For over 30 years, CVR's team of professionals has provided technical assistance and program management to affordable housing programs across the country. Our staff works diligently to meet the needs of our clients and to continuously grow and preserve affordable housing for our nation’s most vulnerable populations. CVR prides itself on providing extensive training, mentoring, and succession planning to its employees. CVR has made a significant impact on the community by assisting families in securing affordable housing.
The CVR team is composed of CPAs, MBAs, attorneys, architects, engineers, urban planners, and housing professionals. We continue to expand, adding to our team across the nation. CVR has offices in Atlanta, Chicago, Milwaukee, New York, San Francisco and Tampa, to name a few.
Position Title: PBV/Customer Service Manager | Employment Type: Full-Time | Exempt
Location: Milwaukee, WI | Fully-Onsite
Make an Impact Where It Matters Most
Are you a dynamic leader with a passion for housing programs and customer service? Are you ready to manage a high-performing team while ensuring families in need receive the support they deserve? If so, we want you to bring your energy and expertise to our team as a PBV/Customer Service Manager.
In this role, you’ll be the driving force behind our Project-Based Voucher (PBV) team and Customer Service operations. You’ll lead a group of Housing Specialists and Customer Service Representatives, ensuring they meet program expectations while delivering a seamless experience to tenants and landlords alike.
What You'll Do
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Oversee daily operations of the PBV and Customer Service teams
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Set clear expectations, monitor productivity, and ensure accuracy in program delivery
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Coach, train, and mentor team members to grow professionally and serve with excellence
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Drive the development and implementation of improved procedures, policies, and training materials
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Track performance using automated tools and provide regular reports
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Facilitate briefings with tenants and resolve escalated concerns
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Collaborate with leadership on quality control and continuous improvement efforts
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Support program compliance, policy updates, and federal housing regulations
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Lead by example and help build a culture of accountability, integrity, and service
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What You Bring
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Strong knowledge of the Housing Choice Voucher Program, especially PBV operations
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Proven ability to lead teams, drive results, and manage competing priorities
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Confidence in handling data, metrics, and performance improvement plans
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Excellent communication skills—written, verbal, and interpersonal
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A commitment to equity, inclusion, and exceptional customer service
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Experience with Microsoft Office and case management systems
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Qualifications
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Bachelor’s degree in business, public administration, or social services preferred
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3–5 years of experience in HCV programs or low-income housing services
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Prior supervisory or team leadership experience
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Ability to work in a high-volume, deadline-driven environment
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Why Join Us?
You'll be part of a mission-driven team that values collaboration, community impact, and professional development. We offer opportunities to grow, make a difference, and help shape the future of affordable housing services.
