HOA Relationship Manager

Amherst College•Phoenix, AZ

9d•Onsite

About The Position

The HOA Relationship Manager owns the day-to-day relationship with HOAs in an assigned metro cluster, combining hands-on site visits and drive-bys with direct hearing representation and structured relationship management. You are not responsible for every case's execution, but you are responsible for the health of the HOA relationship and for turning HOA rules, hearing outcomes, and escalations into clear internal action. You own escalation and oversight across the full HOA territory in your cluster, with daily hands-on work concentrated on the accounts currently in violation or hearing status.

Requirements

Experience in territory account management, indirect/channel partner management, or outside relationship management (e.g., retail, wireless carrier, or franchise account management) — comfortable driving outcomes through influence and relationship rather than direct authority.
Personable and approachable, with a natural ability to build trust and rapport quickly across a wide range of personalities and stakeholders.
Track record of managing a large, dispersed portfolio of accounts or locations, prioritizing attention based on performance data rather than treating every account the same.
Confident representing the company in person at hearings, meetings, or business reviews; calm, credible, and solution-focused under pushback.
Strong organizational discipline to track many accounts, cases, and dates simultaneously without dropping follow-ups.
Working comfort with Salesforce or similar CRM/account-management tools.

Nice To Haves

HOA, property management, or community association experience is a plus, not required — the right relationship manager can be taught the HOA-specific content.

Responsibilities

Conduct regular site visits and drive-bys across MSR's self-managed and HOA-governed communities in the assigned cluster to catch violations early and verify cure compliance.
Maintain a working knowledge of each community's covenants, architectural standards, and current violation patterns.
Represent MSR at HOA hearings across the assigned cluster, replacing the current ad hoc field-team coverage model.
Prepare cure documentation and evidence ahead of hearings; negotiate outcomes and payment/cure timelines where appropriate.
Track hearing outcomes and feed patterns (recurring disputes, documentation gaps) back into internal workflows.
Serve as the primary, named point of contact for key HOAs in the cluster — the consistent face they deal with, not a rotating one.
Build the working relationships needed to resolve issues quickly and, where appropriate, informally head off escalations before they reach a hearing.
Lead or support regular check-ins with priority HOAs, using violation and hearing data to talk about trends and improvements.
Act as the escalation point for HOA issues that go beyond day-to-day case handling (recurring disputes, policy changes, behavior concerns).
Route new or changed HOA rules to the Data Governance/Violations Program team in a structured way so SOPs and Salesforce rules stay current.
Keep local field and leasing teams informed of practical HOA expectations for their assigned communities.