Division Vice President of Community Management

Who We Are

With a legacy spanning four decades, Action Property Management has become the premier choice for homeowner’s association management. Founded in 1984, Action began with a single client and a vision to elevate ethical and professional standards in the HOA industry. Our unwavering commitment to integrity, and professionalism coupled with our core values of excellence, innovation and care for people, continues to define us.  Today, as the largest privately owned HOA management company in the West, we proudly serve over 300 communities across 9 offices. Our success is fueled by a team of nearly 900 dedicated team members who genuinely love what they do and are dedicated to helping homeowners thrive and love where they live. 

Summary

The Division Vice President of Community Management (VP) leads and manages the performance of operations in a designated business unit across multiple regions, working to meet company goals and key performance indicators (KPIs). They are responsible for leading a team of directors and senior managers, developing strategies to boost sales, reduce costs, and enhance operational performance. A strong focus on scalable profitability, client satisfaction, adherence to standard procedures, and continuous improvement are key components of the role.

• Optimize performance of various markets to drive margin growth and expand market position through continuous monitoring of industry trends and identification of opportunities for growth.
• Direct business unit operations to ensure alignment with established standards of service across the APM brand. 
• Translate high-level business goals (EBITDA, revenue growth, etc.) into actionable metrics and reports/dashboards that track progress, influence organizational behavior, promote a forward-looking strategy, and identify operational gaps or areas for improvement. Hold team accountable for achieving KPIs, while supporting their growth and development.
• Provide guidance and education on Standard Operating Procedures (SOPs), leading the team to support the established APM model.
• Evaluate client satisfaction and performance in accordance with APM’s policies and procedures, analyzing sales and cost data, and providing tailored recommendations to business for areas of improvement.
• Responsible for pricing strategies for new and existing clients, grounded in data, clients’ budgets and willingness to pay, and competitive landscape.
• A thorough comprehension of the current business environment in the community association management, hospitality, hotel, and real estate industry is essential, along with the capacity to embrace new initiatives. Monitoring and appraising vital performance metrics and data analytics is crucial, as is providing guidance and mentorship to the operations staff and resident owners.

• Cultivate productive relationships with clients, board members, and team members. Mentor subordinate leaders within division to develop skills and ensure business growth and continuity. Offer coaching and guidance to team members to meet individual goals and objectives.
• Offer direction, guidance, and expertise to regional leaders and team members regarding all activities, new service/product introductions, resident issues, projects, and program launches. Ensures the successful implementation of all new initiatives, clients, and staff to foster sales growth.
• Coach, counsel and influence team members to drive employee engagement and create better service experience for residents, resulting in resident satisfaction with APM’s service to their community, increased business through referrals and positive image within marketplace, low staff turnover, and positive overall experience for clients and team members.
• Lead weekly, monthly, and quarterly meetings, which may include board meetings, vendor events, corporate offsites and other meetings. Engages in local events as appropriate and is present at crucial business meetings. Effectively communicates the business vision and cultivates an initiative-taking and engaged team to execute the business plan. Fosters a culture focused on high performance, exceptional service, and accountability.
• Cultivate and maintain robust relationships with board members and corporate teams, fostering productive communication and collaboration. At times may be required to assist with contract negotiations, property tours and inspections.
• Collaborate with Marketing, Technology, Accounting, Finance, HR, and other essential business areas to align strategies and goals, driving the company's progress and enhancing earnings in the pursuit of operational excellence. Aid in the development and implementation of marketing strategies, marketing events, and promotional initiatives that resonate with the brand's image and meet customer expectations.

• Own relationships with new housing developments and developers to grow existing footprint and growth opportunities for extension of markets.
• Work with the all-regional operations teams and cross-functional support teams in developing new leads for clients, onboarding clients, assessing the current growth potential of existing clients/market, and completing budgets within the designated territory.
• Drive innovation and continuous improvement in operations and identify and leverage opportunities to enhance the customer experience, increase revenue and profitability, increase operational efficiency, and optimize costs.
• Ensure adherence to all federal, state, and local laws and regulations, company policies and procedures, and agreements. The position entails staff management, including organization of staffing plans, recruitment, employee development, performance assessments, execution of performance strategies, and corrective measures.

