DescriptionThe Operations Manager provides leadership and oversight for vertical initiatives that enhance operational performance, strengthen community management services, and ensure alignment with evolving legislative and industry requirements. This role serves as the primary expert for change-management, acting as the central point of accountability for new initiatives, implementation timelines, communication strategies, and reporting outcomes.
Working in close partnership with market leader and cross-functional departments,
Strategic Leadership & Change Management - Provide market oversight for process improvement initiatives, including operational enhancements, legislative implementation, regional, and national program cascades.
- Serve as the primary point of contact and organizational gatekeeper for all change-management activities, ensuring disciplined execution and alignment with regional and enterprise priorities .
Operational Excellence & Efficiency - Lead the assessment, vetting, testing, and rollout of operational improvements in partnership with market leaders and internal stakeholders.
- Drive continuous improvement across core community management operations through data-driven analysis and cross-functional collaboration.
- Leads compliance within the market with retention programs; NPS, Watchlist, Board Orientation.
Cross-Functional Collaboration - Partner with internal departments-including Training, HR, Accounting, Legal, region operations, and Technology-to ensure seamless implementation of operational changes.
- Act as a senior liaison between community management and support departments, ensuring alignment, transparency, and effective communication.
- Facilitate knowledge-sharing and best-practice adoption across Hi-rise North markets.
Regional & Enterprise Engagement - Collaborate with Operations leaders on region and national initiatives and create scalable efficiencies . .
- Support enterprise-level initiatives and programs by participating in committees, governance groups, and project teams as requested, i.e. NPS
- Ensure regional alignment with corporate standards, programs, and strategic priorities. Collaborates with regional operations and Directions (peers) on best practices, process improvement, and standardization across the region, reducing redundancy.
Reporting & Communication - Develop and deliver clear, comprehensive reports on initiative progress, operational integration, and service-level performance.
- Communicate complex operational changes in a clear, objective, and strategic manner to leadership and cross-functional partners.
- Maintain a forward-looking understanding of industry trends, legislative developments, and emerging best practices.
- Consistently uphold the values of the organization and provide the highest level of customer service to internal clients.
- Consistent, motivating, thoughtful leadership style to lead others.
- Must be able to attend and actively participate in night meetings as required.
- Occasional attendance at board meetings.
- Perform any range of special projects, tasks and other related duties as assigned.
- Champion the use of internal and external programs and software to support all roles.
- Other duties may be required.
Supervisory Responsibilities N/A Education & Experience - Bachelor's degree in Business Administration, Operations Management, or related field;
- Minimum 5 years of progressive project leadership experience in operations, process improvement, or community management.
- Strong understanding of HOA/COA governance, operational structures, and industry practices preferred.
Knowledge, Skills & Proficiencies - Excellent customer service and relationship-building background/skills (internal and external).
- Demonstrated success leading cross-functional initiatives and driving organizational change.
- Proven ability to influence without direct authority and collaborate across multiple markets.
- Ability to effectively strategize with the overall vision of the organization in mind.
- Ability to work under tight deadlines and consistently meet deadlines.
- Demonstrates effective communication skills consisting of oral, written, and listening.
- Demonstrates problem-solving and solving abilities.
- Ability to draft correspondence and respond to inquiries effectively and independently.
- Ability to read and understand financial statements and budgets.
- Must be proficient with computer programs needed for specific positions including Microsoft Outlook, Word, Excel, PowerPoint, SharePoint, etc.
- Demonstrates organizational skills and time management abilities while working in a fast-paced, multitasking environment.
- Must work effectively with co-workers, customers, and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables, and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title, or other respectful identifiers, and; respecting the diversity of our workforce in actions, words, and deeds.
Tools & Equipment Used Computer and peripherals, standard and customized software applications and tools, and usual office equipment .
Physical Requirements & Working Environment The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit and walk. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 10 lbs.
Travel Work involves travel between markets for internal and external meetings and office visits (>25%) or as needed. May include overnight travel.
Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.
