VP of Branch Operations

Vice President of Operations

The Vice President of Operations is responsible for the strategic leadership, operational performance, financial health, client retention, employee engagement, and growth of the branch. This executive leader partners with the Branch President to execute organizational objectives, develop high-performing teams, drive client satisfaction, and ensure operational excellence across all managed communities.

The Vice President serves as a key member of the branch leadership team and is accountable for achieving Somerset's core operational pillars: Employee Morale, Client Retention, Growth, and Profitability.

Essential Duties & Responsibilities

Pillar 1: Employee Morale & Leadership Development

Team Leadership

• Provide leadership, direction, and accountability to General Managers, Community Managers, ACAMs, and support staff.
• Recruit, onboard, coach, mentor, and develop team members to achieve individual and branch goals.
• Foster a culture of accountability, collaboration, engagement, and professional growth.
• Conduct regular performance reviews and development planning.
• Identify high-potential employees and create succession planning opportunities.
• Facilitate stretch assignments and leadership development initiatives.
• Partner with Human Resources on employee relations matters, performance management, and retention strategies.

Talent Development

• Ensure completion of all onboarding, training, and continuing education programs.
• Support professional designation achievement including CMCA®, AMS®, and PCAM® certifications.
• Monitor employee engagement and retention metrics and implement improvement initiatives.

Pillar 2: Client Retention & Service Excellence

Client Relationship Management

• Maintain strong relationships with Boards of Directors, homeowners, vendors, legal counsel, and business partners.
• Serve as executive escalation point for client concerns and service issues.
• Lead resolution of client complaints, survey feedback, online reviews, and service recovery efforts.
• Conduct regular client touchpoints with high-value and at-risk communities.
• Support Association Managers in board meeting preparation, governance matters, and strategic planning.

Operational Excellence

• Ensure timely delivery of management services, financial reports, board packets, insurance documentation, and compliance requirements.
• Monitor branch performance through Power BI dashboards, client surveys, and operational scorecards.
• Ensure adherence to company policies, governing documents, and regulatory requirements.
• Oversee Strongroom workflows, accounts payable processes, and operational compliance standards.
• Review weekly action items, TownSq deliverables, and community service metrics.

Risk Management

• Oversee litigation matters, insurance claims, compliance issues, and other high-risk association matters.
• Partner with legal counsel and insurance professionals to mitigate organizational risk.
• Ensure appropriate documentation and record retention practices are maintained.

Pillar 3: Growth & Strategic Leadership

Business Growth

• Assist in the development and execution of branch strategic plans.
• Identify opportunities for organic growth through enhanced services and client retention.
• Support business development efforts including proposals, presentations, transitions, and client onboarding.
• Participate in networking, industry events, and business development activities.
• Assist with acquisition integration and branch expansion initiatives when applicable.

Operational Strategy

• Analyze branch performance data and implement continuous improvement initiatives.
• Drive operational efficiencies through process improvement, technology utilization, and best practices.
• Partner with leadership to establish and achieve annual branch goals and objectives.
• Lead special projects and strategic initiatives that improve service delivery and profitability.

Pillar 4: Profitability & Financial Performance

Financial Management

• Assist in managing branch budgets, forecasts, and financial performance.
• Monitor revenue, expenses, profitability, and key financial indicators.
• Partner with Association Managers to identify revenue enhancement opportunities.
• Review branch financial performance and recommend corrective actions as needed.
• Ensure communities maintain appropriate cash flow and reserve funding levels.
• Monitor low-cash reports and collaborate with management teams on financial planning strategies.

Fiscal Accountability

• Support annual budgeting processes and financial planning initiatives.
• Ensure financial deliverables are completed accurately and on time.
• Drive accountability for branch financial goals and performance metrics.

Key Performance Indicators (KPIs)

The Vice President of Operations will be evaluated on:

Employee Morale

• Employee retention rates
• Employee engagement survey results
• Training completion rates
• Internal promotion and development metrics

Client Retention

• Client retention percentage
• Board satisfaction scores
• Client Confidence Touchpoint completion
• Escalation resolution timelines
• Survey and review management performance

Growth

• Organic growth revenue
• New business support and transition success
• Strategic initiative completion
• Portfolio expansion opportunities identified

Profitability

• Branch EBITDA performance
• Budget adherence
• Revenue growth
• Cash flow management
• Expense control metrics

Operational Excellence

• Timeliness of board packets and financial deliverables
• Compliance performance
• Litigation and risk management outcomes
• Power BI operational scorecard results

Knowledge, Skills & Abilities

• Expert knowledge of community association management operations.
• Strong understanding of financial statements, budgeting, forecasting, and GAAP principles.
• Exceptional leadership, coaching, and team development skills.
• Strong conflict resolution and client relationship management abilities.
• Advanced analytical and problem-solving skills.
• Excellent written, verbal, and presentation communication skills.
• Proficiency in Microsoft Office Suite, Power BI, Strongroom, and TownSq.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality and exercise sound business judgment.

Education & Experience

Required

• Bachelor's Degree in Business Administration, Management, Finance, or related field.
• 7+ years of Community Association Management experience.
• 5+ years of leadership or supervisory experience.
• Experience managing client relationships, financial operations, and large-scale portfolios.

Preferred

• Master's Degree (MBA or related field).
• CMCA®, AMS®, or PCAM® designation.
• Experience leading multiple management teams and large operational divisions.
• Prior P&L responsibility.

Working Conditions

• Typical office and field environment.
• Attendance at evening board meetings and community events as needed.
• Occasional travel within the region.
• Ability to work flexible hours to support operational and client needs.