<p>Description</p> <p>Job Overview:</p> <p>The Quality Assurance and Service Excellence Manager is a leadership role responsible for ensuring exceptional client service through the execution of property audits and enforcement of property and process standards. Additionally, this role will analyze the output of client Net Promotor Scores (NPS) and review themes and action plans with operational leaders and the executive team. The Quality Assurance and Service Excellence Manager will provide tools, coaching and support to property management teams and service associates to ensure the sharing of best practices and effective execution, across Minnesota market.</p> <p>Your Responsibilities:</p> <p>The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.</p> <p>Quality Assurance Audits:</p> <ul> <li>Lead the planning and execution of a comprehensive quality assurance audit program across all properties. This includes audits performed both personally and through delegated team members. </li><li>Personally conduct in-depth audits for priority ("blue chip") properties on a regular and consistent schedule. These audits will include a thorough review of board packets, financial reports, annual operating calendars, vendor performance, and resident support outcomes. </li><li>Physical property audits should be approached from the resident's perspective, evaluating cleanliness and curb appeal, signage and wayfinding, organization and property presentation, security measures, customer service interactions, compliance with key SOPs, and functionality of critical mechanical and technical systems. </li><li>Include major property management compliance items as directed by senior leadership. </li><li>Review of financial due date approval timeframes in accordance with SOPs on a weekly basis and discuss service gaps with leadership team. </li><li>Compile common themes from audits, share the results quarterly with the executive leadership, and make recommendations to improve organizational efficiency, professionalism or enhance the associate experience. </li><li>Support the planning, coordination, and attendance of community and social outreach events. </li></ul> <p>Property Standards:</p> <ul> <li>In collaboration with the Sr. Director, Client Success & Operations (CSO), develop and implement quality assurance protocols across key HOA operational areas, including maintenance, landscaping, security, and community amenities. </li><li>Conduct property audits to ensure compliance with established SOPs at designated properties, while also ensuring that quality standards are communicated and upheld at non-audited sites. </li></ul> <p>Portfolio Retention Program:</p> <ul> <li>Design and implement a streamlined reporting process tailored to specific properties, aimed at clearly demonstrating value, enhancing transparency, and driving accountability. </li><li>Establish and maintain efficient communication protocols to ensure consistent engagement with key accounts, including those flagged on the watchlist. </li></ul> <p>NPS Leadership:</p> <ul> <li>Lead our market Client NPS program. Assess trends in feedback and scores, identify cross-functional opportunities. This ensures accurate, appropriate, and timely responses on all open tickets. Also reporting and presenting at various leadership meetings, including Monthly Performance Reviews. </li><li>Develop and lead cross-functional service excellence team, to review themes and trends, while creating action plans to drive continuous improvement. </li></ul> <p>Additional Duties:</p> <ul> <li>Partner with the Sr. Director of Community Services Operations (CSO) to support relationship management efforts, identifying client issues and opportunities-particularly within large or high-risk accounts-and developing targeted action plans to enhance property performance and client satisfaction. </li><li>Collaborate with cross-functional department leaders to establish and implement standardized best practices across the organization. </li><li>Support smooth transitions of new accounts, including relationship-building efforts and integration planning. </li><li>Serve as a brand ambassador by effectively communicating the value of the company's products and services to internal and external stakeholders. </li><li>Participate in special projects and cross-functional initiatives representing the department and contributing subject-matter expertise. </li><li>Serve as a backup to the Sr. Director CSO for key operational responsibilities, working closely with property leadership to maintain consistent service delivery. </li><li>Assist the Business Development Director in client retention efforts and identifying business growth opportunities. </li><li>Foster strong, trust-based relationships with HOA board members by providing strategic guidance, delivering insights and solutions, and maintaining a high standard of transparency and follow-through. </li><li>Uphold the highest standards of ethical, professional, and personal conduct in all business interactions. </li><li>Assist with operational tasks as needed to support workflow and meet deadlines; proactively report unusual issues or resource needs to leadership. </li><li>Practice and adhere to FirstService Residential Global Service Standards. </li><li>Other duties and responsibilities as assigned. </li></ul> <p>Skills & Qualifications:</p> <ul> <li>High school diploma or GED required. </li><li>CMCA designation required, AMS designation preferred. </li><li>Associate or bachelor's degree in business field or property management or at least 4 years transferable work experience preferred. </li><li>Demonstrated success in client services, account management, or property management. </li><li>Outstanding interpersonal and relationship-building skills. </li><li>High attention to detail and strong organizational abilities. </li><li>Proven commitment to delivering exceptional customer service. </li><li>Effective change management and leadership capabilities. </li><li>Proficiency in Microsoft Office Suite and other relevant software applications. </li><li>Excellent written and verbal communication skills </li></ul> <p>What We Offer:</p> <p>As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, EAP services, Life Insurance, and Long-Term Disability coverage. In addition, you will be eligible for vacation and sick time off benefits, 10 paid holidays, and a 401k with company match.</p> <p>Compensation: $75,000 annually</p> <p>Disclaimer:</p> <p>The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.</p> <p>#LI-ER1</p>