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. Responsibilities include overseeing assigned geographical territories, implementing strategies that enhance community impact and engagement, maintaining compliance with property codes and governing documents, and making recommendations for site portfolios. The role also involves fostering a positive organizational culture, strategic planning, mentoring team members, conducting performance evaluations, and ensuring alignment with organizational goals.

Responsibilities

• Support daily operations and ensure efficiency and consistency across all divisions in partnership with the Manager of Site Inspections.
• Oversee department operations in alignment with the company’s strategic vision and standards to ensure continuity and excellence in service delivery.
• Maintain expert-level knowledge of property codes for all markets and accurately interpret governing documents.
• Understand and operate backend systems including CINC Manager, CINC Systems, Spectrum and JellyBird apps, and CINC WebAxis.
• Facilitate cross-divisional support and collaboration among teams.
• Conduct audits and review property bullet point forms at least quarterly to ensure accuracy and understanding.
• Manage all aspects of Fleet Management systems: Fleet Car Management, D/W Fleet Car Log Maintenance, Log Receipt Submissions, Fleet Car GPS, Fleet Car Remote Parking Agreement, and Fleet Car Check-In/Check-Out; approve small repairs when needed.
• Collaborate on creation of Violation Policies, Quality Control input and review, setup of letter templates for policies, and legal packet submissions.
• Train, lead, and mentor Site Managers; identify talent for advancement into Sr., Mentor, and SM Compliance positions; evaluate employee performance and provide feedback.
• Monitor team performance through monthly 1:1s, semi-annual Playbooks, Drive Reports, and audits of Homeowner Correspondence via the homeowner portal and app.
• Implement coaching and training based on feedback from the Assistant Manager of Compliance regarding account errors.
• Develop and maintain strong relationships with Board Members, address their needs and complaints promptly, and ensure positive resolutions.
• Resolve escalated homeowner challenges and collaborate with the Client Relations Manager to implement strategies that enhance customer satisfaction.
• Analyze customer feedback routinely to identify improvement areas and recommend enhancements to service quality.
• Develop and maintain relationships with Division Leadership, Community Manager teams, and Site Management teams to ensure alignment with organizational goals.
• Audit team schedules to ensure contractual obligations are met and facilitate seamless communication and coordination among departments.
• Gather and analyze feedback from Division Leadership and Community Management teams to identify improvement areas and implement solutions.
• Provide strategic support to division leaders and Community Managers, assist in development and execution of plans, and resolve conflicts promptly.
• Coordinate portfolio assignments with the Manager of Site Inspections and Division Leaders to align with strategic objectives and efficient resource allocation.
• Work with the Manager of Site Inspections to create FAQs and provide continued training and support to Community Managers.

Requirements

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

Qualifications

• Proven skill in conflict resolution and customer service.
• Detail-oriented with a positive attitude and ability to work independently.
• Strong organizational and time management skills.
• Critical thinking, problem-solving, and analysis abilities.
• Clear and professional written and verbal communication.
• Ability to understand and carry out oral and written requests.
• Capable of multitasking and learning in a fast-paced environment.
• Customer-service mindset with ability to work as part of a team and maintain composure during peak times.

Benefits

• First-year on-site work requirement followed by a hybrid model based on role and business needs.
• Recognized as a Best Places to Work since 2007 and 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.
• 5 weeks of PTO, 40 paid hours per year for community service activities, and 11 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 in-house medical clinic (San Antonio office; virtual appointments for other offices).
• Well-structured career track plan with a 6-month review.

Pay

Annual salary of $50,000 with performance reviews and increases every 6 months.

Schedule

Company fleet car provided.