Vice President of Operations

Job Description

Job Description

Because Communities Deserve Better

At Community Association Management , we believe that leadership, integrity, and accountability are the pillars of strong communities.

For nearly 20 years, we’ve built a reputation for delivering results through operational excellence, transparency, and care — because communities deserve better.

The Vice President of Operations is a key member of the executive leadership team , working alongside the Vice Presidents of Finance, HR & Training, Sales, and Maintenance , and reporting directly to the President & CEO .

This position carries responsibility for the performance, alignment, and growth of all operational departments — including Community Management, Association Coordination, Compliance, Resident Services, and Administration .

This is a high-impact, strategic leadership role for someone who can lead through others, drive organizational discipline, and build a culture of accountability and excellence.

Our WHY:
We exist to creatively find solutions and overcome challenges so that we can work together to advance the common cause.

Everything we do — from leadership decisions to community interactions — is rooted in this purpose.

As Vice President of Operations, you’ll lead through that same lens: inspiring teams, solving complex problems, and building systems that elevate the community experience.

About the Role

The Vice President of Operations is the operational heartbeat of the organization — ensuring that every department works in harmony to deliver a consistent, exceptional experience for clients, residents, and team members.

The Vice President of Operations is responsible for strategic and operational leadership across all Community Association Management offices in North Carolina and South Carolina . This includes ensuring consistent execution and service delivery across multiple locations and cultivating alignment across distributed teams.

This leader partners closely with the VP of Sales to ensure operational readiness aligns with growth, retention, and service delivery goals. They translate strategy into execution, holding department heads accountable for measurable results while supporting their professional growth and ensuring each team lives out our brand promise.

The ideal candidate is a strong, strategic operator — capable of diagnosing complex issues, implementing scalable solutions, and sustaining accountability across multiple departments.

Operational Framework:

Community Association Management runs on the Pinnacle Operating System , an evolution of EOS®.

Experience leading within the EOS® or Pinnacle framework is strongly preferred.

The ideal candidate will understand how to leverage tools such as Rocks, Scorecards, and Accountability Charts to drive clarity, accountability, and results across departments.

Experience in Community Association Management is highly preferred, with a PCAM designation ideal; however, we also welcome proven operational executives from service-driven industries who can quickly learn our business model and master the details that drive success.

Above all, this individual must demonstrate resilience, composure, and strength under pressure — able to thrive in a fast-paced, high-expectation culture and lead through direct, transparent communication without losing focus or drive.

Key Responsibilities

• Serve as a core member of the executive leadership team , collaborating with other VPs to execute the company’s vision and strategic priorities.
  
• Lead, coach, and develop department heads across Community Management, Association Coordination, Compliance, Resident Services, and Administration.
  
• Oversee and optimize cross-office operations across all NC and SC offices, ensuring consistency in process, communication, and service delivery across geographically distributed teams.
  
• Build a culture of accountability, clarity, and collaboration , ensuring every operational department executes its responsibilities effectively and consistently.
  
• Partner with the VP of Sales to align client onboarding, retention, and service delivery processes to support sustainable growth.
  
• Identify and resolve systemic issues, bottlenecks, and inefficiencies across departments to improve workflow and service quality.
  
• Implement and oversee operational rhythms — department reviews, leadership check-ins, and performance meetings — to ensure consistent communication and alignment.
  
• Oversee staffing strategies, leadership development, and performance management across all operational teams.
  
• Establish and refine standard operating procedures (SOPs), ensuring scalability, documentation, and alignment with company standards.
  
• Monitor performance metrics, client satisfaction, service levels, and financial performance to inform strategic decisions.
  
• Foster cross-department collaboration with Finance, HR, Maintenance, and Sales to strengthen company-wide communication and cohesion.
  
• Serve as a trusted advisor and strategic partner to the President & CEO , contributing to company-wide initiatives, process improvement, and long-term growth strategies.
  

RequirementsPerformance Expectations

• Operational Excellence: Ensures execution of strategic goals through effective departmental leadership and systems optimization.
  
• Accountability Through Leadership: Builds and sustains a culture of ownership and consistency by holding department heads accountable for measurable results.
  
• Cross-Functional Collaboration: Champions transparency and teamwork between all departments, ensuring operational readiness for growth and client satisfaction.
  
• Strategic Impact: Partners with executive peers to align operations with corporate objectives and long-term scalability.
  
• Client & Resident Experience: Upholds the company’s standard of excellence — ensuring that every interaction reflects the promise of Because Communities Deserve Better.
  

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field required; Master’s preferred.
  
• Minimum 10 years of progressive leadership experience , including 5+ years overseeing multi-department operations .
  
• Experience leading operations across multiple office locations or distributed teams preferred.
  
• Experience in the Community Association Management industry strongly preferred; PCAM designation ideal.
  
• Proven success in operational strategy, process improvement, and team development.
  
• Strong analytical and organizational abilities, with exceptional attention to detail.
  
• Superior communication and leadership skills — able to inspire confidence and foster accountability at all levels.
  
• Comfortable leading in a high-performance, direct-feedback culture that values results and integrity.
  

Why Join Community Association Management

This isn’t a operations role — it’s a mission.

As Vice President of Operations, you’ll have the opportunity to shape how communities experience leadership, service, and trust.

Here, excellence is the standard, accountability is expected, and leadership means ensuring every process, team, and decision moves us closer to our purpose:

Because Communities Deserve Better.

BenefitsMedical
Dental

Vision

Life

401k