Job Title: Senior Regional DirectorCompany: CAPMGDepartment: Property Management
Reports to: President of Property Management
Revision Date: Position SummaryThe Senior Regional Director is a senior operational leadership position responsible for supporting the President of Operations in driving client retention, client satisfaction, operational consistency, and overall portfolio performance. The role works closely with Regional Directors and other operational leaders to identify risks, strengthen Board relationships, improve service delivery, and ensure key operational initiatives are executed consistently.
Core Responsibilities- Provide strategic leadership and operational oversight for an assigned portfolio of condominium and homeowners' associations.
- Lead, mentor, coach, and develop Community Association Managers (LCAMs) and support staff to achieve operational excellence and professional growth.
- Establish performance expectations, conduct performance evaluations, provide ongoing coaching, and develop succession plans for direct reports.
- Foster a culture of accountability, collaboration, professionalism, and exceptional customer service throughout the region.
- Partner with Community Association Managers to resolve complex operational, governance, financial, and homeowner issues.
- Build and maintain strong relationships with Boards of Directors, committee members, homeowners, developers, vendors, and business partners.
- Attend Board meetings, annual meetings, budget meetings, and membership meetings as necessary to support managers and clients.
- Provide guidance regarding governing documents, association operations, Florida statutes, and industry best practices.
- Collaborate with executive leadership and legal counsel regarding escalated community matters, risk management, and compliance issues.
- Review monthly financial statements, budgets, reserve funding, delinquency reports, and operational reports to ensure financial performance aligns with company and client expectations.
- Partner with Community Managers and Accounting to develop annual operating budgets and long-term financial planning strategies.
- Identify financial trends, operational risks, and revenue opportunities while implementing corrective action plans as necessary.
- Monitor contract compliance, vendor performance, capital improvement projects, and operational service delivery throughout the portfolio.
- Ensure consistency in company policies, operational procedures, and service standards across all assigned communities.
- Support new business development initiatives by participating in client presentations, proposal development, community interviews, and transition planning.
- Develop and maintain strong relationships within the community association industry to support business growth and client retention.
- Collaborate with Human Resources to recruit, interview, hire, onboard, and retain high-performing Community Association Managers and support personnel.
- Conduct regular one-on-one meetings, team meetings, property visits, and operational reviews to ensure continuous improvement.
- Approve scheduling, time-off requests, payroll coordination, and staffing recommendations for assigned team members.
- Promote continuous improvement initiatives designed to enhance operational efficiency, employee engagement, client satisfaction, and overall portfolio performance.
- Represent the company professionally while demonstrating leadership, integrity, accountability, and a commitment to exceptional service.
- Client Retention & Satisfaction: Lead retention efforts across the portfolio with a goal of maintaining 96% or greater client retention. Identify at-risk associations early and develop proactive recovery strategies in partnership with the President of Operations and appropriate operational leaders.
- Board & Client Relationships: Build relationships with Board Presidents and key Board members, particularly for high-risk or escalated accounts. Participate in Board meetings and client meetings when executive-level support is needed.
- Regional Director Support: Serve as a senior resource and mentor to Regional Directors, assisting with difficult client situations, operational challenges, communication, and leadership development.
- Budget Oversight: Assist with the company-wide budget tracker, monitor completion and deadlines, identify associations that are behind schedule, and work with operational leadership to resolve barriers.
- KPI Management: Monitor operational KPIs and trends, identify areas requiring improvement, and provide regular reporting and recommendations to the President of Operations.
- Quarterly Regional Director Meetings: Assist in developing and facilitating quarterly RD meetings, including retention results, KPIs, budget performance, client risks, operational priorities, and best-practice sharing.
- At-Risk Accounts: Maintain visibility into CRASH/watch-list communities and assist with documented recovery and retention plans, including clear action items, ownership, and deadlines.
- Operational Consistency: Help establish and reinforce consistent operational standards, processes, and expectations across CAPMG.
- Leadership Development: Coach and mentor Regional Directors and other operational leaders to strengthen client service, communication, organization, decision-making, and leadership skills.
- Executive Reporting: Provide the President of Operations with regular reporting on retention, client satisfaction, KPIs, budgets, staffing concerns, escalations, and significant portfolio risks.
- Cross-Functional Collaboration: Partner with Finance, Accounting, HR, Business Development, Transitions, and other departments to address issues affecting operations and client service.
- Special Projects: Lead or assist with strategic initiatives and special projects assigned by the President of Operations.
- Perform other duties as assigned.
Key Performance Expectations- Success in this position will be measured primarily through client retention and satisfaction, including achievement of a 96% or greater annual retention rate, timely identification and recovery of at-risk accounts, improvement in client-service metrics, effective operational support, and successful execution of initiatives assigned by the President of Operations.
- The Senior Regional Director serves as an extension of the President of Operations in supporting the portfolio while maintaining clear alignment with the established operational leadership structure.
Qualifications- Active Florida Licensed Community Association Manager (LCAM) license required.
- Minimum of five (5) years of Community Association Management experience required.
- Minimum of two (2) years of leadership, multi-site management, or regional management experience required.
- Bachelor's degree in Business Administration, Management, Finance, or a related field preferred.
- Strong knowledge of Florida condominium and homeowners' association operations, governing documents, and applicable Florida statutes.
- Demonstrated experience leading high-performing teams and managing multiple communities simultaneously.
- Strong financial management experience, including budgeting, financial statement analysis, reserve planning, and operational forecasting.
- Excellent leadership, communication, presentation, coaching, and relationship management skills.
- Ability to effectively manage multiple priorities while maintaining exceptional organizational and decision-making abilities.
- Advanced proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
- Experience with community association management software; CINC Systems experience preferred.
- Valid Florida driver's license and reliable transportation required.
Key Skills- Executive Leadership
- Team Development & Coaching
- Community Association Management
- Board Relations
- Financial Management & Budgeting
- Strategic Planning
- Operational Leadership
- Client Relationship Management
- Business Development
- Conflict Resolution
- Project Management
- Decision Making
- Communication & Presentation
- Vendor Management
- Regulatory Compliance
- Performance Management
- Cross-Functional Collaboration
- Process Improvement
- Problem Solving
- Organization & Time Management
- Professionalism & Accountability
Work Requirements- Hybrid position requiring regular travel throughout the assigned regional portfolio.
- Conduct frequent onsite property visits and inspections.
- Attend Board meetings, annual meetings, budget meetings, leadership meetings, and community events, including evenings and occasional weekends as business needs require.
- Sit, stand, walk community grounds, climb stairs, and work on a computer for extended periods.
- Lift office materials and supplies up to 25 pounds occasionally.
- Work outdoors during community inspections in varying weather conditions
