Director of Operations -HOA/Condo

WPM Real Estate Management•Owings Mills, MD

32d

About The Position

The Director of Operations provides strategic leadership, operational oversight, and performance management for the Association Real Estate Division (ARE). This position ensures that all Association/HOA/Condo community management operations deliver exceptional client satisfaction, strong governance support, and efficient workflow execution through the Vantaca management platform.

Requirements

Bachelor's degree in business, real estate, or related field
7 years' experience progressively responsible experience in community association management
3 or more years in a senior or regional leadership role
CMCA or AMS required
Demonstrated success managing and developing community management professionals.

Nice To Haves

Professional Community Association Manager (PCAM) designation through Community Associations Institute (CAI) preferred.

Responsibilities

Support ARE President in oversight and management of all ARE functions for WPM.
Serves as a positive advocate of change and growth and effectively communicates initiatives deemed as important to the organization to gain buy-in of the Associates
Leads successful, lasting client relationships
Strengthens Association management operations, ensuring profitability, superior customer service and workforce engagement and retention.
Oversee day-to-day management operations across all assigned communities, ensuring consistent adherence to WPM’s standards of integrity, excellence, and client care.
Lead, mentor, and evaluate community managers to ensure they meet performance expectations and deliver high-quality client service. Provide ongoing training and coaching on operational standards, Vantaca utilization, and client communication best practices.
Directly supervises community managers, supporting them in the delivery of superior service, staff development, and adherence to company standards and core values.
Oversee a small portfolio of community associations as determined by business needs.
Partner with managers to build strong, trusting relationships with Boards of Directors.
Provide guidance on governance, meeting preparation, communication strategies, and best practices for community management.
Establish benchmarks and performance metrics for community managers.
Conduct regular reviews of portfolios to identify trends, service issues, and opportunities for process improvement.
Champion the consistent and effective use of Vantaca for action item management, workflow automation, and client communication.
Identify opportunities to leverage technology to enhance efficiency and service delivery.
Ensure all management practices comply with company policies, management contracts, and applicable state and federal laws.
Partner with internal departments to support compliance, risk management, and quality assurance, to ensure communities receive coordinated, high-quality service delivery
Partner with leadership to develop continuing education initiatives that reinforce WPM standards and promote professional growth.
Maintains an emerging leadership presence within industry groups (ex. CAI) that support the Company’s professional standing.
Model WPM’s core values of Integrity, Strength, Excellence, and Energy in all professional interactions. Foster a culture of accountability, teamwork, and continuous improvement across the division.