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Senior Vice President of Community Engagement
2 months ago
Position Overview:
The Senior Vice President of Community Engagement will oversee the management, direction, and leadership necessary to ensure that the communities within the portfolio are maintained and operated in alignment with the objectives of FirstService Residential Texas.
This role involves close collaboration with Directors, Association Managers, Support Teams, Board of Directors, and developers to effectively manage and operate the communities.
Key responsibilities include facilitating solutions to issues arising between communities and internal support staff, as well as developing and implementing community strategies that foster a positive resident experience.
Exceptional management, customer service, and supervisory skills are essential.Your Key Responsibilities:
Provide training, supervision, and guidance to Association (Portfolio) Managers, Directors, and Administrative Assistants.
Formulate and execute an annual business plan for client operations aimed at expanding the portfolio and enhancing profitability.
Accountable for the P&L for Operations, ensuring adherence to budgetary guidelines while exceeding expectations through revenue-enhancing programs and client retention strategies.Collaborate with Business Development & Marketing to position FirstService Residential Texas for growth in new business opportunities.
Utilize the customer feedback program (NPS - Net Promoter Score) for ongoing improvement, maintaining or elevating scores annually.
Build and maintain relationships with current and prospective board members to achieve a client retention goal of 100%, recognizing the critical role each property plays in the long-term success of FirstService Residential Texas.Provide direct oversight to all Directors and Support Teams, reviewing service quality provided to the Association and recommending necessary adjustments to the Boards of Directors.
Offer guidance to all Directors & Support Teams regarding amendments and guidelines of governing documents, ensuring sound advice is given to boards.Deliver training, supervision, and support to Directors, Association Managers, Service Specialists, and support teams.
Ensure that all associates and vendors meet performance expectations and maintain regular communication regarding those expectations.Establish immediate rapport with any new Board of Directors through personal meetings and ongoing follow-up.
Act as a liaison between owners/residents, managers, and staff to facilitate prompt responses to inquiries and issues, including managing escalated calls as the first point of contact after the management team.
Ensure appropriate insurance coverage is secured for all properties.Conduct staff meetings as necessary.
Participate in Board meetings to provide guidance when appropriate.
Attend senior management and leadership meetings as required.
Engage in annual budget/election meetings as needed.
Conduct interviews and hire prospective directors, managers, and staff.
Perform property visits as necessary, providing Directors with recommendations and observations for property improvements, and follow up to ensure implementation.
Utilize reports from FirstService to ensure compliance with company standards, including property inspections, budget preparation, utilization of FSRConnect, work orders, and financial reviews.
Deliver exceptional customer service by responding to all calls and messages within a twenty-four (24) hour timeframe.
Ensure that the management team excels in providing outstanding service, guidance, and expertise, while effectively communicating successes through both written and verbal channels.
Review and approve payroll for the area of responsibility in a timely manner, submitting it to the payroll department for processing.Ensure the implementation of company initiatives throughout the division, including cost-saving measures and full adoption of FSRConnect.
Actively participate as a leader in the FSRConnect program, promoting the software and engaging in new rollouts.
Manage special projects as assigned.Lead the development of the portfolio team by providing training and direction.
Assist the Market President in establishing best practices to ensure top-tier customer support processes are adhered to and deadlines are met.
Foster a cohesive team environment in collaboration with other company members.Adhere to FirstService Residential Global Service Standards in all business dealings.
Conduct business with the highest standards of personal, professional, and ethical conduct at all times.
Perform a range of special projects, tasks, and other related duties as assigned.
Support the Company's philosophy and goals while adhering to Company policies.
Observe all safety standards and contribute to the Company's efforts to maintain a safe work environment.
Directly supervise and provide oversight and training to Administrative Assistants, Association Managers, and Directors.
Skills & Qualifications:
Bachelor's degree (B.A./B.S.) in Business or a related field preferred, or an equivalent combination of education and experience.
Community Association Manager License is desired.
5+ years of experience in residential condo/coop property management preferred.
3+ years of experience in leading and directly managing reports with supervisory responsibilities.
To succeed in this role, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required.
Demonstrated business acumen with the ability to lead and develop senior managers.
Experience in budget development and accountability for expenditures within the area of responsibility.
Proven ability to work collaboratively in a team environment as well as independently.
Exceptional organizational and problem-solving skills.
High degree of accuracy and attention to detail.
Excellent computer skills, including proficiency in MS Outlook, Word, Excel, and PowerPoint.
Superior verbal and written communication skills; confident in presenting to all levels.
Ability to supervise staff and make timely management decisions.
Strong problem-solving skills in critical situations, demonstrating sound judgment in determining when to involve other professionals.
Must be organized, flexible, adaptable, and consistent.
Knowledge of project management processes; multi-task oriented.
Proven critical thinking abilities.
Ability to lead and collaborate with others to meet tight deadlines.
What We Offer:
As a full-time exempt associate, you will be eligible for a comprehensive benefits package that includes multiple medical plan options, dental, and vision coverage.
Compensation:
$145,000 / year (commensurate with experience)
Disclaimer:
The information provided in this description is intended to convey the general nature and level of work performed by employees in this classification.
It is not designed to be an exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.
This is not an all-inclusive job description; therefore, management reserves the right to assign or reassign schedules, duties, and responsibilities as necessary.
