Director of Operations -HOA/Condo

WPM Real Estate Management; Owings Mills (MD); On-site; USD 117,000 - 143,000; Full time

Job summary

WPM Real Estate Management in Owings Mills, MD, seeks a Director of Operations for the Association Real Estate Division (ARE). This role provides strategic leadership, operational oversight, and performance management to ensure client satisfaction and strong governance across assigned communities.

Responsibilities include mentoring managers, driving profitability, leveraging Vantaca for workflow and client communication, and partnering with Boards of Directors to uphold WPM standards, ethics,

Qualifications

• Bachelor's degree in business, real estate, or related field.
• PCAM designation preferred; CMCA or AMS required.
• 7 years in community association management with 3+ years in senior/leadership role.

Responsibilities

• Oversee ARE operations and management across communities.
• Lead, mentor, and evaluate community managers for performance and growth.
• Ensure profitability, exceptional client service, and governance support.
• Leverage Vantaca for workflow automation and client communications.

Skills

Leadership

Strategic planning

Governance

Education

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

PCAM designation through CAI

CMCA or AMS designation required

Tools

Vantaca platform

Job description

WPM provides association management services for condo associations, homeowner associations, cooperatives, and maintenance/master associations, with community styles ranging from garden-style and high-rise, to townhome, single family, and 55+ communities. We help Boards set policy, implement process and procedures, confirm compliance, prepare for future requirements, and ensure sound fiscal management.

WPM Real Estate Management is an Accredited Association Management Company. The AAMC accreditation is awarded by the Community Associations Institute (CAI) and is the only nationally recognized accreditation for community association management. This elite accreditation is held by fewer than 250 association management companies globally. The AAMC designation demonstrates WPM’s steadfast commitment to upholding the highest ethical standards as well as our dedication to providing the unique and diverse services that community associations need. Being awarded the AAMC designation ensures that our staff have the skills, expertise, and integrity to help your community succeed.

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

Compensation: Annual Salary starting at $130,000.00 (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.