Assistant Manager - HOA Site Management

About the role

The Assistant Manager – Site Management plays a pivotal role in driving success across the division by supporting Division Leadership and collaborating closely with the Manager of Site Inspections. This person is responsible for assigned geographical territories, ensuring the effective implementation of strategies that enhance community impact and engagement while maintaining compliance with property codes and governing documents. The Assistant Manager makes recommendations for site portfolios, working with the Manager of Site Inspections and local division leaders to address challenges and optimize service delivery. In addition to managing day-to-day operations, this role fosters a positive organizational culture and promotes long-term success through strategic planning and development initiatives.

Key responsibilities include facilitating communication between the Site Management Team, the Manager, and local division leaders; ensuring alignment with organizational goals; and addressing client inquiries and concerns with professionalism. The Assistant Manager mentors and trains team members, conducts performance evaluations, and fosters a collaborative environment that encourages growth and innovation. By coordinating with local division leadership, the Assistant Manager ensures that site management efforts are integrated with broader organizational objectives, contributing to the overall success and sustainability of the division.

Responsibilities

• Work closely with the Manager of Site Inspections to oversee daily operations and ensure efficiency and consistency across all divisions.
• Manage and oversee department operations in alignment with the company’s strategic vision and standards, ensuring continuity and excellence in service delivery.
• Maintain expert-level knowledge of property codes for all markets and accurately interpret governing documents.
• Possess an in-depth understanding of backend systems, including CINC Manager, CINC Systems, the Spectrum and JellyBird apps, and CINC WebAxis.
• Support and facilitate cross-divisional support among teams.
• Conduct audits and review/edit property bullet point forms at least quarterly to ensure understanding.
• Own and understand all aspects and systems for Fleet Management, including:
  • Fleet Car Management – D/W Fleet Car Log Maintenance Log
  • Receipt Submissions
  • Fleet Car GPS
  • Fleet Car Remote Parking Agreement
  • Fleet Car Check-In/Check-Out
• Approve small repairs when needed.
• Understand creation of Violation Policies, Quality Control (QC) input and review to ensure proper setup of letter templates for policies, and legal packet submissions.
• Collaborate with other Assistant Managers of Site Inspections.
• Train and lead a high-performing, motivated team in alignment with departmental goals and foster a positive work environment.
• Build a positive and accountable workplace culture; coach, develop, and mentor Site Managers; identify talent and make recommendations for staff development into Senior, Mentor, and Site Manager Compliance positions.
• Evaluate employee performance and provide feedback to the Manager of Site Inspections.
• Monitor team performance with monthly 1:1s and Playbooks every six months; monitor and review Drive Reports for completion, accuracy, and consistency.
• Audit and review homeowner correspondence through the homeowner portal and app to ensure consistent responses.
• Implement coaching and training based on feedback from the Assistant Manager of Compliance regarding account errors.
• Develop and maintain strong relationships with Board Members in all divisions, acting as a trusted advisor when issues arise to ensure their needs and expectations are addressed.
• Address Board Member complaints promptly and effectively, ensuring satisfactory resolutions and maintaining positive relationships.
• Address and resolve escalated challenges from homeowners, ensuring timely and effective solutions that enhance customer satisfaction.
• Collaborate with the Client Relations Manager to implement strategies that ensure a high level of customer satisfaction; continuously monitor feedback and make improvements as needed.
• Analyze customer feedback routinely to identify areas for improvement and make recommendations to the Manager of Site Inspections for changes that enhance service quality.
• Regularly assess customer service practices to ensure they meet company standards and identify opportunities for enhancement.
• Develop and maintain strong relationships with Division Leadership, Community Manager teams, and Site Management teams to ensure alignment with organizational goals and priorities.
• Audit team schedules to ensure contractual obligations are met.
• Facilitate seamless communication and coordination among departments, supporting leadership initiatives and enhancing overall satisfaction.
• Gather and analyze feedback from Division Leadership and Community Management teams to identify areas for improvement, ensuring alignment with company goals and objectives, and collaborate with Site Management to implement solutions.
• Provide strategic support to division leaders and Community Managers, assisting in the development and execution of plans that drive organizational success.
• Address and resolve conflicts or challenges within the division promptly, fostering a positive and productive work environment.
• Support leadership and team development initiatives by identifying opportunities for growth and providing resources to enhance skills and capabilities.
• Work closely with the Manager of Site Inspections and Division Leaders to coordinate and optimize portfolio assignments, ensuring alignment with strategic objectives and efficient resource allocation.
• Create FAQs with continued training and support to Community Managers.

Requirements

• Valid driver’s license, auto insurance, and a safe driving record.
• Computer literacy with Microsoft Word and Excel; ability to enter data into databases and iPads.

Desired Skills

• Proven skill in conflict resolution and customer service.
• Detail-oriented with a positive attitude.
• Influential culture champion with critical thinking.
• Strong organization and time management.
• Problem-solving and analysis.
• Clear and professional written and verbal communication.

Abilities

• Ability to understand and carry out oral and written requests.
• Ability to multitask and learn in a fast-paced environment.
• Customer-service minded with the ability to work as part of a team and maintain a calm demeanor during customer interactions and peak times.

Benefits

• Recognized as a Best Places to Work since 2007.
• Fastest Growing Company – Fast Track 50 in 2020.
• San Antonio-based homeowners’ association management company; privately owned with over 20 years in business and no layoffs during that period.
• Work/life balance with five weeks of PTO for rest, travel, family, and hobbies.
• Forty paid hours per year for community service activities.
• Eleven annual paid holidays.
• Internal learning and development management system.
• Full suite of benefits including medical, dental, vision, STD/LTD, life/AD&D, and a 401k program.
• Free medical clinic in-house (in the San Antonio office; virtual appointments for other offices).
• Well-structured career track plan with a six-month review.
• Company fleet car provided.

Pay

Annual salary of $50,000 with reviews and performance increase opportunities every six months.