Director of Community Management

Job Title: Director of Community Management

Reports To:
Vice President of Operations/Vice President of Community Management

Location:
San Antonio, TX

FLSA Status:
Exempt

Position Summary

The Director of Community Management (DCM) is a senior leadership role responsible for overseeing and supporting a portfolio of Community Managers (CMs) to ensure the successful operation, governance, and financial health of the communities managed by Alamo Management Group (AMG). This position serves as a key leadership role, ensuring operational excellence, fostering positive client relationships, and providing guidance to CMs in alignment with AMG's values, policies, and service standards. This position additionally oversees the strategic and operational management of multiple community associations, ensuring compliance with governing documents, optimizing financial performance, and enhancing resident satisfaction. Directors align operations with the Alamo Management Group mission, drive client retention, and foster a culture of excellence in service delivery while collaborating with boards of directors, vendors, and internal departments.

This role demands a balance of strategic vision, operational expertise, and people leadership to maximize net operating income (NOI), mitigate risks, and promote innovation in community services. The position requires frequent interaction with stakeholders, including attending board meetings and handling escalations, while ensuring all activities comply with local, state, and federal regulations governing HOAs.

Key Responsibilities

Leadership & Oversight

• Supervise, mentor, and lead a team of Community Association Managers, On-Site Managers, and support staff, providing coaching for professional development and ensuring adherence to company standards.
• Conduct performance evaluations and corrective actions, while fostering a high-performance culture.
• Inspire innovation and accountability, leading change management for the roll out of new technologies, processes, or initiatives to improve efficiency and scalability.
• Participate in leadership meetings to collaborate on company-wide goals, delegate assignments, and provide regular feedback to subordinates.

• Continuously support the training programs to keep the team updated on industry best practices, services, and regulatory changes.

• Conduct weekly one-on-one meetings with CMs to review portfolio performance, address challenges, confirm deadlines are being met, and ensure client satisfaction.

• Lead weekly director reports and participate in company leadership meetings to align operational priorities.
• Audit the assigned team's portfolios for completion of updating notes in homeowner accounts to include adding data from phone calls, emails and updates from internal departments.
• Attend occasional Board of Director Regular and Annual Meetings with Community Managers to support the CM and address escalated community issues, facilitate discussions, and assist with action items and to-do lists.
• Support Community Managers by providing exceptional internal customer service in leading by example continuously.
• Support the Vice President of Operations with implementing company initiatives, policies, and strategic goals.

Client & Board Relations

• Maintain high-level relationships with board members of assigned communities, ensuring proactive communication, timely responses, and effective problem-solving. Provide advisory support on operations, finances, and strategies while respecting board authority in policy-setting.
• Advise boards on compliance with governing documents, Texas Property Code, and best practices for HOA operations.
• Handle resident inquiries, disputes, and escalations professionally, promoting superior customer service and community harmony without intervening in non-rule-related homeowner conflicts.

Operational Management

• Monitor CM workload distribution and ensure balanced portfolios for efficiency and service quality.
• Oversee timely completion of budgets, financial reviews, and vendor contract renewals.
• Ensure all communities remain compliant with AMG's internal procedures, reporting requirements, and documentation standards.
• Resolve escalated homeowner or vendor concerns in coordination with CAMs and leadership.

Compliance and Risk Management

• Ensure adherence to HOA governing documents, local laws, and industry regulations, including monitoring for architectural compliance and environmental standards.
• Conduct on-site inspections of the CM portfolios to identify deficiencies, recommend action plans, and mitigate risks in areas like safety, insurance, and legal matters.
• Maintain knowledge of contracts and ensure all parties fulfill obligations, and report issues to boards for decision-making.
• Promote ethical practices, confidentiality, and conflict resolution, aligning with AMG standards for professional conduct.

Training & Development

• Identify training needs for CMs and facilitate regular workshops, lunch-and-learns, or one-on-one coaching sessions.
• Promote professional growth by encouraging industry certifications (CMCA, AMS, PCAM).
• Foster a culture of accountability, teamwork, and continuous improvement

Financial Oversight

• Review and approve annual operating budgets for assigned communities.
• Ensure timely collection processes and coordinate with legal partners on delinquency matters when necessary.
• Monitor financial health of communities and recommend solutions to boards for long-term sustainability.

Qualifications

Required:

• Minimum 2-3 years of progressively responsible experience in HOA/condominium management, including leadership or supervisory roles.
• In-depth knowledge of community association governance, examples of but not limited to:
• Texas Property Code (Chapter 209, 202, 207)
• Election Code
• Nonprofit Organization Code
• Texas Uniform Condominium Act (TUCA) 82, & 82
• General Board of Directors operations.
• Roberts Rules of Order
• Strong leadership, interpersonal, and communication skills with the ability to build trust and rapport.
• Proficiency in association management software and Microsoft Office Suite.
• Ability to work evenings or weekends as needed for meetings or events.
• Ability to present themselves in a professional manner in all interactions.
• Ability to judge when situations arise requiring confidentiality.

Preferred:

• CMCA, AMS, or PCAM designation.
• Experience managing both single-family and condominium associations.
• Background in training, team building, and performance management.

Performance Metrics

• Portfolio satisfaction scores and client retention rates.
• Timely and accurate completion of required reporting and budgets.
• Employee engagement and retention within assigned CAM team.
• Compliance with AMG policies and governing laws.

Work Environment

This role is primarily office-based with regular travel to client communities for meetings, inspections, and events. Evening and weekend work is occasionally required.