Member Experience Manager

Description

Join our Team! Leland Management is seeking a Member Experience Manager for one of our communities in the Summerfield, FL area. Join our team to learn why the Orlando Business Journal has named us one of Central Florida’s Best Places to Work for 16 consecutive years, including winning first place in our category for 2021! The position is full-time with competitive pay and excellent benefits.

Summary: The Member Experience Manager is a key leadership role responsible for providing high-level executive support to the General Manager (GM) and Assistant General Manager (AGM) while overseeing the day-to-day operations of the Administrative Operations. This position serves as an organizational leader and central point of coordination across departments, ensuring professional communication, accurate recordkeeping, strong customer service, and consistent administrative processes.

The role requires sound judgment, discretion, and confidentiality, along with the ability to manage competing priorities, lead staff, develop and improve procedures, and represent management in interactions with homeowners, Board members, vendors, and internal stakeholders. The Member Experience Manager ensures administrative functions support the Association’s operational goals and promotes a service-focused, compliant, and well-organized office environment.

Leadership, Office Management, and Reception Operations:

• Provides leadership for the Administrative Operations and Administrative staff to ensure efficient daily operations, consistent service standards, and reliable coverage.
• Supervises resident services staff, including hiring support, training, scheduling, performance feedback/evaluations, and day-to-day direction.
• Serves as the first point of escalation for front desk issues, operational questions, emergency calls, and building opening/closing procedures.
• Develops, updates, and implements administrative procedures and administrative workflows to ensure alignment with management expectations and Board policies.
• Maintains and updates staff contact lists and office communications as needed.
• Coordinates onboarding administrative requests for new staff and partners with HR for background checks, new-hire documentation, and related processes.
• Supports staff with general procedural questions (benefits guidance direction, timekeeping system questions, and administrative troubleshooting).

Executive Support and Administrative Coordination:

• Provides direct executive administrative support to the GM and DOO, including proactive calendar/appointment coordination and preparation for meetings and events.
• Drafts and composes professional correspondence on behalf of the GM/DOO; responds to routine correspondence within defined authority.
• Coordinates internal and external meetings, including logistics, materials preparation, refreshments/food orders, and room setup as needed.
• Manages and supports special projects as assigned by the GM and DOO, including time-sensitive deliverables requiring follow-through with department heads.
• Produces and distributes daily, monthly, and quarterly reports, ensuring accuracy and timely delivery.

Board of Directors and Committee Support:

• Coordinates monthly and annual Board of Directors meetings, including preparation of meeting packets/materials, logistics, setup/tear down, and related support.
• Accurately transcribes meeting minutes as required and ensures timely completion and distribution in accordance with organizational expectations.
• Assists with Board events as needed, including name signs/tags and other meeting resources.
• Receives committee applications per Board policy, uploads and routes to the appropriate committee chair/liaison, and supports committee communications as assigned.
• Provides administrative support to HOA committees and committee leadership as needed.

Resident Services, Communication, and Liaison Responsibilities:

• Acts as a professional liaison between management and homeowners/residents by receiving concerns, screening calls/visitors, and directing inquiries to the appropriate department head for follow-up.
• Ensures residents and management are appropriately informed of issue status through effective tracking and communication follow-up.
• Provides resident-facing support related to HOA accounts and administrative needs, including payments, account questions, coupon books, ACH bank changes, and other routine account matters.
• Assists residents and families with sensitive account-related documentation (wills, trusts, death certificates), including account notations/updates and routing documentation through the proper process.
• Prepares resident association letters (e.g., HOA verification letters for lending purposes, documentation related to private roads, and other management-approved communications).
• Maintains positive daily interaction with residents, guests, and vendors while modeling professionalism and service excellence.

Records, Mail, and Document Management:

• Opens, receives, and distributes incoming mail and packages; routes items to the appropriate individual or department.
• Receives and processes incident/injury reports as required, including scanning/uploading to designated storage.
• Provides oversight of paperwork processes for new homeowners, renters, and non-owner residents, ensuring completeness and accuracy.
• Provides oversight of homeowner and resident databases.
• Oversight of all documentation storage, processing, and data entry for the operations of the Association.

Financial Administration, Budget Support, and Deposits:

• Creates and maintains the annual Administration budget and tracks applicable budget categories (including CERT budget tracking, if applicable).
• Codes, scans, and submits administration budgeted invoices/bills for processing and payment following established controls and timelines.
• Oversees weekly deposit processes (including reception and fitness center deposits), ensuring timely scanning/uploading and proper handling procedures.
• Supports preparation of the monthly financial package by uploading reports, organizing materials, and producing copies for distribution (including Finance Committee copies when needed).

Credit Card Administration:

• Oversees company credit card administration, including adding/deleting cards as required, monthly reconciliation for applicable accounts, submitting for approval, and uploading documentation for payment processing.

Facilities, Supplies, and Equipment:

• Orders office supplies and printed materials (envelopes, forms, signage, help signs, and other administrative materials).
• Coordinates business card ordering, staff name tags, door signs, and related office identification materials.
• Maintains leases and service relationships for office equipment (copiers, fax, postage machine) and coordinates maintenance/troubleshooting and supply ordering.
• Organizes staff functions and internal events (food, decorations, scheduling, holiday décor, birthdays, team building, and other office-sponsored events as assigned).
• Supports programs requiring administrative tracking and consistency (guest passes, guest pool pass program, open house packets, realtor packets, map/DVD sales, key tracking, display board updates, handicap sticker processes, and replenishment of resident documents/forms).

Notary Services: Provides HOA notary services as authorized and required for Association operations.

Requirements

Minimum Qualifications:

• Demonstrated ability to perform the essential duties and responsibilities of the position with professionalism, discretion, and sound judgment.
• Prior experience in an executive support and/or office management role with increasing responsibility; leadership/supervisory experience required.
• Ability to handle confidential and sensitive information appropriately and maintain a high degree of integrity and professionalism.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and interruptions in a fast-paced environment.
• Proficiency with office technology and equipment, including computer applications, copier/scanner, fax, postage system, telephone systems, and document management tools.
• Valid driver’s license required.

Education: High school diploma or equivalent (GED). Additional education or training in business administration, office management, or related field is preferred.

Experience: Minimum of five (5) years of executive administrative, executive assistant, or office management experience. Experience supporting senior leadership and working directly with the public in a high-service environment is strongly preferred.

Positive Traits and Skill Set:

• Leadership mindset with the ability to supervise, train, delegate, and hold staff accountable while maintaining a respectful, service-oriented culture.
• Strong written and verbal communication skills, including the ability to draft professional correspondence and communicate diplomatically with residents and stakeholders.
• High attention to detail, accuracy, and follow-through; ability to create and maintain organized systems and processes.
• Ability to remain calm, professional, and effective under pressure, frequent interruptions, and changing priorities.
• Professional appearance and customer-service approach appropriate for a community-facing leadership position.

Work Environment: This position is primarily performed in a professional office setting with frequent interaction at the reception/front desk and regular communication with residents, Board members, vendors, and staff. The work environment involves routine use of standard office equipment (computer, phone, copier/scanner, postage machine) and requires the ability to sit, stand, and move throughout the office and building as needed to support operations, meetings, and events. Work may involve periodic schedule changes to support Board meetings, resident orientations, community events, time-sensitive deadlines, and other operational needs.

This is a guideline, not an all-inclusive job description. The information in this description reflects the general scope and level of work performed by employees within this classification. This is not a complete list of all duties, responsibilities, or qualifications required of employees assigned to this position; therefore, management has the right to assign or reassign schedules, duties, and responsibilities at any time. An updated version may be provided or discussed.