Regional Support Manager

JOB DESCRIPTION - Regional Support Manager 

As a Regional Support Manager, you lead the way - serving as the team’s Community Manager Support, Live it! culture ambassador, and on-site leader. In this role, you’ll oversee all aspects of community operations, including financial performance, leasing success, vendor partnerships, and resident satisfaction. You’ll guide the team through support to ensure consistent performance, strong occupancy, and a thriving community environment.   

The Regional Support Manager role is a traveling support position responsible for maintaining and increasing operational performance, reinforcing leadership, and supporting performance across assigned apartment communities. This role partners closely with Regional Managers and corporate leadership to provide hands on support during transitions, staffing changes, and periods requiring additional operational focus. 

The Regional Support Manager is a visible and engaged leader who steps in where support is needed most, providing coaching, guidance, and stability while modeling Hawthorne standards for service excellence, financial responsibility, and team development. 

Regional Support Manager | Education, Experience, and License Qualifications 

Education: 

• High School Diploma or GED required 

• College coursework or related business experience preferred 

Experience: 

• Minimum of two years of experience as a Community Manager with satisfactory performance 

• For internal candidates: one year of experience as a Hawthorne Community Manager is required, two years is preferred 

• Demonstrated success managing multifamily apartment communities 

• Experience supporting multiple communities or high-complexity assets preferred 

• Industry Software Experience: Yardi Voyager and Microsoft Office preferred 

Licenses & Certifications: 

• Valid Driver’s License required 

• ARM, CAM, CAPS, or similar industry certifications preferred 

Regional Support Manager | Core Responsibilities 

Operational & Leadership Support 

• Provide onsite operational support through regular site visits and interim coverage for vacant leadership positions 

• Support community performance by reinforcing Hawthorne standards, procedures, and expectations 

• Schedule, supervise, and direct daily activities of onsite associates as needed 

• Prioritize service requests, make-ready timelines, and renovation or construction projects 

• Conduct training, coaching, performance feedback, and corrective action in alignment with company policy 

• Promote a culture of accountability, professionalism, teamwork, and service excellence 

Financial Oversight & Performance Support 

• Support adherence to approved operating budgets 

• Assist with budget preparation and annual property inspections 

• Review interim and monthly financial statements and identify variances 

• Monitor expenses and purchasing activity to support budget compliance 

• Partner with vendors and contractors to ensure quality service and cost effectiveness 

• Participate in owner meetings, financial reviews, and site visits as requested 

Compliance & Risk Management 

• Ensure compliance with company policies, operational procedures, and management agreements 

• Stay current on policy updates and support consistent execution across communities 

• Respond to property emergencies and coordinate appropriate communication and reporting 

• Ensure timely completion and submission of required operational reports 

Property, Resident, and Leasing Support 

• Conduct regular inspections to ensure apartment homes and common areas meet Hawthorne presentation standards 

• Support resident relations and assist with escalated concerns as needed 

• Ensure resident files and records are accurate, organized, and up to date 

• Support leasing and occupancy efforts, including tours and application support when required 

• Assist with rent collection, account reconciliation, and daily bank deposits as needed 

Marketing, Retention, and Engagement 

• Support community-level marketing initiatives and outreach efforts 

• Conduct market surveys and competitive analysis 

• Partner with Regional Managers to assess market trends and leasing performance 

• Support resident retention initiatives, renewal outreach, and annual apartment home inspections 

What Makes Someone SOAR in This Role? 

• Operational confidence built through hands on experience in Leasing, Assistant Community Manager, and Community Manager roles 

• Strong understanding of Hawthorne’s culture, policies, processes, and expectations, with the ability to consistently model the Live It mindset 

• Adaptability and composure when supporting different communities, leadership styles, and operational challenges 

• Sound judgment and discernment when navigating sensitive situations, leadership transitions, and performance matters 

• Ability to handle confidential information related to personnel, residents, financials, and ownership with professionalism and discretion 

• Decisive decision making that balances urgency with thoughtful analysis and long term impact 

• Team centered leadership that uplifts others, strengthens relationships, and builds trust across onsite and regional teams 

• Clear, transparent, and approachable communication with the ability to set expectations, deliver feedback, and partner effectively 

• Financial awareness and confidence interpreting reports, identifying trends, and supporting strong business decisions 

• Commitment to service and people first leadership, aligned with Hawthorne’s Live It culture of kindness, connection, and accountability 

Work Schedule & Expectations 

This role requires flexibility based on operational needs. While standard business hours generally fall Monday–Friday, evening, weekend, and on-call availability is required for emergencies or critical support. This is not a traditional 40-hour workweek. 

Travel & Physical Requirements 

• Frequent overnight travel required 

• Reliable transportation, valid driver’s license, and proof of insurance required 

• Ability to walk apartment communities, climb stairs, conduct inspections, and lift up to 60 pounds