Community Services Lead: SLA-Driven Ops & People Growth

FirstService Residential; Dallas (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

FirstService Residential in Dallas is seeking a Manager, CSS to lead the Client Support Services team. You will oversee Team Leads/Supervisors and about 20 associates, collaborating with Property Management to meet business needs with accuracy and timeliness.

You will drive continuous improvement, coach for development, interpret dashboards, manage SLA/KPI, and implement process changes. Travel to other locations may be required per business needs.

Qualifications

• Bachelor's degree in business or related field preferred or equivalent experience.
• Advanced proficiency in Windows and Microsoft Office (Outlook, Word, Excel, Visio).
• Experience in data analytics, goal setting and performance management.

Responsibilities

• Lead CSS team including Team Leads/Supervisors and ~20 associates.
• Oversee service requests, ensure SLA/KPI adherence and prompt issue resolution.
• Coach and develop staff; drive continuous process improvements.
• Coordinate with Property Management and RSS leaders for cross-functional collaboration.
• Interpret dashboards and analytics to drive team performance and decisions.
• Create/update SOPs and process flows; manage timecards and schedules.

Skills

Team management

Data analytics

Performance management

Communication

Project coordination

Education

Bachelor's degree in business or related field

Tools

Zendesk

MS Office

Job description

FirstService Residential in Dallas is seeking a Manager, CSS to lead the Client Support Services team. You will oversee Team Leads/Supervisors and about 20 associates, collaborating with Property Management to meet business needs with accuracy and timeliness.

You will drive continuous improvement, coach for development, interpret dashboards, manage SLA/KPI, and implement process changes. Travel to other locations may be required per business needs.