The Community Director provides strategic leadership, operational oversight, and coaching support to Community Managers, Assistant Directors, and other branch team members. This role serves as a key partner to the Vice President of Operations in driving client satisfaction, employee engagement, client retention, operational excellence, and financial performance.

The Community Director acts as a mentor, coach, and resource for management staff while helping ensure communities receive exceptional service. The position requires strong leadership abilities, financial acumen, relationship management skills, and a thorough understanding of community association management operations.

The Community Director serves as an additional layer of support for Community Managers and leadership teams by facilitating problem resolution, promoting accountability, developing talent, and strengthening client relationships.

Essential Duties and Responsibilities

Leadership & Team Development

• Provide direct leadership, coaching, and mentorship to Community Managers and Assistant Directors.
• Conduct regular one-on-one meetings with direct reports.
• Partner with managers to establish professional development goals.
• Support employee engagement and retention initiatives.
• Assist with performance management conversations and employee development planning.
• Provide training and onboarding support for new managers and team members.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Identify future leaders and support succession planning efforts.

Client Relations & Retention

• Build and maintain strong relationships with Board Members and key client stakeholders.
• Partner with managers to improve client satisfaction and community performance.
• Participate in client retention meetings and strategic client reviews.
• Address high-level client concerns and escalate issues as appropriate.
• Assist with resolution of complex customer service issues and board concerns.
• Support managers in navigating difficult board relationships and challenging situations.
• Monitor client satisfaction trends and proactively identify retention risks.

Operational Leadership

• Monitor branch operations and community performance metrics.
• Review community deliverables and ensure service expectations are met.
• Assist with oversight of community transitions, including onboarding and offboarding of communities.
• Support implementation of operational initiatives and process improvements.
• Review workloads and staffing needs to ensure appropriate resource allocation.
• Partner with leadership to maintain consistency across management practices.
• Serve as a resource for managers on community operations, inspections, projects, and governance matters.

Financial Oversight

• Review community financial statements and budgets with managers.
• Partner with accounting teams to address financial escalations and concerns.
• Monitor budget performance and identify areas of risk.
• Assist managers and boards with budget planning and financial discussions.
• Review reserve funding strategies and major project planning.
• Support financial accountability and stewardship across managed communities.

Talent Acquisition & Training

• Partner with Human Resources and leadership on recruitment efforts.
• Participate in interviewing and candidate selection processes.
• Assist with onboarding and training initiatives.
• Support the development of Community Manager training programs.
• Identify skill gaps and recommend development opportunities.
• Encourage professional education and industry certifications.

Strategic Planning & Business Development

• Participate in branch leadership meetings and planning sessions.
• Support business development efforts, including client presentations and relationship-building activities.
• Assist with strategic initiatives designed to improve operational efficiency, employee engagement, and client retention.
• Analyze trends, performance metrics, and operational data to make informed recommendations.
• Contribute to branch growth and organizational success.

Knowledge, Skills, and Abilities

Leadership

• Strong leadership presence and coaching ability
• Ability to motivate, develop, and hold employees accountable
• Excellent interpersonal and relationship-building skills
• Strong conflict resolution and problem-solving abilities

Business Acumen

• Strong understanding of community association management operations
• Ability to evaluate business performance and operational effectiveness
• Knowledge of strategic planning and organizational development
• Ability to prioritize competing responsibilities

Financial Skills

• Knowledge of financial statements, budgets, and reserve planning
• Understanding of financial analysis and reporting
• Ability to communicate financial information to non-financial audiences

Communication Skills

• Exceptional verbal and written communication abilities
• Professional presentation and public speaking skills
• Ability to communicate effectively with boards, homeowners, employees, vendors, and executive leadership

Technology Skills

• Proficiency in Microsoft Outlook, Excel, Word, PowerPoint, Teams, and SharePoint
• Ability to utilize reporting tools and dashboards to support decision-making
• Strong organizational and documentation skills

Ideal Community Director

The ideal Community Director is a servant leader who combines operational expertise with strong people leadership. They build trust with clients, develop high-performing teams, proactively solve problems, and create a culture of accountability and excellence. They are viewed as a trusted advisor by Boards, a coach by managers, and a strategic partner by executive leadership.

Education and Experience

Required

• 7+ years of community association, property management, or related operational leadership experience
• 3+ years of leadership, supervisory, or management experience
• Experience working directly with Boards of Directors and community stakeholders
• Experience managing escalations, client relationships, and operational performance

Preferred

• Bachelor's Degree in Business, Management, Human Resources, Finance, or related field
• CMCA designation
• AMS designation
• PCAM designation
• Experience leading multi-community portfolios

Key Performance Indicators (KPIs)

The Community Director's success may be measured by:

• Client retention rates
• Employee retention and engagement
• Training and development effectiveness
• Performance management completion
• Community deliverable compliance
• Leadership development of managers
• Client satisfaction scores
• Escalation resolution effectiveness
• Operational efficiency metrics
• Branch performance goals