Regional Director- Business Operations

$110,000 - $120,000/Yr

FirstService Residential - Collegeville, PA

Full-time - Mid Level

Collegeville, PA

1,001-5,000 employees

Real Estate

About the position

As a Regional Director at FirstService Residential, you will be responsible for overseeing the operation and performance of business units by strategically managing client relationships and providing key business insights and expertise on all client situations. Your role is crucial in driving loyalty, profitability, and long-term client retention. A successful regional director embodies strong leadership values that reflect the culture of unparalleled customer service within the organization. You will create an environment of ownership and accountability for a team of community managers who are tasked with delivering property management products and services to clients, with a strong emphasis on exceptional customer service. In this position, you will lead and manage a team of managers across multiple locations, monitoring and analyzing key performance indicators to identify areas for improvement. You will foster a culture of excellence, teamwork, and continuous improvement while ensuring compliance with company policies, procedures, and regulatory requirements. Your responsibilities will include executing relationship management activities to identify client issues and opportunities, developing detailed action plans to enhance property and client relationships, and acting as a brand ambassador by communicating the value and benefits of our products and services. You will build strong relationships with board members who provide leadership to the communities managed, acting as a trusted advisor and bringing key insights and solutions to specific situations. Additionally, you will take ownership of controllable key performance indicators for your book of business, ensuring customer experience, client retention, growth, and profitability. Attracting, developing, and retaining a diverse team of managers capable of meeting the property management needs of each client will be a key focus, along with supporting the onboarding of new community managers and providing ongoing training and career development opportunities.

Responsibilities

• Lead and manage a team of managers across multiple locations.
• Monitor and analyze key performance indicators to identify areas for improvement.
• Foster a culture of excellence, teamwork, and continuous improvement.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Execute relationship management activities to identify client issues and opportunities and develop detailed action plans.
• Model company culture, values, and brand promise to strengthen client relationships.
• Act as a brand ambassador by communicating the value and benefits of products and services.
• Build strong relationships with board members and act as a trusted advisor.
• Influence and understand the financial and operational goals for each client.
• Take ownership of controllable key performance indicators for the book of business.
• Manage FirstService client contracts and obtain timely renewals.
• Maintain growth and profitability of each account through new products and services.
• Attract, develop, and retain a diverse team of managers.
• Support the onboarding of new community managers.
• Provide ongoing support with training, coaching, and developing career paths for associates.
• Mentor community managers and their teams, emphasizing professionalism and work ethic.
• Hold self and managers accountable for completing property management tasks.

Requirements

• Bachelor's degree in business or related field from an accredited college or university.
• 5 to 7 years' experience in property management, construction, or hospitality preferred.
• Experience in operations, account management, or relationship management is an asset.
• Valid state driver's license and state-mandated vehicle insurance.
• Possesses and maintains certification from CCAM or CAI in property management strongly desired.
• Critical thinking, problem solving, judgment, and decision-making abilities are necessary.
• Proficiency in computer programs like Microsoft Office, Outlook, and Windows required.
• Ability to work with sensitive and/or confidential information.

Nice-to-haves

• Experience in hospitality management.
• Familiarity with property management software.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Paid holidays
• Time off benefits