Team Lead - Site Management
JOB DESCRIPTION
The Team Lead - Site Management plays a pivotal role in driving success across the division by supporting the Division Leadership and collaborating closely with the Manager of Site Inspections. This person will be responsible for the geographical territories as assigned. This position is responsible for ensuring the effective implementation of strategies that enhance community impact and engagement, while maintaining compliance with property codes and governing documents. The Assistant Manager will make recommendations for site portfolios, working with the Manager of Site Inspections and local division leaders to address challenges and optimize service delivery. In addition to managing day-to-day operations, this role involves fostering a positive organizational culture and promoting long-term success through strategic planning and development initiatives.
Key responsibilities include facilitating communication between the Site Management Team, the Manager, and local division leaders, ensuring alignment with organizational goals, and addressing client inquiries and concerns with professionalism. The Assistant Manager will also play a crucial role in mentoring and training team members, conducting performance evaluations, and fostering a collaborative environment that encourages growth and innovation. By coordinating with local division leadership, the Assistant Manager will ensure that site management efforts are integrated with broader organizational objectives, contributing to the overall success and sustainability of the division. This position is ideal for someone who is proactive, detail-oriented, and committed to driving excellence in site management.
OTHER RESPONSIBILITIES
· Work closely with the Manager of Site Inspections to oversee daily operations to ensure efficiency and consistency across all divisions.
· Manage and oversee department operations in alignment with the company’s strategic vision and standards, ensuring continuity and excellence in service delivery.
· Possess expert-level knowledge of property codes for all markets.
· Ability to read, understand, and accurately interpret governing documents.
· Possess an in-depth understanding of the processes and backend systems, including CINC Manager, CINC Systems, the Spectrum and JellyBird apps, and CINC WebAxis.
· Support and facilitate cross-divisional support amongst teams.
· Conduct audits, review, and edit property bullet point forms at least quarterly to ensure understanding.
· Ownership and understanding of all aspects and systems for Fleet Management systems:
· Fleet Car Management –
· D/W Fleet Car Log
· Maintenance Log
· Receipt Submissions
· Fleet Car GPS
· Fleet Car Remote Parking Agreement
· Fleet Car Check-In/Check-Out
· Ability to approve small repairs when needed.
Understanding of:
· Creation of Violation Policies
· Quality Control (QC)
· Input and Review to Ensure Proper Setup of Letter Templates for Policies
· Legal Packet Submissions
· Collaborate with other Assistant Managers of Site Inspections.
Team Leadership and Development:
· Collaborate with the Manager of Site Inspections to train and lead a high-performing, motivated team, ensuring alignment with departmental goals and fostering a positive work environment.
· Build a positive and accountable workplace culture.
· Coach, develop, and mentor Site Managers.
· Identify talent and make recommendations on considerations of staff to develop the team into Sr., Mentor, and SM Compliance positions.
· Evaluate employee performance and provide feedback to the Manager of Site Inspections.
· Monitor team performance with monthly 1:1’s and Playbooks every 6 months.
· Monitor and review Drive Reports for completion, accuracy, and consistency.
· Audit and review Homeowner Correspondence through the homeowner portal and app to ensure consistent responses are being had.
· Take feedback from the Assistant Manager of Compliance on account errors and implement coaching and training.
Customer Service and Satisfaction:
· Develop and maintain strong relationships with Board Members in all divisions, acting as a trusted advisor when issues arise to ensure their needs and expectations are effectively addressed.
· Address Board Member complaints promptly and effectively, following through to ensure satisfactory resolutions and maintaining positive relationships.
· Address and resolve escalated challenges from homeowners, ensuring timely and effective solutions that enhance customer satisfaction.
· Collaborate with the Client Relations Manager to implement strategies that ensure a high level of customer satisfaction, continuously monitoring feedback and making improvements as needed.
· Analyze customer feedback routinely to identify areas for improvement and make recommendations to the Manager of Site Inspections for changes that enhance service quality.
· Regularly assess customer service practices to ensure they meet company standards and identify opportunities for enhancement.
Division Level Support:
· Develop and maintain strong relationships with Division Leadership, Community Manager teams, and Site Management teams to ensure alignment with organizational goals and priorities.
· Audit Team Schedules to ensure contractual obligations are met.
· Facilitate seamless communication and coordination among departments, supporting leadership initiatives and enhancing overall satisfaction.
· Gather and analyze feedback from Division Leadership and Community Management teams to identify areas for improvement, ensuring alignment with company goals and objectives, and collaborate with Site Management to implement solutions that effectively address their needs.
· Provide strategic support to division leaders and Community Managers, assisting in the development and execution of plans that drive organizational success.
· Address and resolve conflicts or challenges within the division promptly, fostering a positive and productive work environment.
· Support leadership and team development initiatives by identifying opportunities for growth and providing resources to enhance skills and capabilities.
· Work closely with the Manager of Site Inspections and Division Leaders to coordinate and optimize portfolio assignments, ensuring alignment with strategic objectives and efficient resource allocation.
· Work closely with the Manager of Site Inspections to create FAQs with continued training and support to Community Managers.