Director of Operations, ARE

Lighthouse Senior Living; Owings Mills (MD); On-site; USD 108,000 - 132,000; Full time

Job summary

WPM seeks a Director of Operations to provide strategic leadership for the Association Real Estate Division, ensuring exceptional client satisfaction and strong governance. Oversight includes operations across communities, governance support, and efficient workflows via the Vantaca platform.

The role requires a Bachelor's in business/real estate, 7+ years in community association management and CAI credentials such as PCAM, CMCA or AMS.

Qualifications

• Bachelor's degree required for leadership role in association management.
• CAI PCAM designation preferred; CMCA/AMS required or strongly preferred.
• Experience in community management leadership and governance preferred.

Responsibilities

• Provide strategic leadership and operational oversight for ARE functions.
• Ensure client satisfaction, governance support, and efficient workflow via Vantaca.
• Develop benchmarks and performance metrics for community managers.
• Oversee day-to-day management across assigned communities with adherence to standards.
• Mentor and evaluate community managers and provide coaching on operational standards.

Education

Bachelor's degree in business, real estate, or related field

Professional Community Association Manager (PCAM) designation through CAI

CMCA or AMS

Job description

Corporate Office
Owings Mills, MD 21117, USA

Description

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

Compensation: Annual Salary starting at $120,000.00 (commensurate with experience), plus opportunities for bonuses and allowances.

Essential Functions

• 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.

Education and Experience

• Bachelor's degree in business, real estate, or related field; 7 years' experience progressively responsible experience in community association management, including 3 or more years in a senior or regional leadership role, or equivalent combination of education and experience.
• Professional Community Association Manager (PCAM) designation through Community Associations Institute (CAI) preferred.
• CMCA or AMS required
• Demonstrated success managing and developing community management professionals.

Microsoft Outlook

Novice

Prioritizing tasks

Novice

Microsoft Excel

Novice

Microsoft Word

Novice

Novice

Novice

Licenses & Certifications

Required

Crtfd Mgr of Comm Assns

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.