• Participate in designated training programs to enhance knowledge and skills. Attend all scheduled training and informational sessions, CAI meetings, monthly meetings, cascade training calls, monthly business reviews, and team calls. Engage in CAI and other trade organizations through membership on committees or boards to raise awareness of the APM brand and keep a pulse on industry trends. Encourage regional leaders to engage in similar activities. 

• EBITDA Margin %: Ensure financial targets are met or exceeded through effective cost management, revenue growth, and operational efficiencies.
• Revenue Growth: Drive expansion of the portfolio through both organic growth and strategic new business development.
• Net Revenue Retention: Maintain high levels of customer satisfaction and retention, minimizing churn and identifying opportunities for upsell or cross-sell.

• The office provides a modern, technologically advanced work environment that supports a balance of in-office and remote work. Must be in the office 1-2 times per week with the ability to travel 60-75%.
• Emphasizes a collaborative atmosphere with open communication and mutual respect among team members.

• Bachelor’s degree required in Business Management, Finance, Business Administration, Hospitality Management, Business Analysis, and/or Management. Certificate programs CMCA, AMS to be obtained with the first 6 months of hire, no exceptions.
• 15+ years of HOA Management, Hospitality Management, Operations with a track record of driving business growth and profitability.
• 10+ years of experience in multi-unit Operations management, preferably high-rise business.
• 10+ years of experience in leading and managing teams, preferably within the HOA industry. Executive Leadership or Managerial experience leading leaders with medium to large teams.
• Demonstrated ability to generate and close new business while scaling operations efficiently. Experience in driving both top-line revenue growth and operational cost savings.
• Lead and influence stakeholders, boards members, and leadership teams with strong skills and gravitas to ensure execution of key goals.
• Deep knowledge of compliance as it pertains to the applicable state statutes governing community association management and operations. 
• High business and P&L management acumen; identify profit opportunities and risks, manage financial portfolios, and understand P&L reporting; oversee forecasting, budgeting, and P&L management for all clients. Ability to resolve issues and achieve goals through diverse leadership teams. Show teamwork, creativity, and decisiveness.
• Proficiency with analytics tools and dashboards to make data-driven decisions. Ability to translate complex data into actionable insights for operational and financial improvement.
• Highly motivated, autonomous, outcome-focused, committed to excellence and customer service.
• Seeks learning and advancement opportunities, embraces new activities, responsibilities, and challenges.
• Solves problems logically and methodically, analyzes and interprets financial data/information, identifies, and resolves issues, pays attention to details.
• Possess the ability to learn technology initiatives and cascade this knowledge to others. Proficient in Microsoft Office (strong Excel & Smart Sheets) and SNAP HOA software.
• Communicates clearly and effectively in different forms and with diverse audiences, detail oriented, excellent written and verbal communication.
• Travel Requirement: 60 - 75% of time.

• Experience overseeing a >$40M P&L business unit in a related industry.
• Expertise in building or improving customer experience programs.
• Advanced knowledge of data visualization tools, such as Tableau or Power BI.

• Hybrid Work Model: Flexible schedule with 1-2 office days per week at our corporate or regional offices throughout California.
• Collaborative Culture: Work in an environment that values teamwork, innovation, and mutual respect.
• Comprehensive Benefits: Competitive salary, health insurance, and 401(k) matching.
• Work-Life Balance: Enjoy unlimited PTO plus sick time, holiday pay, and your birthday holiday.
• Technology Investment: Work with the industry's leading tools and resources to ensure efficiency and empower team members to succeed.
• Commitment to Growth: Be a part of a company that prioritizes success and provides the support needed to thrive and achieve organizational goals.

Why You'll Love Working at Action

At Action Property Management, we believe in creating an environment where you truly love where you work. We offer competitive pay and ample opportunities for career growth and advancement. Our comprehensive benefits package includes medical, dental, vision, pet insurance, 401(k) with company match, and life and disability support for qualifying team members. We also provide generous paid time off, including vacation hours, sick time, and company-observed holidays for qualifying team members. We are committed to investing in the infrastructure, technology, training, and tools you need to excel in your role. Our relentless dedication to our company values and culture ensures a workplace where you feel heard, supported, and valued.  Join us at Action Property Management and make a meaningful impact. 

Action Property Management is an Equal Opportunity Employer and Supports a Drug Free Workplace. Pursuant to the San Francisco and Los Angeles Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. 

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