Position Title: Regional Manager
Location: Reno, NV - Branch
Reporting To: Vice President of Community Management
Status: Exempt, Full-Time
Salary: DOE
EMPLOYEE OWNER POSITION PURPOSE:This is a leadership opportunity for an experienced community association professional who is passionate about supervising, training, and developing a team of Community Association Managers to deliver a top notch customer experience to Association clients. The Regional Manager will support their Supervisor and Leadership team in regular check-ins with clients and team members, and oversees the output of their team in meeting client deliverables and internal standards.
JOB DUTIES AND RESPONSIBILITIES:- Manages production levels of team and provides oversight to ensure all team members are meeting client deadlines
- Generally manages a team of 5-8, may or may not be supported by an Executive Community Manager or Team lead
- On occasion, may need to provide client support during absence of Community Managers
- Heavily supports the training of all levels of division portfolio management including the CAM, CAM AE, CAM ND, Sr. CAM, and ECAM roles, in system functions and processes
- In partnership with team, oversees all onboarding requirements and training plans for new team members
- Collaborate with other Department leaders to coordinate team building efforts, implement new initiatives, build employee engagement, and foster a continuous improvement mindset
- Holds recurring touch base meeting (1 on 1) with team members to oversee work product and remains proactive regarding client concerns
- Regularly reviews work product of team via available reporting, time tracking system, or board packets to ensure internal company requirements and contract standards are being followed
- Ability to assess personality and skill set of team members and assign client portfolio to fit client needs
- Conducts regular client touch base meetings and surveys to ensure optimal client satisfaction and retention
- May participate in marketing presentations with potential new clients
- Support client transitions (on/offboarding, CAM to CAM, developer control changes)
- May participate in Trust webinars or board training
- Respond to client concerns and issues of client satisfaction; bring items of concern to the attention of AVP of Community Management and/or Division Leadership Team
- Monitor attendance and schedules to ensure appropriate and adequate operating levels
- Review/approve online timekeeping per Company policy, and approve mileage and reimbursements per Division and Department policies and procedures
- Act as a conduit to bring operational concerns and issues from the team to the AVP of Community Management and/or Executive Team
QUALIFICATIONS:- 5+ years of Community Management experience
- Ability to identify and prioritize tasks
- Skilled communicator, able to support training and answer questions of team members
- Work independently, with little direction, and with accountability to Division Leadership for the end results achieved
- Demonstrate a positive attitude and ownership mentality; we believe in each employee can build his/her own future
- Ability to leverage all available resources to solve problems
- Ability to read and discern information from Association governing documents in order to maintain system information
- Ability to analyze information relating to team member performance and identify action plans as needed
- Partner with team members to troubleshoot complex community challenges
- Drive client retention through professional delivery of client deliverables from team members
- Leadership and supervisory skill set including the ability to educate and coach team members, maintain confidentiality, diffuse conflict, and consistent management of performance expectations for team members
- Ability to utilize technology including phone systems, reports, and office equipment to efficiently discharge tasks
- Ensure employee retention through mentoring, encouragement, and positive relationship building
- Ability to provide conflict resolution to personality challenges that may arise with Board members or homeowners in a calm manner
- Experience with Microsoft Office suite of products
- Professional and respectful demeanor with all staff and guests at all times
- Excellent written and verbal communication
SPECIAL POSITION REQUIREMENTS:- Must have reliable transportation to conduct site visits and be available for evenings and occasional weekend meetings
- Must be able to drive at night or in the dark if required
- Must have and maintain a valid driver's license, vehicle insurance, and driving record in compliance with Company policy
ESSENTIAL FUNCTIONS:- Use standard office equipment, including: computer, phone, copier/scanner, etc.
- Ability to stand and walk properties, at ground level, for up to 4 hours as needed to support clients
- Be stationary for periods of time
- Relocate up to (25) pounds
- Travel to and from offsite locations
SUPERVISES OTHERS? IF SO, LIST:- Team of Community Association Managers and/or support staff at varying levels of experience
SCHEDULE & TRAVEL:- Monday-Friday from approx. 8:00 am-5:00 pm
- This position may require occasional long hours to meet business needs
TMT reserves the right to modify this job description at any time based on business need.
