HOA Site Management - Assistant Manager

About the role

The Team Lead – Site Management plays a pivotal role in driving success across the division by supporting the Division Leadership and collaborating closely with the Manager of Site Inspections. This person will be responsible for the geographical territories as assigned, ensuring the effective implementation of strategies that enhance community impact and engagement while maintaining compliance with property codes and governing documents. The Assistant Manager will make 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 involves fostering a positive organizational culture and promoting long-term success through strategic planning and development initiatives.

Responsibilities

• Support 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.
• Provide expert-level knowledge of property codes for all markets and accurately interpret governing documents.
• 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
  • Ability to approve small repairs when needed
• Understand and support:
  • Creation of Violation Policies
  • Quality Control (QC) Input and Review to Ensure Proper Setup of Letter Templates for Policies
  • 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 make recommendations on staff development into Sr., Mentor, and SM Compliance positions.
• Evaluate employee performance and provide feedback to the Manager of Site Inspections.
• Monitor team performance with monthly 1:1s and Playbooks every 6 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.
• Address Board Member complaints promptly and effectively, ensuring satisfactory resolutions and maintaining positive relationships.
• 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.
• Analyze customer feedback routinely to identify areas for improvement and make recommendations to the Manager of Site Inspections.
• 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.
• Audit Team Schedules to ensure contractual obligations are met.
• Facilitate seamless communication and coordination among departments, supporting leadership initiatives.
• Gather and analyze feedback from Division Leadership and Community Management teams to identify areas for improvement and 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.
• Support leadership and team development initiatives by identifying opportunities for growth and providing resources.
• Coordinate and optimize portfolio assignments in alignment with strategic objectives and efficient resource allocation.
• Work with the Manager of Site Inspections to 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.

Qualifications

• Proven skill in conflict resolution and customer service.
• Detail-oriented with a positive attitude.
• Influential culture champion with critical thinking and strong organization and time management skills.
• Problem-solving and analysis abilities.
• Clear and professional communication, both written and verbal.
• Ability to understand and carry out oral and written requests.
• Ability to multitask and learn in a fast-paced environment.
• Customer-service mindset with the ability to work as part of a team and maintain a calm demeanor during customer interactions and peak times.

Benefits

• Recognized as one of the 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 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 medical clinic in-house (in the San Antonio office; virtual appointments for other offices).
• Well-structured career track plan with a 6-month review.
• Company fleet car provided.

Pay

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

Schedule

For the first year, required to work out of the local office; after the first year and as determined by your manager, may transition to a hybrid schedule under the Hybrid Empowerment Plan.