Head of Community Operations

4 weeks ago

Redmond, Washington, United States Associa Full time
Job Overview

KEY RESPONSIBILITIES:

As a pivotal leader in our organization, your responsibilities will encompass:

Community Oversight
  • Assess the essential needs of branch clients and collaborate with Community Managers to address those needs effectively.
  • Build and maintain trusting relationships with Board members, vendors, and staff.
  • Supervise Community Managers in the daily operations of the branch.
  • Foster positive interactions with stakeholders and vendors at the branch level.
  • Support executive management in strategic planning, business growth, and financial operations at the branch.
  • Complete client assessments within your portfolio.
  • Review and ensure the accuracy of Board packets, meeting minutes, and service level agreements.
  • Guide and mentor Community Managers, preparing them for advancement opportunities and future leadership roles.
Leadership Development
  • Identify necessary tools and resources to support all direct reports.
  • Focus on enhancing client and Community Manager retention.
  • Create a steady pipeline of Community Managers for succession planning.
  • Recognize barriers to Community Manager success and provide coaching and leadership to mitigate these challenges.
  • Develop, modify, and implement Standard Operating Procedures as required.
  • Establish trust-based relationships with colleagues and other departments.
  • Track success metrics for all communities within your assigned portfolio.
  • Ensure compliance with policies and standards across your division.
  • Manage contract renewals in a timely manner.
  • Achieve budgetary goals for your division.
  • Set annual goals and benchmarks for Community Managers, providing quarterly updates.
  • Ensure collaboration between Community Managers and their Administrative Support for optimal efficiency.
  • Provide coaching and implement performance improvement plans for underperforming team members.
  • Identify educational opportunities for direct reports and facilitate access.
  • Continuously communicate updates, policy changes, and important information to all team members.
  • Conduct quarterly performance reviews for all division members.
  • Hold monthly one-on-one meetings with all employees.
Additional Responsibilities
  • Organize and deliver training sessions and branch content during Monthly Manager Meetings, collaborating with all departments for effective communication.
  • Work alongside the VP and BP to explore business development opportunities that align with branch budget objectives.
  • Engage in special projects and initiatives as directed by the VP and BP.
  • Collaborate with other departments to support the achievement of the Branch Management Plan.
  • Perform ad-hoc reporting and project work as necessary.
  • Participate in networking meetings.
  • Undertake other duties as assigned.
Qualifications

KNOWLEDGE AND SKILLS:
  • Strong understanding of accounting principles and the ability to interpret financial documents.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.).
  • Competent in professional business writing and correspondence.
  • Excellent communication skills across various mediums (phone, interpersonal, written, verbal).
  • Self-driven, detail-oriented, and a collaborative team player.
  • Maintain confidentiality and discretion in all responsibilities.
  • Effective time management and prioritization skills.
EDUCATION AND EXPERIENCE:
  • Bachelor's Degree or equivalent industry experience.
  • 5+ years of relevant experience in community management or a related field.
  • 5+ years of leadership or supervisory experience.
  • 5+ years of experience in Community Association management.
CERTIFICATIONS OR LICENSES:
  • Valid driver's license is required.
  • State-specific Community Management License and relevant designations.
WORKING CONDITIONS:
  • Ability to attend meetings as required, including occasional evening sessions.
  • Access to reliable transportation.
TRAVEL REQUIREMENTS:
  • Limited travel may be necessary.
Company Overview

Associa is a leader in community management, with over 300 branch offices throughout North America, serving more than 7.5 million residents globally. Our dedicated team of over 15,000 professionals is committed to delivering exceptional service, innovative solutions, and educational resources to enhance community living. With a legacy of over 45 years, Associa is dedicated to making a positive impact in the communities we serve.

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