Director of Community Management

Poston Community Management
Charleston, SC

Position Summary

The Director of Community Management serves as the operational leader and manager of managers for Community Association Managers and Assistant Community Managers. This role provides structure, accountability, coaching, and operational oversight to ensure consistent execution of service standards.

This position does not carry a portfolio, but will be responsible for knowledge of all associations and covering other CAMs during periods of absence. The Director owns daily community management operations, CAM performance accountability, system governance for CINC System, portfolio health oversight, and operational scalability. This seat functions as the bridge between the CAM team and the CEO, allowing the CEO to focus on strategic growth, financial leadership, litigation oversight, and long term company vision.

Employee Benefits:

• Contributes $500 per month toward the cost of all participating employees' personal health insurance
• Provides short-term and long-term disability
• Provides a small life insurance policy
• 10 holidays per year
• 15 personal days per year
• 5 sick days per year
• 401(k) plan with 4% match
• Relocation Assistance: Relocation support, including a stipend, is available for candidates relocating to the Charleston, SC area

Compensation: 

• $120,000–$132,000 base salary, plus a performance-based bonus opportunity

Core Responsibilities

1. Team Leadership and Accountability

• Supervise, support, and lead CAMs and ACAMs.

• Conduct structured weekly one on one meetings with each CAM.

• Lead monthly CAM team meetings with documented action items.

• Implement performance improvement plans when necessary.

• Recommend termination when performance standards are not met.

• In conjunction with CEO, responsible for protecting service quality and profitability of CAM portfolios

2. Performance Management and KPIs

• Implement and monitor standardized CAM performance scorecards.

• Track financial packet delivery timeliness.

• Monitor AR aging thresholds.

• Audit CINC System data accuracy.

• Monitor board response time standards.

• Present monthly Management Performance Dashboard to CEO.

3. CINC System Governance

• Lead CINC System training and compliance.

• Own workflow design and reporting dashboards.

• Ensure accurate community setup and updates.

• Serve as primary liaison with CINC System vendor.

4. Financial Oversight Support

• Serve as first line operational support for CAM financial questions.

• Review draft budgets before board presentation.

• Collaborate with Controller while maintaining clear role boundaries.

5. Escalation Framework

• Serve as escalation point for difficult boards and owners.

• Attend challenging board meetings when needed.

• Enforce structured escalation model across team.

6. Hiring, Workforce Planning, and Scalability

• Partner with Director of Recruitment in hiring new CAMs and ACAMs.

• Own onboarding structure and 30-60-90 day training plans.

• Forecast staffing needs as scales.

• Evaluate optimal communities per CAM ratios.

7. SOP and Process Ownership

• Own operational SOPs for Community Management.

• Standardize board meeting preparation processes.

• Maintain transition checklists and onboarding procedures.

• Ensure consistent execution across all portfolios.

8. Client Retention and Reputation Management

• Partner with Director of Business Development to monitor client satisfaction and retention trends.

• Support service recovery when issues arise.

• Respond to Google reviews

9. Risk and Compliance Oversight

• Monitor operational risk exposure across portfolios.

• Identify patterns that could lead to litigation.

• Ensure documentation standards are followed.

Required Qualifications

• CMCA required. AMS preferred. PCAM strongly preferred.

• Minimum 5 years community association management experience.

• Experience managing managers.

• Strong knowledge of governing documents and board dynamics.

• Advanced knowledge of CINC System Management Module.

• Strong financial literacy including budget development.

Authority and Decision Rights

• Issue formal performance improvement plans.

• Recommend termination of CAM and ACAM staff.

• Recommend portfolio reassignment.

• Enforce operational process compliance.

• Require corrective action when service standards are not met.

What Success Looks Like

• CAM retention above 90 percent annually.

• 95 percent or greater financial packet on time delivery.

• AR aging within company thresholds.

• CINC System data accuracy above 98 percent.

• Reduced CEO daily involvement in CAM issues.

• Scalable structure to support 200 communities.

• Earns performance-based bonuses through strong portfolio retention, team performance, and overall operational success metrics.