Summary:

The Regional Director (RD) leads and manages the performance of portfolio operations in San Francisco, Sacramento, and Los Angeles, working to meet company goals and key performance indicators (KPIs). They are responsible for leading a team of regional/senior managers and/or community managers developing strategies to grow sales, reduce costs, and enhance operational performance. A strong focus on client satisfaction, adherence to standard procedures, and continuous improvement are key components of the role.

Key Responsibilities

Focus on day-to-day business goals and key metrics, reports, and dashboards to track progress, influence organizational behavior, promote a forward-looking strategy, and identify operational gaps or areas for improvement.
Own, develop and execute client retention strategies. Manage complex client relationships, address issues, and ensure high levels of client satisfaction.
Responsibilities include measuring day-to-day performance of hospitality team, senior, General Managers, maintenance, client accounting and other support teams to drive performance.
Understanding of community association management, hospitality, hotel, and real estate industry is essential, along with the capacity to embrace new initiatives.
Drive maintenance services, on-call team and hospitality to superior performance.
Monitoring performance metrics and data analytics is crucial, as is providing guidance and mentorship to the operations staff and resident owners.
Exhibit strong operational acumen, with the ability to optimize processes, reduce inefficiencies, and drive improvements in cost, service delivery, and client satisfaction.
Drive budget process and negotiate annual base fee increases, Exhibit A and any other increases year over year to drive performance and meet margin goals.

Building Relationships

Cultivate productive relationships with clients, board members, on-site team members, headquarters staff, and other team members of operations from other regions. Offer coaching and guidance to team members to meet individual goals and objectives.
Offers direction, guidance, and expertise to clients, staff regarding all activities, new service/product introductions, resident issues, projects, and program launches, as well as overseeing and onboarding new clients. Ensures the successful implementation of all new initiatives, clients, and staff to foster sales growth.
Coach, counsel and influence team members to drive employee engagement and create better service experience for residents, resulting in resident satisfaction with APM’s service to their community, increased business through referrals and positive image within marketplace, low staff turnover, and positive overall experience for clients and team members.
Assists with monthly and quarterly board meetings, vendor events, corporate offsites and other meetings as assigned. Engages in local events and is present at crucial business meetings. Effectively communicates the business vision and cultivates an initiative-taking and engaged team to execute the business plan. Fosters a culture focused on high performance, exceptional service, and accountability.
Cultivate and maintain robust relationships with board members and corporate teams, fostering productive communication and collaboration. At times may be required to assist with contract negotiations, property tours and inspections.
Collaborate with Marketing, Technology, Finance, HR, and other essential business areas to align strategies and goals, driving the company's progress and enhancing earnings in the pursuit of operational excellence. Aid in the development and implementation of marketing strategies, marketing events, and promotional initiatives that resonate with the brand's image and meet customer expectations.

New Development

Works with the all operations teams and cross-functional support teams in developing new leads for clients, onboarding clients, assessing current growth potential of existing clients/market, and completing budgets within the designated territory.
Work with new housing developments and developers to grow relationships with existing footprint and growth opportunities for extension of markets.
Drive innovation and continuous improvement in operations and identify and leverage opportunities to enhance the customer experience, increase operational efficiency, and optimize costs.
Ensure adherence to all federal, state, and local laws and regulations, company policies and procedures, and agreements. The position entails staff management, including organization staffing plans, recruitment, employee development, performance assessments, execution of performance strategies, corrective measures.

Self Development

Participates in designated training programs to enhance knowledge and skills. Attends all scheduled training and informational sessions, CAI meetings, monthly meetings, cascade training calls, monthly business reviews, and team calls.

Position and Work Environment

The office provides a modern, technologically advanced work environment that supports a balance of in-office and remote work. Must be in the office 1-2 times per week.
Emphasizes a collaborative atmosphere with open communication and mutual respect among team members.

Qualifications

Bachelor’s degree required in Business Management, Finance, Business Administration, Hospitality Management, Business Analysis, and/or Management. Certificate programs CMCA, AMS to be obtained with the first 6 months of hire, no exceptions.
15+ years of HOA Management, Hospitality Management, Operations with a track record of driving business growth and profitability.
10+ years of experience in multi-unit Operations management, preferably high-rise business.
10+ years of experience in leading and managing teams, preferably within the HOA industry. Executive Leadership or Managerial experience leading leaders with medium to large teams.
Must have P&L experience and understanding.
Lead and influence stakeholders, boards members, and leadership teams with strong skills and gravitas to ensure execution of key goals.
Deep knowledge of compliance as it pertains to the applicable state statutes governing community association management and operations.
High business acumen, identify profit opportunities and risks, manage financial portfolios, and understand P&L reporting. oversee forecasting, budgeting, and P&L management for all clients.
Ability to resolve issues and achieve goals through diverse leadership teams. Show teamwork, creativity, and decisiveness.
Highly motivated, autonomous, outcome-focused, committed to excellence and customer service.
Seeks learning and advancement opportunities, embraces new activities, responsibilities, and challenges.
Completes tasks despite difficulties, rarely leaves tasks unfinished. Sets and meets ambitious goals, exceeds expectations, excels at multi-tasking.
Self-assured, articulates ideas clearly, acts decisively and without hesitation.
Solves problems logically and methodically, analyzes and interprets financial data/information, identifies, and resolves issues, pays attention to details.
Possess the ability to learn technology initiatives and cascade this knowledge to others. Proficient in Microsoft Office (strong Excel & Smart Sheets) and SNAP HOA software.
Communicates clearly and effectively in different forms and with diverse audiences, detail oriented, excellent written and verbal communication.
Travel Requirement: 60 - 75% of time.

Why You'll Love Working at Action

At Action Property Management, we believe in creating an environment where you truly love where you work. We offer competitive pay and ample opportunities for career growth and advancement. Our comprehensive benefits package includes medical, dental, vision, pet insurance, 401(k) with company match, and life and disability support for qualifying team members. We also provide generous paid time off, including vacation hours, sick time, and company-observed holidays for qualifying team members. We are committed to investing in the infrastructure, technology, training, and tools you need to excel in your role. Our relentless dedication to our company values and culture ensures a workplace where you feel heard, supported, and valued. Join us at Action Property Management and make a meaningful impact.

Action Property Management is an Equal Opportunity Employer and Supports a Drug Free Workplace. Pursuant to the San Francisco and Los Angeles Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.