Regional Director, Strata Operations

Description

About FirstService Residential:

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.

Job Overview:

The Regional Director, Strata Operations promotes client satisfaction, employee retention, and the continual enhancement of the Company's culture and services through leadership, supervision and training of a small team of Strata Managers, balanced with carrying a curated portfolio of clients.

Key Responsibilities:

• Manage a team of Strata Managers, ensuring balanced workloads, career growth, and professional development through coaching, training, and structured performance reviews.
• Optimize revenue potential while preventing burnout by strategically assigning properties based on technical fit, personality compatibility, and development needs.
• Step in to manage properties when necessary, attend council meetings, and handle escalated client concerns to maintain strong, trusted relationships.
• Collaborate with internal support teams to ensure seamless service delivery, identify operational gaps, and implement process enhancements for efficiency and quality.
• Drive the financial health of the team by managing portfolio profitability, identifying ancillary revenue opportunities, and ensuring appropriate pricing strategies.
• Own high-risk client relationships, handle complex disputes, and proactively mitigate potential service or financial risks.
• Track client feedback, oversee special projects, and implement targeted action plans to enhance service delivery and improve NPS scores.
• Serve as the team's technical authority on legislative, governance, and regulatory matters, providing direct training and guidance on industry best practices.
• Represent the company at industry events, contribute to brand reputation, and support internal training initiatives to enhance team expertise.

Skills & Qualifications:

• Must already possess their license to provide strata management services through the BC Financial Services Authority (BCFSA)
• 5+ years experience managing diverse strata portfolios (high-rise, mixed-use, new developments).
• 3+ years experience directly managing a team of property managers (minimum 8 professionals), demonstrating a track record of success in performance management, hiring decisions and managing employee issues.
• Track record of leading operational initiatives — not just maintaining status quo.
• Proven experience handling difficult council relationships and complex situations, turning detractors into promoters.
• Strong financial acumen — ability to explain budgets, assess financial health of properties, and lead fee increase conversations.
• Post-secondary education in business, real estate, or related field (strongly preferred)
• Hands-on experience with recruiting, hiring, training, and mentoring strata managers (strongly preferred)

A current Representative License to provide Strata Management Services as issued by the BC Financial Services Authority, a valid BC driver's license and access to a vehicle with business insurance are requirements of the role.

What We Offer:

Salary $100,000 - 120,000 per annum

As a full-time associate, you will be eligible for full comprehensive benefits including health & dental, etc. In addition, you will be eligible for time off benefits, paid holidays, access to our Employee Assistance Program, Tuition Reimbursement, and more.

FirstService Residential is proud to be an equal opportunity workplace. It is our policy to promote equal employment opportunity for all current and prospective associates. This applies to all employment-related matters, including the recruitment process, hiring decisions, compensation and benefits. We are committed to providing and maintaining a working environment that is based on respect and preserves the dignity and rights of everyone in the organization. If you have questions before or during the application process about our equal opportunity workplace, please reach out to our Recruitment team.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel [email protected].
Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at [email protected]; we will respond in accordance with Local Law 144, within 30 days.