Director of Association Management & Business Development

Emerald Management & Consulting is seeking an experienced and results-driven Director of Condominium Management to join our team. This role reports to the Emerald partners and supervises the Community Association Managers (CAMS) and Association Assistants (Assistants) and collaborates with other department Directors. This is a pivotal role that demands a leader capable of tackling challenges head-on, fostering growth and partnership among team members, and creating a united and collaborative team. This is a crucial leadership role that requires strong analytical, organizational, and interpersonal skills to drive success in a dynamic and competitive industry.

The successful candidate will be a self-starter with strong organizational & leadership skills, tackle complex challenges with enthusiasm, find innovative solutions to improve operational efficiencies, and experienced in negotiation and conflict resolution. We seek a leader who will align with our ethics and values and demonstrates strong and compassionate leadership.

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Candidates must be comfortable working in an essentially paperless environment that uses technology to their full advantage. Experience in high-rise association management is desired and experience in large scale management is a plus. This position requires a candidate with proven experience managing multiple associations for a minimum of five to seven years and experience in a director's position for three to five years. We are seeking candidates with an AMS or higher designation.

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Director of Association Management & Business Development:

Management:

• Directly manage all CAMS and Association Assistants, and other association management support staff as appropriate.
• Schedule and lead CAMS and Assistant team meetings, individual coaching sessions, annual reviews with CAMS and Assistants, and counseling and disciplinary meetings as needed.
• Oversee projects involving all CAMS to ensure timely completion, including certain seasonal projects.
• Provide oversight of on-boarding of new management staff and training of new CAMS.
• Reports directly to the two partners of Emerald Management & Consulting.

Process Implementation and Compliance:

• Work with company partners and department directors to develop and implement company policies and procedures and monitor compliance. This may include reviewing board meeting packets, meeting notices and other communication, management reports, and other reports and documentation.
• Continuously review and refine existing processes to optimize efficiency, improve quality, and reduce costs.
• Instill a sense of ownership and accountability of company processes with CAMS and Assistants.
• Ensure compliance with industry regulations, company policies, and best practices.

Team Training and Development:

• Provide specific assistance to CAMS and Assistants in trouble-shooting problems for associations, such as when additional leadership and/or training is needed, or when negotiation and/or conflict resolution skills are required.
• Acquire and maintain current knowledge of state and regulatory agency statutes, policies, and procedures, and has a thorough understanding of governing, polices, and procedures. Communicate and monitor CAMS and Assistants in these matters.
• Retain a good understanding and knowledge of contract terms, renewal dates, and implementation. Work with Board members on contract questions and renewals.
• Understand legislative process and educates clients on new laws. Provide updates and input to CAMS.
• Promote a growth mindset that encourages team members to take on challenges and embrace opportunities for development.
• Identify training needs and work with direct reports to design training programs to enhance skills and knowledge.
• Nurture leadership qualities among the team, providing mentorship and coaching to empower individuals to lead their teams with the same dedication to our core values.

Performance Management:

• Set ambitious yet achievable performance goals and milestones that are in line with company values, motivating team members to strive for excellence.
• Regularly assess team performance against established goals and training needs and take corrective actions as necessary to ensure targets are met or exceeded.
• Hold annual or other periodic reviews with management staff to evaluate performance, training needs, and opportunities for improvement. Guide and mentor staff based on annual reviews and evaluations.

Budgeting and Financial Management:

• Proficient in association budget preparation, review, and regulatory requirements. Standardize and oversee the CAMS budgeting process. Reviews budgets with CAMS before they are submitted to the Boards for approval.
• Hold a good understanding of delinquency and collections processes, including foreclosures, payment plans and judgements. Trains, mentors, and reviews collection policies and procedures with CAMS and accounting team in collaboration with Director of Accounting.
• Review and analyze association financials and work with CAMS to identify opportunities to improve association financial health.
• Develop strategies to optimize, track, and increase billable time by CAMS and Assistants.

Client Satisfaction and Retention:

• Empower CAMS and Assistants to prioritize client satisfaction and retention, align service standards with company principles, and address client concerns promptly and effectively.
• Encourage a culture of empathy and understanding among team members, fostering an environment where owner feedback is valued and utilized to drive continuous improvement.
• Conduct industry research to identify emerging trends and competitors' practices. Advise company partners on opportunities for improvement and development to lead in the industry.
• Hold regularly scheduled check ins with all clients to ensure satisfaction, obtain feedback and input, and provide guidance of industry and company policies and procedures, trends and standards.
• Develop strategies to position the company competitively in the industry.

