• Lead, coach, and develop Regional Managers, establishing clear expectations for performance, accountability, communication, and follow-through.
• Conduct consistent one-on-one meetings, portfolio reviews, and account-health discussions with assigned Regional Managers.
• Verify the quality and accuracy of Regional Manager account oversight rather than relying solely on completed checklists or self-reported status updates.
• Help Regional Managers strengthen their judgment, leadership presence, financial understanding, client-management skills, and ability to resolve issues independently.
• Identify performance gaps and establish measurable coaching or improvement plans.
• Lead ongoing performance management and coordinate formal corrective action with the RVP, SVP and Human Resources when appropriate.
• Support succession planning, leadership development, onboarding, and training for Regional Managers and other operational leaders.
• Promote consistency and accountability across the Regional Manager team while adapting support to individual leadership and development needs.

• Review account and portfolio-level financial indicators to identify operational risks, unfavorable trends, and opportunities for improved performance.
• Hold Regional Managers accountable for understanding the financial health, contractual requirements, and service models of their assigned accounts.
• Support the RVP and SVP in monitoring regional financial performance, staffing efficiency, and profitability.
• Partner with senior leadership to evaluate proposal pricing, staffing models, management fees, and operational assumptions.
• Help ensure pricing and staffing recommendations support client needs while remaining aligned with company financial objectives.
• Identify financial concerns early and escalate significant risks with supporting information and recommendations.
• Assist with new community onboarding, transitions, and operational consulting to promote successful launches and sustainable performance.

• Participate in sales presentations, property tours, operational assessments, and due-diligence meetings as a senior operational representative.
• Partner with Sales and Marketing on proposals, requests for proposals, staffing models, and operational recommendations.
• Support client renewals and organic growth by maintaining strong relationships and demonstrating Action’s operational capabilities.
• Attend selected industry events, association meetings, and networking functions to strengthen Action’s visibility and professional relationships.
• Identify potential growth opportunities encountered through existing client relationships and communicate them to the RVP, SVP and Sales team.
• Represent Action professionally and reinforce the company’s brand, service standards, and market credibility.

• Partner with Human Resources, Accounting, Hospitality, Engineering, Maintenance, Information Technology, Legal, Insurance, and other internal departments to resolve operational matters and support regional objectives.
• Coordinate cross-functional resources for at-risk accounts and significant regional initiatives.
• Help ensure Regional Managers understand when and how to engage internal departments effectively.
• Communicate recurring operational challenges and regional trends that may require companywide solutions.
• Participate in Monthly Manager Meetings, Regional Summits, leadership training programs, and other company initiatives.
• Promote collaboration, transparency, and shared accountability across departments and regions.

• Monitor the health and performance of accounts across the assigned region, including client satisfaction, staffing stability, contractual compliance, financial performance, and operational execution.
• Ensure Regional Managers are maintaining appropriate oversight of their assigned communities and addressing operational deficiencies promptly.
• Analyze account and portfolio-level metrics to identify patterns, emerging risks, and opportunities for improvement.
• Verify that client commitments, corrective actions, and operational initiatives are completed accurately and on time.
• Promote consistent execution of company policies, standard operating procedures, contractual obligations, and applicable legal and regulatory requirements.
• Champion the adoption of company systems, tools, and process improvements that strengthen consistency, transparency, and operational scalability.

• Review and validate Action Plans developed by Regional Managers for yellow- and red-status accounts.
• Maintain the regional Watch List, including each account’s current status, root cause, responsible owner, recovery milestones, progress, and length of time on the list.
• Ensure recovery plans contain specific actions, clear ownership, realistic deadlines, and measurable indicators of progress.
• Monitor execution of recovery plans and hold Regional Managers accountable for completing agreed-upon actions.
• Review the Watch List with the RVP monthly, identifying emerging trends, barriers, resource needs, and matters requiring escalation.
• Ensure escalations are presented with the relevant facts, actions already taken, remaining risks, and a recommended path forward.
• Support earlier intervention in at-risk accounts to improve client satisfaction and reduce preventable account loss.

