Director of Resident Services

Description

Job Summary/Overview

This highly visible Association Management position oversees all aspects of community operations for multiple residential communities. The Director provides strategic leadership, ensures smooth operations, maintains property values, fosters a strong sense of community, and serves as the primary liaison between residents, board members, and vendors. Success in this role requires exceptional leadership, communication, problem-solving skills, and a proactive approach to community engagement.

Essential Duties and Responsibilities

The following statements describe the principal functions of this position and the scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may be expected to perform other duties as assigned, including working in different areas to cover absences or balance the workload. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Community Leadership:

• Foster a positive and supportive work environment, empowering staff to provide exceptional resident service. This includes cultivating strong team-building and communication skills.
• Conduct regular resident engagement sessions (e.g., quarterly town hall meetings) to gather feedback on community issues, concerns, and areas for improvement.
• Oversee daily operations and departmental budgets.
• Develop and implement departmental policies and goals.
• Coordinate resident services, building maintenance, resident support, and other related departments.
• Establishes and maintains community appearance and working condition standards, including landscaping and building appearance.
• Develops and implements Standard Operating Procedures.
• Represents the organization in intercommunity affairs.
• Serves as the primary point of contact for homeowners, residents, vendors, and the board of directors.
• Ensures compliance with community rules and regulations, enforcing policies fairly and consistently.
• Resolves resident concerns, complaints, and disputes.
• Fosters a positive and inclusive community atmosphere through events and activities.
• Organizes regular resident focus group meetings.
• Oversees the implementation of community rules and policies.
• Oversees contracted projects (repaints, roofs, common areas, lawn care) and commercial maintenance contracts, including vendor bidding and resident notifications.

Administrative Leadership:

• Represent the organization at board meetings.
• Provide detailed monthly reports on operations, finances, and initiatives.
• Advises the board on policy development and strategic objective implementation.
• Manages all essential documentation (meeting minutes, contracts, insurance policies).
• Establishes and maintains a monthly Association regulatory calendar.
• Coordinates meeting notices, scheduling, elections, and annual meeting mailings.
• Coordinates Community Maintenance and Reroof/Painting schedules, including managing vendor bidding and resident assessments.

Financial Oversight:

• Manages the annual departmental budget.
• Monitors association finances, including dues collection and accounts payable/receivable.
• Provides strategic input on long-term financial planning (reserve studies, capital improvements).
• Oversees financial audits.

Regulatory Compliance:

• Ensures adherence to all applicable local, state, and federal laws and regulations (including fair housing).
• Stays informed of legislative changes impacting the association and advises the board.

Communication and Outreach:

• Facilitates clear communication between the board, management, and residents.
• Oversees community communication strategies, including publishing regular news articles.
• Promotes community involvement through events and activities.
• Develops and implements programs to enhance resident quality of life.

Departmental Management:

• Directly supervises designated employees (interviewing, hiring, training, performance management, etc.).
• Ensures a safe and productive working environment.
• Adheres to company policies and applicable laws.

Additional Responsibilities:

• Monitors and analyzes the customer experience, implementing improvement strategies.
• Leverages technology to increase efficiency and enhance the resident experience.
• Performs other duties as assigned.

Qualifications (Education, Experience, Technical Skills)

Education and Experience:

• Bachelor’s Degree in business, accounting, or related field preferred
• 8 years of proven experience in a leadership role
• CAM license required

Skills and Knowledge:

• Must be able to read, write, and understand English and have strong verbal and written communication skills
• Extensive knowledge of homeowners associations
• Leadership and management skills
• Strong organizational skills
• Proven customer service (internal and external) and interpersonal skills

Personal Attributes:

• Team builder and team player
• Emotionally intelligent
• Highly organized, “can do,” cross-functional collaborator
• Self-motivated
• Honesty and integrity
• Strong work ethic
• Continuous learner
• Commitment to diversity, equity and inclusion

Qualifications