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Westward360 · 1 day ago

Senior Vice President, Community Management

Chicago, IL

Full-time

Onsite

Director/Executive

$120K/yr - $140K/yr

Westward360 is a leader in the Community Management industry, seeking a Senior Vice President, Community Management to oversee and evolve their community management division. This role is responsible for driving revenue growth, improving operational efficiency, and ensuring exceptional client experiences across all markets.

Real Estate

Responsibilities

Serve as executive leader for the Community Management division, reporting directly to the Management Company President (MCP)

Provide ongoing insight, recommendations, and performance updates to the MCP and Executive Leadership Team

Implement and reinforce company vision, culture, and values across the CAM division

Identify opportunities to enhance, retool, and scale community management products and services to meet evolving market and client needs

Drive predictable, recurring revenue through optimized management contracts and value-added services

Ensure contractual structures balance client expectations, staff workload, and company profitability

Partner with Sales & Marketing to develop new programs and offerings that expand market share among both new and existing clients

Support development of differentiated services that create win-win-win outcomes for clients, employees, and the organization

Continuously assess and enhance service delivery models, staffing structures, and operational workflows

Ensure community management services are accurate, efficient, easy to engage with, and clearly differentiated in the marketplace

Oversee CAM operational performance, efficiency, and consistency across all regions

Monitor and adjust CAM loads to ensure profitability, balanced workloads, and service quality, in collaboration with Finance, Operations, and regional leadership

Establish standardized policies, reporting, and guidance to support load utilization and strategic staffing decisions

Partner closely with the Vice President of Client Success to strengthen client retention and elevate the customer experience

Use NPS data, client feedback, and performance metrics to improve service delivery and long-term loyalty

Work with General Managers to develop and execute client retention strategies and escalation management plans

Serve as the final point of escalation for Vice Presidents and General Managers of CAM, ensuring escalation pathways are defined, followed, and resolved effectively

Attend board meetings as needed to support client relationships and strategic outcomes

Review budgets, financial projections, and performance metrics; approve additional expenses and one-off project requests as appropriate

Collaborate with the VP of CAM Accounting to ensure quality, accuracy, and consistency of community financials

Assist the MCP and CFO with department budgeting, forecasting, and long-term financial planning

Support Executive Leadership in identifying and developing new revenue streams

Directly lead and develop Vice Presidents and General Managers of CAM

Task leaders with developing and executing strategic initiatives and ensure follow-through across divisions

Attend and lead weekly and ongoing CAM divisional meetings

Identify areas of development within the CAM division and implement policies, procedures, and training to address performance gaps

Promote cross-training, best-practice sharing, and collaboration across departments

Encourage a customer-centric, accountable, and performance-driven culture

Qualification

Executive leadership experienceFinancial acumenCommunity management expertiseOperational leadershipTechnology proficiencyCross-functional collaborationSolutions-oriented mindsetCustomer-centric approachEntrepreneurial driveAlignment with valuesTraining implementationCommunication skillsNegotiation skillsPresentation skillsRelationship-building skillsTeam leadership