Condominium Association Operations Senior Manager

We are searching for a full-time Condominium Association Operations Senior Manager and join our close-knit team at a fast-growing property management startup based in Washington D.C. Our company is looking to hire someone with a strategic mindset, a team-player, and who has a customer-first mentality. 

Your primary responsibility will be to manage the condominium association operations team and lead select capital projects within our portfolio of condominium association clients. As the senior manager, you will ensure operational excellence across the client portfolio, provide ongoing coaching and development feedback to team members and ensure daily operations run smoothly. You will have a team working closely together with you to accomplish the client’s objectives, freeing up time for you to lead some of the larger maintenance projects and ensure quality control of clients’ deliverables. 

Since you are part of a growing company, you will occasionally wear multiple hats. This role is ideal for someone who wants to be part of a high-performing team who values community, loves learning about condominium association management and building maintenance/repair, managing complex projects, and enjoys fostering the growth and development of team members.

Who we are & Where we’re going (with your help)

We are on a mission to provide customer-focused property management support for condominium associations in the Washington, DC area. We believe in what we do and how we can serve our clients, and we need a natural team leader with an operational mindset to support our clients as we continue to grow.

We exist within the property management industry, but we are seeking to elevate our space. We believe that there’s a better way to serve condominium owners and board associations, and we are motivated to lean into innovation and change. 

To serve our clients well, we need to successfully manage a large number of moving pieces and complicated processes for them. We are growing and excited about how our team will continue to expand! 

Responsibilities

Leadership & People Management 

• Supervise, mentor, and develop members of the operations team including in person and remote personnel. 
• Provide ongoing coaching, performance feedback, and professional development.
• Serve as a point of escalation and guidance for complex client issues or team decisions.
• Foster a culture of accountability, service excellence, and reliability across the operations team.

Operational Oversight & Strategic Process Management

• Oversee the quality and consistency of service delivery across all client accounts.
• Delegate work orders and tasks across the team, ensuring clear accountability and balanced workloads.
• Ensure adherence to Standard Operating Procedures (SOPs) and seek opportunities to evolve procedures to improve efficiency and client outcomes.
• Monitor KPIs to track team performance and client satisfaction to ensure on-time, within-budget delivery of services; identify and address areas for improvement.
• Partner with leadership to identify and implement scalable systems and processes.

Client Relationship Management

• Serve as a senior resource for board members and homeowners, stepping in on complex issues or high-touch accounts.
• Uphold our commitment to proactive, responsive service and long-term client trust.
• Ensure a consistent and excellent customer experience across the portfolio. 
• May have responsibility for 1-3 prestige client relationships 

Project Execution, Maintenance and Repair

• Personally manage larger or more complex building repair and capital improvement projects from planning through execution.
• Troubleshoot issues and work directly with contractors, vendors, and board members to ensure project success.
• Track and report updates internally and externally to clients 
• Conduct on-site property inspections a few times per year 

Condo Association Administration and Financial Management 

• Serve as the in-house subject matter expert on condominium association governance.
• Provide guidance to team members and clients on interpreting and applying bylaws, declarations, and other governing documents.
• Ensure compliance with association policies in operational decisions and financial approvals.
• Review and approve major expenditures, including loan applications, capital project budgets, and large vendor contracts.
• Partner with team members to prepare budgets and financial materials for board approval.
• Lead association annual meetings as required.

Vendor Management

• Build and maintain strong relationships with both new and existing vendors to expand our resources and foster long-term partnerships
• Develop preferred vendor contracts with exceptional service commitments and volume discounts to service large portions of the portfolio 
• Facilitate competitive bidding for contracts as required by Association contracts

Emergency Coverage

• Participate in the team’s rotating emergency coverage schedule (one week per month).
• Triage and respond to after-hours emergency calls, determining appropriate next steps and mobilizing resources as needed.

Required Skills & Experience

• 8-12 years of relevant work experience
• Bachelor’s Degree 
• Industry certification preferred (e.g., Professional Community Association Manager)
• The ability to work in DC
• The ability to be on call after hours one week per month, monitoring the emergency phone line on a rotating schedule with the team
• Top notch communication skills - both written and verbal 
• Ability to manage many competing priorities 
• Strong people management skills
• A track record of proven excellence in providing customer service
• Real estate experience of being, or having been, a homeowner in a condominium association is a plus but not required
• Spanish skills are a plus but not required
• Proficient skills in Excel, PowerPoint, and Google Workspace Products 
• Able to work independently, anticipate problems, and implement effective solutions

Necessary Traits

• People management is your strong suit. You are GREAT at motivating and developing others 
• You’re GREAT at solving tough and ambiguous problems by working backwards from the problem and by creating solid action items
• You have a passion for providing excellence in customer service and enjoy cultivating relationships with a variety of stakeholders 
• You lead by example and are committed to following established Standard Operating Procedures and delivering high quality work 
• You thrive in a complex environment and keep track of the details yet know how to stay big picture. You know how to block and tackle for the Team
• You’re GREAT at flexing when priorities shift and adapt your planned day to the shift to the client and business’ needs while also keeping others organized
• You are rock solid reliable
• You consistently offer solutions and look for additional ways to support your team
• You treat the business as if you owned it
• You like building community, in particular in DC neighborhoods, and meeting new people

What We Offer

• Healthcare benefits
• Opportunity to learn and grow quickly within a start-up growth environment that has established structure and success
• Opportunities to grow in your career within the company without the need to manage owner/tenant relations 
• Opportunity to make a significant difference for condo owners in managing their often most expensive asset, their home
• Extensive experience with the latest tech and software solutions in property management
• Modern office space in the vibrant Dupont Circle neighborhood 
• Hybrid work schedule perks (remote work is currently offered on Mondays and Fridays)