Description

The Director of Operations is responsible for overseeing all on-the-ground operational functions across assigned markets. This role leads the operations team in delivering exceptional service execution, maintaining efficiency, and ensuring alignment with organizational standards and objectives. The Director of Operations serves as a key liaison between field operations, internal departments, and leadership, driving both strategy and execution within a dynamic, service-based environment. Above all, this role calls for an ownership mindset toward day-to-day operations, including the flexibility to address needs that may fall outside the formal scope of this job description.

Requirements

Essential Job Duties:
• Lead and manage the daily responsibilities of Operations Specialists and field support teams.
• Identify and implement process improvement opportunities to enhance operational efficiency and service delivery.
• Develop, document, and enforce standardized operating procedures (SOPs) across all relevant teams.
• Serve as an escalation point for complex operational issues or service-related concerns.
• Coordinate and support communication between operations, guest services, and on-the-ground personnel.
• Build and maintain strong relationships with third-party vendors and service providers.
• Schedule and oversee property-level services and maintenance, ensuring timely and quality execution.
• Manage invoicing processes for billable services; monitor outstanding accounts and collections as necessary.
• Communicate with property owners to provide updates, recommendations, and obtain approvals.
• Collaborate with company leadership on staff training, performance initiatives, and service quality metrics.
• Support acquisition-related integrations by managing operational onboarding and standardization.
• Generate reports and insights to support decision-making and operational visibility.
• Provide cross-coverage for unexpected callouts or immediate staffing needs to maintain uninterrupted service delivery.
• Remain available for after-hours support for guests or owners as operational needs require.
• Demonstrate an ownership mindset toward day-to-day operations, taking initiative to address needs that may fall outside the formal job description.
• Other duties as assigned.

Required Qualifications:
• Minimum of 2 years of experience in operations, hospitality, client services, or property management
• HOA experience preferred
• Proven experience in team leadership and performance management
• Strong organizational, time management, and multitasking skills
• Excellent communication skills, both verbal and written
• Ability to independently solve complex problems and make data-informed decisions
• Comfortable in a fast-paced, dynamic work environment
• Proficient with business technology and software tools; advanced Microsoft Excel skills preferred
• Flexible schedule with availability to work weekends, holidays, or non-standard hours as needed
• Willingness to provide cross-coverage for unexpected callouts or immediate staffing needs, and availability for after-hours support for guests or owners

Preferred Qualifications:
• Experience in high-growth, multi-location service environments
• Familiarity with vendor management and property management systems

Work Environment and Physical Requirements:
• This is a full-time, salaried role that may require in-field presence, office time, and remote coordination.
• Must be able to sit or stand for extended periods and work on a computer.
• Occasional travel or site visits may be required based on operational needs.
• Variable work schedule including potential weekends or evenings, depending on business requirements.
• Availability to provide after-hours support and cross-coverage for guests, owners, or staffing needs as they arise.