and reviews are completed in a timely manner


2) Supervision:

  • Supervise two program coordinators who assist in management of the above programs.
  • Lateral management to Housing Management Specialists who serve as primary reviewers and point of contacts for portfolio of 25-30 LHAs each.
  • Manage workloads and workflows to ensure all reviews and other program activities are completed in a timely, orderly manner.


3) Business Process Improvement:

  • Operationalize program evaluation tools to drive process improvement.
  • Conduct continuous review of program data and input from staff and LHAs in order to improve program implementations.
  • Make recommendations to senior staff on streamlining operating procedures.
  • Track important dates and ensure all notifications and reviews are completed in a timely manner.
  • Assist senior managers in the Bureau of Housing Management with continuous improvement of public housing oversight programs and systems.
  • Perform operational and analytical support related to assigned programs.


4) System Administration:

  • Work with internal and external Informational Technology (IT) staff, as well as BOHM and Bureau of Policy & Operations Staff, to address bugs and performance issues in systems
  • Suggest improvements to those programs.
  • Serve as subject-matter-expert for system operations.


5) Training and Presenting:

  • Strengthen existing technical assistance/training programs for internal staff, housing authority staff, housing authority resident leaders, and housing authority board members.
  • Create new trainings.
  • Work with Division senior staff and external partners to create curriculum and to coordinate successful trainings.
  • Draft written materials and presentations for DHCD and LHA staff.
  • Programs assigned may include:
    • Agreed Upon Procedures – mandated “mini-audit” program for LHAs
    • Performance Management Review (PMR) – annual & biennial review of LHA operations
    • Board Member Training & Attendance
    • Training for Tenant Board Members
    • Annual Tenant Survey
    • Budget Review and Approval
    • Annual Plan


6) Vendor Contract Administration and Budgeting:

  • Preparation and transmission of documents for procurements.
  • Move contracts to execution, and track budgets, invoices, and payments.
  • Budget Review and Approval
  • Provide input, as needed, to $1M (FY23)/annual Public Housing Reform budget.
  • Track achievements to milestones and scopes.
  • Public Housing Reform budget.
  • Track achievements to milestones and scopes.



  1. Strong project management skills including managing projects to deadline and within budget.
  2. Ability to manage multiple priorities simultaneously
  3. Ability to work in teams and act as a leader and example to others.
  4. Ability to read, understand, and manipulate data and ability to present data in a compelling manner.
  5. Ability to analyze business processes and suggest improvements to achieve goals more effectively.
  6. Excellent organizational, interpersonal, public speaking, and writing/editing skills.
  7. At least intermediate proficiency with computer applications for: word processing, spreadsheets, databases, data visualization, graphic communication and presentation [Word, Excel, Outlook, Access, PowerPoint, Adobe Suite, data analysis software (Stata, R, etc.) Business Intelligence software (PowerBI, Tableau, etc.)].
  8. Ability to read and interpret federal and state policies, regulations, and statutes.
  9. Travel throughout the Commonwealth may be required occasionally. Those employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Class D Motor Vehicle Operator's license or the equivalent from another state.



Please upload resume and cover letter.


This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days, as needed.


Salary placement is determined by years of experience and education directly related to the position and the Human Resources Division’s Recruiting Guidelines. In the case of a promotional opportunity, the salary provisions of the applicable collective bargaining agreement will apply to placement within the appropriate salary range.


Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.




First consideration will be given to those applicants that apply within the first 14 days.


MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, and (B) of which at least one year must have been in a supervisory capacity, or (C) any equivalent combination of the required experience and the substitutions below.



I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required (A) experience.*


II. A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required (A) experience.*


III. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required (A) experience.*


*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.


NOTE: No substitutions will be permitted for the required (B) experience.


Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards! at https://www.mass.gov/commonwealth-employee-benefits-and-rewards


An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.


The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.


Official Title: Program Coordinator III

Functional Title: Housing Management Program Operations Supervisor 

Primary Location: United States-Massachusetts-Boston-100 Cambridge Street

Job: Administrative Services

Agency: Department of Housing & Community Development

Schedule: Full-time

Shift: Day

Job Posting: May 16, 2023, 9:33:03 AM

Number of Openings: 1

Salary: $68,016.52 - $98,517.12 Yearly

Bargaining Unit: 06-NAGE - Professional Admin.

Confidential: No

Hybrid Work Eligible: Yes

If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Jessica Molina - 8572480160