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FirstService Residential · 1 day ago

Regional Director

San Ramon, CA

Full-time

Onsite

Lead/Staff, Director/Executive

$100K/yr - $110K/yr

3+ years exp

FirstService Residential transforms the property management landscape by providing professional association management services. The Regional Director will work closely with senior leadership to manage client relationships and lead a team of community managers, ensuring exceptional customer service and adherence to company objectives.

Property ManagementReal Estate

Responsibilities

Attracts, develops, and retains a diverse team of managers knowledgeable and capable of meeting the property management needs of each client

Leads and collaborates with support team members to successfully onboard new community managers and other associates as needed

Provides ongoing support with training, coaching, and developing career paths for associates that desire growth opportunities

Regularly influences and mentors community managers and their teams and communicates the importance of having a positive attitude, demonstrating professionalism, and maintaining a strong work ethic

Holds self and managers accountable for completing property management tasks and activities in alignment with standard operating procedures and owning issues and solving problems in collaboration with other departments to deliver measurable business results

Conducts ongoing performance management activities by providing constructive feedback and coaching through regular check-ins, structured one-on-one meetings, mid-year touchpoints, and annual reviews

Has a regular meeting cadence to review key performance indicators, update on company initiatives, discuss client expectations, review financials, address training needs and overall department objectives

Supervises community management staff that support the operations of a portfolio of accounts

Interacts with developer clients during the phasing and turnover of projects to ensure proper annexation, account set-up, account management, client (developer) communication, and other duties related to the transitioning of a new building or community

Reviews and approves payroll for the area of responsibility and timely submits to the payroll department

Has the ability to interview, select, train, manage and discipline staff members and make recommendations for disciplinary action and termination

Will provide advice and recommendations to subordinates in matters relating to complaints and disputes brought about by internal and external customers

Supervise staff, both direct and indirect reports, including exempt and nonexempt

Works alongside the leadership team to devise client relationship management plans and relationship-building activities based on the classification and importance of each

Executes relationship management and client activities to identify client issues and opportunities and develops detailed action plans to improve the property and client relationship, with special attention to high-risk accounts

Models company culture, values, and brand promise to foster and strengthen client relationships

Acts as a brand ambassador by communicating and demonstrating the value and benefits of our products and services

Builds strong relationships with board members who provide leadership to the communities managed by acting as a trusted advisor, bringing key insights and solutions to specific situations, and following through on commitments with honesty and transparency

Work through, influence, and understand the financial and operational goals and objectives for each client including but not limited to developer transition, capital improvement projects, financial challenges, and board goals and objectives

Communicates regularly and strategically with board members for the purpose of providing information and influence to gain consensus

Partners with and leverages internal cross-functional support teams to deliver high-quality and prompt customer service that is in line with client expectations

Effectively leads the communication and change management of corporate initiatives that directly impact the community manager and the client

Oversees the onboarding of new clients and establishes go-forward service expectations

Effectively manages the seamless transition of managers on properties, to prevent any disruption in the levels of service with the client

Assists with contract renewals within the portfolio of responsibility

In conjunction with supervisor, strategizes account assignments within the area of responsibility

Manages at minimum one significant association account, if determined appropriate by supervisor

Attends Board of Directors meetings with those supervised, as needed

Performs a review of each community board packet and financial report in his/her area of responsibility prior to distribution to the Board

Performs a detailed review of all correspondence being generated to the entire membership of an account prior to those communications being distributed

Conducts semi-annual audits of portfolios and minute books of those supervised

Oversees and becomes involved in any potential or actual litigation with any association within his/her portfolio of responsibility

Tracks all lawsuits as assigned or in his/her portfolio of responsibility according to company policy and procedure and oversees those lawsuits when FirstService Residential is named, whether the account is a current client or not

Coordinates with other associates on the set-up of new associations, transitions of existing associations, and termination of existing associations within the area of responsibility

Supports sales and marketing efforts to gain new business including supporting and/or delivering sales presentations to potential clients

Support the sales goals for the region

Takes ownership of controllable key performance indicators for their book of business: customer experience, client retention, growth, profitability, and manager turnover

Is accountable for managing FirstService Residential client contracts and obtaining timely renewals

Responsible for maintaining growth and profitability of each account through the addition of new products and services based on client needs and pricing

Participates with senior leadership to develop business plans and supports the delivery of company initiatives to all direct reports in line with strategic objectives

Use of company tools, technology (Connect, Avid, etc.) policies, and philosophies in the role and integration to the team and staff

Works with leadership to review manager property assignments to ensure an adequate balance of properties, appropriate workload, and seamless manager transitions

Reviews board packets, financial reports, and other related client deliverables in support of the manager or as required, based on an agreed-upon schedule

Regular attendance and punctuality are essential functions for the role

Qualification

CMCACAI designationProperty management experienceLeadership skillsMicrosoft ApplicationsOrganizational skillsTraining skillsMultitaskingVerbal communicationWritten communicationTime management

Required

Demonstrates awareness of variables that could affect contract stability. This individual is a leader in developing a proactive strategy to alleviate the loss of contract or damage to the company's reputation

Demonstrates awareness of variables that could affect employee retention and/or morale. This individual is a leader in developing a strategy for retaining outstanding associates and presenting a strategy for recruiting good talent to the supervisor

Demonstrates excellent organizational and time management skills to meet deadlines and display efficiency

Exhibits excellent and proven verbal presentation and written communication skills

A minimum of three years of successful supervisory experience

Proven leadership skills

Proven ability to work well under pressure and deadlines and able to multitask

Demonstrates ability to train and educate staff

Strong knowledge of Microsoft Applications, especially Word and Excel

Must possess or be actively working towards a CMCA or other CAI designation

Must possess a college degree or commiserate experience. Has a minimum of three years of successful homeowner association property management and people management experience

Must be able to lift 40 lbs

Must be able to sit for extended periods of time

Must have finger dexterity for typing/using a keyboard

Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors, and our clients

Valid California Driver's License and State mandated vehicle insurance and registration

Ability to walk extensive slope and/or flat association areas and visually review landscape, building areas, recreation facilities, parks, etc. to ensure proper maintenance

Ability to work late into the evenings as required for board and other meeting attendance

Work is performed in a variety of environmental conditions, with exposure to outdoor temperatures, weather variations, traffic and equipment noise, equipment vibrations, vehicle and/or chemical fumes, chemicals such as cleaning solvents and grease, machinery and their moving parts, and dust

This is not a remote work position

Consistent and regular attendance is required

Hours over and above normal office hours will occur, including evenings, holidays, and some weekends