Job Overview:The Operations Manager (OM) will support the Senior Community Manager (SCM) through the timely completion of assigned administrative and project duties. This position will include one Association, which will involve working closely with different departments, homeowners, and board members. An OM generates reports, processes architectural applications, issues work orders, assists with projects, conducts two (2) onsite weekly property inspections, and handles client communication and phone calls daily.Compensation: $66,560 to $67,500.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.Job Responsibilities:
Understand and have great knowledge of Association Documents – governing documents, rules and regulations, architectural standards, policies, etc.
Review and recommend revisions to the Architectural Standards annually.
Review and recommend revisions to the Enforcement Policies annually.
Take client calls, manage work order process, interact with vendors, and resolve client matters.
Interact with homeowners daily or as needed to foster a sense of community and seek to find amicable solutions for community related issues.
Assist with planning and execution of community events.
Update and produce requested reports for board packets in a clean, orderly, and professional fashion within the timeline provided by SCM.
Attend all Board of Directors meetings to report and present on areas of responsibility as well as capture action items as applicable.
Maintain, and update accurate historical data and legacy files when applicable.
Consistent use and maintenance of Connect, including, but not limited to; Violation, Work Order, Architectural, Task, and Calendar modules, Property Call Log, "Info Center", Smart Webs, and Community Profile as needed.
Review completed work when possible as performed by vendors to verify completion for quality and adherence to contract requirements.
Collaborate with patrol vendor to address community concerns when applicable.
Maintain connect resident portal and front-facing website to remain current and informative.
Draft and manage weekly e-blast to the membership with content approval from the Senior Community Manager.
Draft and manage weekly Board updates with content approval and collaboration with the SCM. Board updates should be more immediate as appropriate for urgent and sensitive matters that require Board approval and/or guidance.
Partner with the SCM to create content for Newsletters and other membership-related communications.
Support the SCM as needed to include, but not be limited to Board Packets, proposals, and annual election process.
Coordinate with assigned SCM to prepare monthly Outlook calendars for deadlines, reports, processes, and standing meetings.
Review, input, separate and handle all mail for assigned SCM.
Fax and/or scan and email documents as requested by SCM.
Coordinate all meeting logistics as required.
Submit all charge-backs for association(s) via chargeback systems, including but not limited to violation fines, and architectural submission fees per the client's management contract.
Conduct on-site inspections weekly for violation enforcement and architectural compliance.
Conduct on-site inspections weekly for association common area maintenance and repairs.
Prepare for, provide recommendations, and lead all Architectural processing and requests with the Board of Directors. Process follow-up consistent with the Association guidelines.
Organize and maintain all homeowner and administrative files and perform annual association file cleanout in accordance with company standardized document retention policy, or at the direction of the SCM.
Maintain and upload documents to ADRC/Connect as requested by SCM, or Supervisor per company policy.
Assist SCM in all administrative duties, including, but not limited to; scanning, copying, and emailing of documents as a backup to the Administrative Staff where assistance is deemed necessary by Supervisor.
Maintain an organized workspace according to company procedures.
Greet walk-in clients as appropriate.
Complete company training as assigned, attend all mandatory company functions and adhere to FirstService Residential operational procedures
Manage client meetings, site visits, meeting follow-up, violation communication and overall processes for the association as assigned.
Manage violation module, and issue written correspondence for non-addendum accounts at the direction of the SCM.
Complete payroll entries each day in accordance with employee handbook.
Must have reliable transportation and be able to drive to other work locations.
Practice and adhere to FirstService Residential Global Service Standards.
Conduct business at all times with the highest standards of personal, professional and ethical conduct.
May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
Ensure all safety precautions are followed while performing the work.
Follow all policies and Standard Operating Procedures as instructed by Management.
Perform any range of special projects, tasks and other related duties as assigned.
Other duties as assigned.
Skills & Qualifications: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.
Ability to work under tight deadlines and consistently meet deadlines.
Exhibit professionalism, professional attire and demeanor at all times.
A customer-focused mindset with a commitment to meeting the needs of homeowners.
Maintain reliable transportation to assigned clients.
Demonstrates effective communication skills consisting of oral, strong written, verbal and listening skills.
Demonstrates problem-solving abilities including having a proven ability to identify and resolve issues in a timely manner. Have quick decision-making skills in critical situations.
Ability to draft correspondence and respond to inquiries and client concerns effectively and independently.
Must be proficient with computer programs needed for specific position including Microsoft Outlook, Word, Excel, and Power Point.
Demonstrates organizational skills which include, attention to detail, and ability to independently prioritize daily workload.
Must have minimum typing speed of 40 WPM.
Must work effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title or other respectful identifier, and; respecting the diversity of our workforce in actions, words and deeds.
Education & Experience:
Must have a minimum of a GED or a High school diploma.
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 25 lbs.
Must be able to sit for extended periods of time.
Must have finger dexterity for typing/using a keyboard.
Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors and our clients
Ability to walk extensive slope and/or flat association areas and visually review landscape, building areas, recreation facilities, parks etc. to ensure proper maintenance.
Ability to work late into evenings as required for board meeting attendance.
This is a full-time position with typical scheduled hours, Monday through Friday, 8:00 a.m. 5:00 p.m. May be required to work overtime as needed and approved by supervisor, including occasional evening meetings. Consistent and regular attendance required.
Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.Tools & Equipment Used:
Valid California Driver's License and State mandated vehicle insurance, and registration.
General office equipment
Travel:
Limited if needed
What We Offer:
Medical, dental, and vision plans (full time and part time 30+ hours)
Part time 20+ hours qualify for dental and vision
401K match
Time off including vacation, sick, and company paid holidays
Pet insurance available
Verizon discount
Tuition reimbursement
Legal services
Free emotional wellbeing and daily life assistance support for all associates
Domestic partner coverage
Health savings account
Flexible spending account
About Us:FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.Disclaimer:The above information in 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.FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.
