Vice President of Operations

Community Association Management•Charlotte, NC

About The Position

The Vice President of Operations is a key member of the executive leadership team, working alongside the Vice Presidents of Finance, HR & Training, Sales, and Maintenance, and reporting directly to the President & CEO. This position carries responsibility for the performance, alignment, and growth of all operational departments — including Community Management, Association Coordination, Compliance, Resident Services, and Administration. This is a high-impact, strategic leadership role for someone who can lead through others, drive organizational discipline, and build a culture of accountability and excellence. The Vice President of Operations is the operational heartbeat of the organization — ensuring that every department works in harmony to deliver a consistent, exceptional experience for clients, residents, and team members. The Vice President of Operations is responsible for strategic and operational leadership across all Community Association Management offices in North Carolina and South Carolina. This includes ensuring consistent execution and service delivery across multiple locations and cultivating alignment across distributed teams. This leader partners closely with the VP of Sales to ensure operational readiness aligns with growth, retention, and service delivery goals. They translate strategy into execution, holding department heads accountable for measurable results while supporting their professional growth and ensuring each team lives out our brand promise. The ideal candidate is a strong, strategic operator — capable of diagnosing complex issues, implementing scalable solutions, and sustaining accountability across multiple departments. Community Association Management runs on the Pinnacle Operating System, an evolution of EOS®. Experience leading within the EOS® or Pinnacle framework is strongly preferred. The ideal candidate will understand how to leverage tools such as Rocks, Scorecards, and Accountability Charts to drive clarity, accountability, and results across departments. Experience inCommunity Association Management is highly preferred, with a PCAM designation ideal; however, we also welcome proven operational executives from service-driven industries who can quickly learn our business model and master the details that drive success. Above all, this individual must demonstrate resilience, composure, and strength under pressure — able to thrive in a fast-paced, high-expectation culture and lead through direct, transparent communication without losing focus or drive.

Requirements

Bachelor’s degree in Business, Operations Management, or related field required; Master’s preferred.
Minimum 10 years of progressive leadership experience, including 5+ years overseeing multi-department operations.
Experience leading operations across multiple office locations or distributed teams preferred.
Experience in the Community Association Management industry strongly preferred; PCAM designation ideal.
Proven success in operational strategy, process improvement, and team development.
Strong analytical and organizational abilities, with exceptional attention to detail.
Superior communication and leadership skills — able to inspire confidence and foster accountability at all levels.
Comfortable leading in a high-performance, direct-feedback culture that values results and integrity.

Nice To Haves

Experience leading within the EOS® or Pinnacle framework is strongly preferred.
Experience inCommunity Association Management is highly preferred, with a PCAM designation ideal;

Responsibilities

Serve as a core member of the executive leadership team, collaborating with other VPs to execute the company’s vision and strategic priorities.
Lead, coach, and develop department heads across Community Management, Association Coordination, Compliance, Resident Services, and Administration.
Oversee and optimize cross-office operations across all NC and SC offices, ensuring consistency in process, communication, and service delivery across geographically distributed teams.
Build a culture of accountability, clarity, and collaboration, ensuring every operational department executes its responsibilities effectively and consistently.
Partner with the VP of Sales to align client onboarding, retention, and service delivery processes to support sustainable growth.
Identify and resolve systemic issues, bottlenecks, and inefficiencies across departments to improve workflow and service quality.
Implement and oversee operational rhythms — department reviews, leadership check-ins, and performance meetings — to ensure consistent communication and alignment.
Oversee staffing strategies, leadership development, and performance management across all operational teams.
Establish and refine standard operating procedures (SOPs), ensuring scalability, documentation, and alignment with company standards.
Monitor performance metrics, client satisfaction, service levels, and financial performance to inform strategic decisions.
Foster cross-department collaboration with Finance, HR, Maintenance, and Sales to strengthen company-wide communication and cohesion.
Serve as a trusted advisor and strategic partner to the President & CEO, contributing to company-wide initiatives, process improvement, and long-term growth strategies.