Regional Director, Strata Operations

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.

Description

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.

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)

Additional Requirements

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

• 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.

Equal Opportunity Workplace

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.

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