Director of Operations for the Division of Tenant & Owner Resources (CityHAP Program)

About The Agency:
The Department of Housing Preservation and Development (HPD) oversees housing standards across all 3.7 million homes in New York City.
As the nation’s largest municipal housing agency, HPD is responsible for building and preserving affordable housing, protecting tenants from harassment and displacement, and holding landlords accountable across the five boroughs. Under Commissioner Dina Levy and the Mamdani Administration, HPD is pursuing an ambitious housing agenda focused on the needs of New York’s tenants. With a broad set of tools including standards enforcement, tenant resources, and the creation of new affordable housing, HPD is committed to making New York City a more affordable place for renters and homeowners alike.
Your Team:
The Office of Housing Access and Stability (“HAS”) consists of the divisions of Housing Opportunity, Tenant and Owner Resources, Housing Stability, Budget and Program Operations, and Program Policy and Innovation. The mission of the office is to ensure fair, efficient, and transparent access to affordable housing. The Office provides subsidies, placement services, and tools that connect New Yorkers to affordable housing and ensures vulnerable households in subsidized housing have the support they need to be safely housed. Housing Access is committed to expanding housing choices, affirmatively furthering fair housing, and stabilizing the financial health of buildings.
The Division of Tenant and Owner Resources (DTOR), within HAS, is responsible for the administration of rental subsidy programs that serves over 45,000 households and 9,000 landlords in all five boroughs. These programs include the Housing Choice Voucher (HCV), Project Based Voucher (PBV), Moderate Rehab Section 8, Moderate Rehab Single Room Occupancy (SRO), and Continuum of Care (CoC)/Shelter Plus Care (SPC), NYC 15/15, Housing Access Voucher Program (HAVP), City Housing Assistance Program (CHAP) and HOME Tenant-Based Rental Assistance (HOME TBRA).
Your Impact:
The City Housing Assistance Program (CHAP) is a city funded rental assistance program administered by the New York City Department of Housing Preservation and Development (HPD). The program provides rental assistance to low-income households with incomes at or below 50% of Area Median Income (AMI) who are at risk of homelessness, including certain rent-stabilized households facing eviction for nonpayment of rent and certain households residing in shelter who do not qualify for existing rental assistance programs. CHAP helps eligible households maintain stable, permanent housing by subsidizing their rent, with the household generally contributing 30% of its adjusted monthly income toward rent. The program provides targeted assistance to New Yorkers facing housing instability while helping preserve rent-stabilized housing and prevent homelessness.
As the Director of Operations for the Division of Tenant and Owner Resources (DTOR), you will serve as a strategic partner to the Assistant Commissioner in strengthening a large, mission-driven division working together to deliver rental subsidies for New Yorkers. You will lead efforts to build a high-performing, connected team by supporting supervisors, advancing professional growth, and ensuring consistent and meaningful performance management. Working closely with the Assistant Commissioner, the DTOR leadership team, and the HAS Staffing and Training team, you will use data and operational insight to improve processes, inform decisions, and foster a collaborative culture across a division of more than 300 staff. This is a high-trust, people-centered role for someone who brings both emotional intelligence and analytical rigor.
Your Role:
- Performance Management: Oversee the division’s performance evaluation cycle, ensuring reviews are completed on time and used as real tools for feedback, goal setting, and development.
- Supervisor Support & Development: Equip supervisors with the guidance, tools, and coaching they need to support their teams, set clear expectations, and address performance concerns early and constructively.
- Accountability & Corrective Action: Partner with supervisors, HPD Human Resources, and labor relations to manage staff performance expectations consistently and in line with agency policy.
- Training & Professional Growth: Collaborate with DTOR and HAS leadership to identify and build pathways for staff advancement and training.
- Team Cohesion & Organizational Effectiveness: Partner with the Assistant Commissioner and division leadership to strengthen communication, trust, and collaboration across units, and help lead initiatives that build a positive, team-oriented culture.
- Leadership Team Coordination: Plan and facilitate leadership meetings and retreats, ensure clear agendas and follow-through, and help align the leadership team around shared priorities.
- Data & Operational Analysis: Develop and maintain dashboards and reports (e.g., Power BI, OBIEE) to track workload, productivity, staffing, and service outcomes; use findings to identify trends and recommend operational improvements.
- Process Improvement: Assess workflows across units, streamline procedures, and implement practical solutions that improve efficiency and the customer experience for tenants and owners.
Preferred skills
- People Leadership: Demonstrated experience managing, coaching, and developing staff and supervisors in a large or complex organization.
- Performance Management Expertise: Working knowledge of performance evaluation and performance processes, ideally in a public sector or unionized environment.
- Organizational Development: Experience leading team building, change management, or culture initiatives that improve group dynamics and engagement.
- Facilitation & Interpersonal Skills: Ability to build trust, navigate sensitive conversations with tact and discretion, and bring people together around common goals.
- Data Analysis & Visualization: Proficiency with Power BI, OBIEE, Excel, or similar tools; comfort turning data into clear, actionable insights.
- Exceptional Communication: Strong written and verbal skills, with the ability to tailor messages to staff at all levels.
- Project Management: Proven ability to manage multiple priorities and drive initiatives to completion.
- Knowledge of Housing Programs: Familiarity with rental subsidy programs, tenant and owner services, or NYC government operations is a plus
Applicants must be permanent or in a comparable civil service title
ADMINISTRATIVE STAFF ANALYST ( - 1002D

1. A master's degree from an accredited college in economics, finance, accounting, business or public administration, public health, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a Juris Doctor degree from an accredited law school, and two years of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; or in management or methods analysis, operations research, organizational research or program evaluation; or in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management. Eighteen (18) months of this experience must have been in an executive, managerial, administrative, or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or
2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in “1” above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described in “1” above; or
3. An associate degree or completion of 60 semester credits from an accredited college and six years of full-time satisfactory full-time professional experience as described in “1” above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described in “1” above; or
4. A four-year high school diploma or its educational equivalent approved by a state’s department of education or a recognized accrediting organization and eight years of full-time satisfactory full-time professional experience as described in “1” above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described in “1” above; or
5. A combination of education and/or experience equivalent to “1”, “2”, “3”, or “4” above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college for one year of experience. However, all candidates must have a high school diploma and at least two years of experience as described in “1” above, including the 18 months of executive, managerial, administrative, or supervisory experience, as described in “1” above.

The City of New York 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.