Director of Community Management

Job Description

Job Description

Position Summary

The Director of Community Management is a senior leadership role responsible for the strategic oversight, performance, and professional development of our community management portfolio. This position provides executive-level guidance across the organization's managed communities, ensuring consistent service delivery, governance integrity, financial stewardship, and operational excellence.

This role is designed to operate above traditional portfolio management. The Director functions as a strategic leader and organizational resource — guiding community managers, supporting boards of directors, managing escalations, and driving alignment with company standards and long-term goals. The position requires independent judgment, executive presence, and the ability to lead across a diverse range of community types and client relationships.

Primary Areas of Responsibility

• Portfolio Oversight & Management Performance
• Team Leadership & Professional Development
• Governance, Compliance & Risk Management
• Financial Oversight & Strategic Planning
• Client Relations & Board Support

I. Portfolio Oversight & Management Performance Strategic Leadership

• Provide senior-level oversight of the community management portfolio, ensuring consistent, high-quality service delivery across all managed associations.
• Establish and maintain performance standards, workflows, and operational best practices across the management team.
• Serve as the organizational escalation point for complex community issues, board concerns, and operational challenges.
• Identify trends, risks, and opportunities across the portfolio and report findings to executive leadership.

Operational Standards

• Ensure all managed communities are operating in alignment with governing documents, company policies, and applicable state statutes.
• Monitor portfolio-wide operational performance, including vendor management, maintenance programs, compliance enforcement, and communication standards.
• Support managers in resolving difficult or high-stakes situations, providing guidance without assuming routine operational responsibility.

II. Team Leadership & Professional Development

• Lead, mentor, and develop the community management team, fostering a culture of accountability, professionalism, and continuous improvement.
• Provide clear direction on priorities, delegation, and workload management to ensure appropriate focus and capacity across the team.
• Conduct regular performance reviews, establish development goals, and support career growth for direct reports.
• Reinforce company culture, customer service expectations, and professional standards at all levels of the team.
• Support hiring decisions, onboarding alignment, and staffing structure recommendations in partnership with executive leadership.

III. Governance, Compliance & Risk Management

• Advise boards of directors on governance best practices, fiduciary responsibilities, and applicable legal requirements.
• Ensure consistent interpretation and enforcement of CC&Rs, bylaws, rules, and adopted policies across the portfolio.
• Identify and mitigate operational, financial, legal, and reputational risks proactively.
• Serve as liaison with legal counsel, insurance professionals, and regulatory contacts as needed.
• Ensure company-wide compliance with state statutes and industry standards governing community association management.

IV. Financial Oversight & Strategic Planning

• Provide oversight and guidance on budget development, financial reporting, and reserve planning across the portfolio.
• Review financial performance trends and advise managers and boards on cost control, risk exposure, and capital planning strategies.
• Support managers in delivering accurate, timely financial information to their respective boards.
• Advise on major expenditures, vendor contracts, and capital improvement planning at the portfolio level.

V. Client Relations & Board Support

• Serve as a senior relationship manager for key client accounts, providing stability and executive-level engagement.
• Attend board meetings as needed to provide strategic guidance, manage escalations, or reinforce governance alignment.
• Manage sensitive client relationships with professionalism, discretion, and a solutions-oriented approach.
• Represent RPM's brand, values, and service standards in all client-facing interactions.

VI. Decision-Making Authority

• Authorized to make leadership and operational decisions within approved policies and company guidelines.
• Empowered to address urgent issues impacting portfolio performance, client relationships, or company reputation.
• Escalates significant financial, legal, or policy matters to executive leadership as appropriate.

VII. What This Role Is Not Responsible For

To ensure clarity and sustainability, this role is not responsible for:

• Routine administrative or task-level functions that fall within individual manager responsibilities.
• Day-to-day front-line community operations or resident-facing management duties.
• Absorbing unmanaged workload due to staffing gaps without executive alignment.
• Acting outside approved authority for legal, financial, or policy decisions.

This role is intentionally designed to focus on leadership, oversight, and strategy rather than task-level execution.

VIII. Performance Goals & Key Performance Indicators Portfolio Performance

• Consistent service delivery and operational standards maintained across all managed communities.
• Reduction in escalations, complaints, and crisis-driven decisions at the portfolio level.
• Financial health and budget adherence across managed associations.

Team Leadership

• Improved team engagement, clarity of role, and staff retention.
• Effective delegation and workload distribution across the management team.
• Measurable professional growth and accountability of direct reports.

Client & Board Relations

• Board satisfaction and confidence in RPM's leadership and communication.
• Positive client retention and reduced board-level conflict or confusion.
• Strong executive presence and representation of RPM's brand and values.

Governance & Risk

• Fewer compliance issues and insurance claims across the portfolio.
• Proactive identification and resolution of governance and operational risks.

IX. Role Success Definition

Success in this role is defined by:

• A well-led, high-performing community management team operating with clarity and confidence.
• Boards and clients who feel supported, informed, and confident in RPM's leadership.
• A portfolio characterized by stable governance, financial integrity, and operational excellence.
• Reduced risk, fewer crises, and a culture of proactive decision-making across the organization.
• Strong executive presence balanced with operational accountability and team development.