High Rise Regional Director

FirstService Residential; Los Angeles (CA); On-site; USD 120,000 - 130,000; Full time

Job summary

FirstService Residential is seeking a Regional Director - High Rise to lead management operations in a defined market. You will build and guide a high-performing team, ensure service excellence for client properties, and optimize staff and resource deployment to meet client needs.

The ideal candidate brings strong people leadership, HOA/Community Management experience, and proven onsite General Manager experience, with a track record of delivering client satisfaction and operational excellence.

Qualifications

• Strong People Leader skills.
• Excellent communication.
• Community Management experience (Preferably HOA).
• MUST HAVE: Experience as an onsite General Manager (HOA).

Responsibilities

• Attracts, develops, and retains a diverse team of managers knowledgeable in property management.
• Provides coaching and career development paths for associates.
• Mentors community managers and communicates professionalism and strong work ethic.
• Ensures tasks align with SOPs and drives measurable business results.
• Regularly reviews KPIs, budgets, and client expectations with team.
• Supervises staff supporting portfolio accounts and coordinates with developers during phasing and turnover.
• Reviews payroll approvals and ensures timely submission to payroll.
• Interviews, selects, trains, and disciplines staff as needed.
• Advises subordinates on complaints and disputes from clients.
• References Regional Director Playbook for role specifics.

Skills

People leadership

Communication

Community management

Job description

Description

Job Overview:

The Regional Director - High Riseis responsible for FirstService Residential’s Management operations in a particular market area or business segment. The Regional Director is a team builder and leader that ensures high levels of service and client satisfaction, uses FSR resources to the advantage of staff and clients, and understands the local market. Regional Directors are experts in common interest development management, excellent communicators, creative problem-solvers, inspirational motivators and promoters of FSR’s growth.

Ideal Candidate MUST HAVE: Strong People Leader skills, excellent communication, and Community Management experience (Preferably HOA).

MUST HAVE: Experience as an onsite General Manager (HOA).

Compensation: $120-130k + up to 18% annual bonus
FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

Your Responsibilities:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

People Management

• Attracts, develops, and retains a diverse team of managers knowledgeable and capable ofmeeting the property management needs of each client. Leads and collaborates withsupport team members to successfully onboard new community managers and otherassociates as needed.
• Provides ongoing support with training, coaching, and developing career paths forassociates that desire growth opportunities.
• Regularly influences and mentors community managers and their teams and communicatesthe importance of having a positive attitude, demonstrating professionalism, and maintaininga strong work ethic.
• Holds self and managers accountable for completing property management tasks andactivities in alignment with standard operating procedures and owning issues and solvingproblems in collaboration with other departments to deliver measurable business results.
• Conducts ongoing performance management activities by providing constructive feedbackand coaching through regular check-ins, structured one-on-meetings, mid-year touchpoints,and annual reviews.
• Has a regular meeting cadence to review key performance indicators, update on companyinitiatives, discuss client expectations, review financials, address training needs and overalldepartment objectives
• Supervises community management staff that support the operations of a portfolio ofaccounts. Interacts with developer clients during the phasing and turnover of projects toensure proper annexation, account set-up, account management, client (developer)communication, and other duties related to the transitioning of a new building or community.
• Reviews and approves payroll for the area of responsibility and timely submits to the payrolldepartment.
• Has the ability to interview, select, train, manage and discipline staff members and makerecommendations for disciplinary action and termination.
• Will provide advice and recommendations to subordinates in matters relating to complaintsand disputes brought about by internal and external customers.
• Supervise staff, both direct and indirect reports, including exempt and nonexempt.
• Refer to Regional Director Playbook for an additional description of the role and responsibilities of this position.

Client Retention - Maintain client satisfaction by ensuring excellent delivery of FSR’s contracted scope of services.

• Lead a team of General Managers and support staff to execute timely and responsive service to their high-rise clients.
• Through personal attendance at periodic board meetings, the Regional Director will build relationships with board members and monitor client satisfaction, understand client needs and expectations, observe staff performance and deliver constructive feedback, and provide ad-hoc leadership and hands-on problem-solving.
• Learn and use FSR’s resources and processes to ensure staff is delivering service in accordance with FSR’s standards, California Civil Code, labor laws, and other industry regulations and best practices.
• Manage Accounts Payable approvals of credit card and employee reimbursements, and other exception transactions. Perform basic accounting research using Jenark inquiries and reports.
• Generate automated Board Packet, On-line training aids, Net Promoter Survey
• Periodically review board packets for completeness, accuracy and compliance with California civil code.Ensure Community Managers are prepared for client questions.
• Periodically review client financial reports to identify potential issues, cost saving opportunities, and significant departures from budget.
• In new buildings, the Regional Director will build relationships with developer board members, and ensure accurate turnover of facilities, and administration of any special agreements between the HOA and the developer or other affected parties.