The Company
Are you the missing piece? As North America’s leading property management company, we know the value
of fitting in with a local team, of being part of a well-oiled machine, but empowered to act when needed. We
are looking for energetic, adaptable people who understand that they are part of something larger and want
a long-lasting career creating human connections. Our associates are the reason for our success, so we
recruit quality people who will always do what’s right and build great relationships with the residents of the
communities we serve. At FirstService Residential, we live our values every day. If you are passionate
about helping people live better lives and are looking for an environment with room for career growth, you’re
in the right place!
Job Responsibilities
The regional director will be responsible for strategically managing client relationships by providing key
business insights and expertise on all client situations that will ultimately drive loyalty, profitability and longterm client retention. A good regional director exhibits strong leadership values that epitomize the culture
of unparalleled customer service within FirstService Residential.
This individual will also oversee and create an environment of ownership and accountability for a team of
community managers responsible for delivering property management products and services to our clients
with a focus on exceptional customer service. A regional director must be adaptable and is always looking
to motivate and inspire others to do their best.
Essential Duties & 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 of meeting
the property management needs of each client. Supports the onboarding of new community
managers
Provides ongoing support with training, coaching and developing career paths for associates that
desire growth opportunities
Regularly influences and mentors community managers and their teams and communicates the
importance of having a positive attitude, demonstrating professionalism and maintaining a strong
work ethic
Holds self and managers accountable for completing property management tasks and activities in
alignment with standard operating procedures, and owning issues and solving problems in
collaboration with other departments to deliver measurable business results
Conducts ongoing performance management activities by providing constructive feedback and
coaching through regular check ins, structured one-on-meetings, mid-year touchpoints and annual
reviews
Has a regular team meeting cadence to review key performance indicators, update on company
initiatives, discuss client expectations, review financials, address training needs and overall
department objectives
Relationship Management
Works alongside the leadership team to devise client relationship management plans and
relationship building activities based on the classification and importance of each client
Executes on relationship management activities to identify client issues and opportunities and
develops detailed action plans to improve the property and client relationship, with special attention
on high risk accounts
Models company culture, values and brand promise to foster and strengthen client relationships
Acts as a brand ambassador by communicating and demonstrating the value and benefits of our
products and services
Builds strong relationships with board members who provide leadership to the communities
managed by acting as a trusted advisor, bringing key insights and solutions to specific situations
and following through on commitments with honesty and transparency
Work through, influence and understand the financial and operational goals and objectives for each
client including but not limited to: developer transition, capital improvement projects, financial
challenges, board goals and objectives
Communicates regularly and strategically with board members for the purpose of providing
information and influence to gain consensus
Partners with and leverages internal cross functional support teams to deliver high quality and
prompt customer service that is in line with client expectations
Effectively leads the communication and change management of corporate initiatives that directly
impact the community manager and the client
Oversees the onboarding of new clients and establishes go-forward service expectations
Effectively manages the seamless transition of managers on properties, to prevent any disruption
in the levels of service with the client
Operations Management
Takes ownership of controllable key performance indicators for their book of business: e.g.
customer experience, client retention, growth, profitability, manager turnover
Is accountable for managing FirstService client contracts and obtaining timely renewals
Responsible for maintaining growth and profitability of each account through the addition of new
products and services based on client needs and pricing
Participates with senior leadership to develop business plans and supports the delivery of company
initiatives to all direct reports in line with strategic objectives
Use of company tools, technology (Connect, Avid, etc.), policies, and philosophies in the role and
integration to the team and staff
Works with leadership to review manager property assignments to ensure adequate balance of
properties, appropriate workload and seamless manager transitions
Reviews board packets, financial reports and other related client deliverables in support of the
manager or as required, based on an agreed upon schedule
Regular attendance and punctuality are essential functions for the role.
Supervisory Responsibility
Community Managers, Support Staff
Education & Experience
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 an asset
Valid state driver's license and state-mandated vehicle insurance
Possesses and maintains certification from CCAM or CAI in the field of property management is
required in Florida and is preferred in the rest of the South Region
Knowledge, Skills & Proficiencies
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill and/or ability required.
Demonstrated experience in managing large, complex accounts with multiple clients and
stakeholders
Ability to translate organizational change implications and generate a change approach and
solutions that drive desired results and client satisfaction
Demonstrated success working with and managing cross-functional teams, committees and
councils in order to achieve desired results
Excellent decision making and analytical skills to effectively tackle issues or challenges that may
occur on a daily basis
Excellent communication skills to ensure clear and effective delivery of changes, solutions or
updates to the client and the community manager
Excellent leadership skills to coach, develop and motivate community managers and other direct
reports at all times
Excellent time management skills to meet deadlines and display efficiency
Physical Requirements / Working Environment
The physical demands described here are representative of those that must be met by an associate to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
Enable Individuals With Disabilities To Perform The Essential Functions.
Must be able to lift 25lbs
Must be able to sit for extended periods of time
Must have finger dexterity for typing/using a keyboard
Must be able to sit for long periods of time at a desk
Must be mobile enough to move around office
Must be able to hear in order to receive telephone calls and voice mail messages
Travel
Work will involve frequent driving/traveling to properties and different local offices for meetings and training.
Infrequent overnight travel may be required for training or region meetings.
Disclaimer
The above information on this description has been designed to indicate the general nature and level of
work performed by employees within this classification. It is not designed to contain or be interpreted as a
comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned
to this job. This is not an all-inclusive job description; therefore, management has the right to assign or
reassign schedules, duties and responsibilities to this job at any time.