• Support Regional Managers in developing effective, professional relationships with board members, developers, and other key stakeholders.
• Maintain senior-level relationships with strategic, complex, or at-risk clients as assigned.
• Participate in board meetings, client discussions, and significant community engagements when additional leadership presence is appropriate.
• Serve as an escalation point for complex client, resident, board, or operational matters that have not been resolved at the General Manager or Regional Manager level.
• Coach Regional Managers and General Managers on board communication, expectation-setting, conflict resolution, and client-recovery strategies.
• Support contract renewals and other strategic client discussions in coordination with the RVP and SVP and appropriate internal partners.
• Help ensure commitments made to clients are clearly documented, assigned, monitored, and completed.

The RM3 may directly oversee a limited number of strategic or complex accounts when specifically assigned. However, the RM3 should not ordinarily carry a full Regional Manager portfolio or function primarily as additional account-management capacity.

The position must retain sufficient capacity to:

• Lead and develop Regional Managers.
• Verify the quality of account oversight.
• Monitor and manage the regional Watch List.
• Intervene in at-risk accounts.
• Identify trends across multiple portfolios.
• Resolve appropriate escalations before they reach the RVP.
• Improve operational consistency throughout the assigned region.

The RVP retains primary accountability for regional strategy, organizational structure, significant personnel decisions, overall financial performance, critical client relationships, and matters presenting substantial legal, financial, reputational, or client-retention risk.

Successful performance in the RM3 role will be demonstrated through:

• Stronger and more consistent Regional Manager performance, accountability, and decision-making.
• Measurable growth in the independence and leadership capabilities of assigned Regional Managers.
• Earlier identification of client, operational, staffing, and financial risks.
• Timely and effective recovery plans for yellow- and red-status accounts.
• Consistent completion and closure of client commitments and corrective actions.
• Improved client-health trends, satisfaction, and retention.
• Greater stability and stronger performance among General Managers within the region.
• Fewer recurring issues and preventable account deficiencies.
• Fewer avoidable escalations to the RVP and executive leadership team.
• Accurate, meaningful verification of account oversight rather than reliance on checklist completion alone.
• Effective collaboration with internal departments and timely use of available company resources.
• Support of financial performance, appropriate staffing models, renewals, and responsible regional growth.

• Demonstrated ability to lead, coach, and hold other leaders accountable.
• Strong operational judgment and the ability to identify risk, establish priorities, and develop practical solutions.
• Ability to assess the quality of account oversight and distinguish completed activity from meaningful results.
• Strong financial acumen, including experience reviewing budgets, staffing models, contracts, operational metrics, and profitability indicators.
• Exceptional leadership presence and the ability to influence Regional Managers, General Managers, board members, clients, and internal partners.
• Ability to manage complex and sensitive client, personnel, and operational matters with professionalism and discretion.
• Highly organized, decisive, and capable of managing multiple priorities across a geographically dispersed region.
• Strong coaching, conflict-resolution, and performance-management skills.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Proficiency in Microsoft Office, including Excel, and familiarity with Smartsheet or similar project-management tools.
• Proficiency with SNAP HOA or the ability to quickly learn and effectively use company systems.
• Ability to travel regularly and adjust availability based on operational and client needs.

• Bachelor’s degree in Business, Finance, Hospitality, Management, or a related field required. Equivalent directly relevant leadership experience may be considered subject to Human Resources approval.
• Certified Manager of Community Associations (CMCA) certification required within six months of hire.
• Association Management Specialist (AMS) certification required within 12 months of hire.

 

• This position operates in a hybrid work environment, with in-office presence generally expected two to three days per week or as needed to support regional operations.
• Regular travel throughout the assigned region is required to support teams, attend client meetings, evaluate community operations, and participate in company or industry events.
• Evening meetings and occasional travel outside the assigned region may be required.
• The position requires collaboration, adaptability, sound judgment, and open communication with team members, clients, and internal partners.