Business Development:

• Identify and research qualified potential clients.
• Create and present proposals to prospective clients, demonstrating company value, benefits, and expertise.
• Track and report to partners on the status of leads, proposals and negotiations.
• Negotiate agreement terms with prospective clients.
• Develop and manage strategic partnerships to grow business.
• Gather useful information from client and competitor data to develop additional revenue streams.
• Create and implement processes and policies to support overall business growth.

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Community Association Manager:

• General administrative functions: policy review and recommendations; procedures implementation, including common area rules, collection of assessments, amenity operations, and communications; oversee procurement of insurance; ensure Board of Directors obtains insight from qualified professionals when retaining CPAs, attorneys, reserve study specialists, landscape professionals, architects, engineers, etc.; attend meetings including Board meetings, annual meetings and budget meetings; and, maintain operations and customer service in positive effective manner.
• Maintenance of common areas: work closely with service providers; ensure contracts for services are appropriate, competitive, and performed according to specifications; oversee expense forecast and operating budget; implement preventative maintenance schedule; and evaluate and hire on-site employees versus bidding out to contractors.
• Financial management: ability to review and interpret financial reports; monitor budget, income and expenses; ability to explain budget and financial reports to Board; approve invoices in a timely and accurate manner, and only after services are verified; understand and communicate collection policy to Board and work with collection attorney for optimal outcome; and work with committee and/or Board to approve and ratify annual budget.
• Policy matters: Understand and uphold associations' governing documents; advise Board on policy matters; evaluate policies to ensure they comply with governing documents and state statute; and work with Board to update House Rules, adopt Resolutions, and amend Bylaws and/or Declaration.
• Environmental Standards: evaluate need for energy efficient equipment and lighting; plan for sustainable landscaping; seek out city, county and/or utility incentive programs for energy conservation; and research and implement conservation options such as electric vehicle charging stations and bicycle parking racks.
• Other duties as assigned by company partners from time to time.

Knowledge, Skills, and Abilities:

• Five to seven years of experience in association management and three to five years of director experience.
• Ability to plan, communicate, implement, evaluate, and adjust accordingly.
• Proactive approach to problem solving and determining opportunities for improvement.
• Proficient skills in Microsoft Office and property management software.
• Strong understanding of core manager duties and proven leadership skills.
• Negotiation skills, conflict resolution, and conflict management experience.
• Strong emotional intelligence and ability to gain trust of subordinates and direct reports.
• Manage team members by results and delegate successfully.
• Mentor, train and impart knowledge and understanding for advancement of the team.
• Maintain professional relationships within a team while providing high levels of customer service.
• Keep company and client information strictly confidential.

Essential Physical Abilities:

• Sufficient clarity of speech and hearing or other communication capabilities to discern verbal instructions and communicate effectively with others in person, via email and by telephone.
• Sufficient visual and mental acuity to comprehend written work instructions and make determination of necessary actions required to meet the presentation standards.
• Sufficient manual dexterity to operate standard office equipment.
• The selected individual must be able to perform all essential job functions with or without reasonable accommodation.

Hours, Compensation & Location:

• Full-time, salaried position; Monday - Friday, some night meetings; flexible schedule may be available.
• Compensation based on experience.
• Opportunities to earn commission on billable time and new client agreements.
• Three (3) weeks PTO begin accruing immediately upon starting.
• Up to eleven (11) paid holidays per year.
• Full benefits package available including medical, dental, vision, and life insurance with generous employer contributions; access to HSA or FSA; short-term and long-term disability insurance; and 401k with employer matching.
• Cell phone and mileage reimbursement.
• WSCAI membership and professional development assistance.
• Position is located at the company corporate office in Seattle (Tukwila), WA as well as at your home office based on a mutually agreed schedule. Applicant must live in Washington, within driving distance to the corporate office or be willing to relocate to Washington. Applicants must be willing to travel for meetings and site visits within the Puget Sound area.

This position requires a person who is eager to learn and is willing to listen openly, respond to feedback constructively, and be a proactive team member. We are looking for someone with enthusiasm for the position and a desire to work with our team to develop the skills necessary to be successful. The right team member may not have all required experience but is willing and able to learn new tasks and responsibilities. This position is immediately available for the selected candidate.