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 position is responsible for assigned geographical territories, ensuring effective implementation of strategies that enhance community impact and engagement while maintaining compliance with property codes and governing documents. The Assistant Manager will recommend improvements to site portfolios, working with the Manager of Site Inspections and local division leaders to address challenges and optimize service delivery. Additional responsibilities include fostering a positive organizational culture, mentoring team members, conducting performance evaluations, and promoting long-term success through strategic planning and development initiatives.

Responsibilities

• Support the Manager of Site Inspections in overseeing daily operations to 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 in-depth understanding of processes and 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 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, 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, ensuring alignment with departmental goals and fostering a positive work environment.
• Build a positive and accountable workplace culture; coach, develop, and mentor Site Managers.
• Identify talent and recommend 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 through monthly 1:1s and Playbooks every six months; review Drive Reports for completion, accuracy, and consistency.
• Audit and review homeowner correspondence via 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 across all divisions, acting as a trusted advisor to address issues and ensure their needs and expectations are met.
• Address Board Member complaints promptly and effectively, ensuring satisfactory resolutions and maintaining positive relationships.
• Resolve escalated homeowner challenges with timely and effective solutions to enhance customer satisfaction.
• Collaborate with the Client Relations Manager to implement strategies that ensure a high level of customer satisfaction; monitor feedback and make improvements as needed.
• Analyze customer feedback routinely to identify areas for improvement and recommend changes to the Manager of Site Inspections to enhance service quality.
• Assess customer service practices regularly to ensure they meet company standards and identify enhancement opportunities.
• Develop and maintain strong 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.
• 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 improvement areas, ensuring alignment with company goals and objectives.
• Collaborate with Site Management to implement solutions that address division needs.
• 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 to foster a positive and productive work environment.
• Support leadership and team development initiatives by identifying growth opportunities and providing resources to enhance skills and capabilities.
• Coordinate with the Manager of Site Inspections and Division Leaders to optimize portfolio assignments, ensuring alignment with strategic objectives and efficient resource allocation.
• Work with the Manager of Site Inspections to create FAQs, provide continued training, and support 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.

Desired Skills

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

Benefits

• Comprehensive benefits package including Medical, Dental, Vision, STD/LTD, Life/AD&D, and a 401k program.
• First year requires working out of the local office; hybrid model possible after one year based on manager approval.
• 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 with over 20 years in business and no layoffs.
• Work/life balance with five weeks of PTO, 40 paid hours per year for community service activities, and 11 paid holidays.
• Internal Learning and Development Management System.
• Free in-house medical clinic (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.