Director of Operations

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

Associa is looking for a Director of Operations to join our team.The Director of Operations oversee their organization’s production of goods and/or services. Theyoversee various departments. They must make sure that their company’s products meet or exceedclients’ or customers’ expectation. They must make sure that their company’s operations runsmoothly and effectively. Depending on the size of their company, they may be involved inestablishing sales and profit goals and managing communities. They must make sure that theircompany conducts their business in a safe manner. They must comply with safety and environmentalrules and regulations.

What do we offer?

Associaoffers a competitive benefits package to our full-time employees including medical, dental, and vision insurance, 401k, disability insurance, and support with wellness and development initiatives and more. We have beendesignatedGreat Place to Work for six consecutiveyearsand many of our locations are awarded as Best and Brightest.

Duties and Responsibilities:

COMMUNITY MANAGER DUTIES:
• Supervise the operation and administration of the Association in accordance withmanagement agreement and the Association's policies and procedures.
• Acts as or oversee the primary liaison with the Association Board of Directors and homeownersas needed.
• Perform/Direct administrative and management duties as requested by the Board of Directorsand in accordance with the management agreement.
• Ensure Associa community management tools are being effectively developed and utilizedsuch as annual calendar, action item list, resolution worksheets, timed agendas, RFP matrixes,committee charters, procurement procedures, FY operating budget, etc.
• Review monthly financial reports and ensure management summary is submitted to theassociation Board of Directors.
• Provide and/or oversee recommendations to the Association Board of Directors andcommittees regarding major capital expenditures as required to maintain the desiredcommunity appearance and operation.
• Monitor corporate and client delinquency rates and collections process for account portfolio.
• Attend Board meetings per the management agreement and community events as needed.
• Prepare Board packages according to established time frames.
• Ensure Board of Directors is aware of legal actions involving the Association.
• Maintain unit and contract files relating to the operations of the Association.
• Assist Board of Directors/ARB with architectural review process and/or routine inspections asnecessary
• Responsible for maintenance of C3 data base, including updating resident information
• Responsible for routine and special project vendor management including procurement aswell as performance evaluation as contracted.

COLLECTIONS/DELINQUENCIES MANAGEMENT:
• Monitor assist and be a liaison between CSSC Delinquency Department and the Branchregarding all items related to the collection of assessments for the clients.
• Manage and mediate disagreements and problems with the delinquency/collection process.
• Oversee, monitor and assist the Branch with collection efforts of the Client’s AccountsReceivable
• Oversee setup processes of new clients and verify that all the information is accurate,including but not limited to working with the Billing, AR and/or Settlements Department inorder for the setup of delinquency protocol; late fee & interest to be accurate.

CUSTOMER SERVICE OPERATION
• Manage the day to day Customer Service & Administrative Support Department
• Recruit, mentor and develop customer service agents and nurture an environment where theycan excel through encouragement and empowerment
• Develops, tracks and reports key performance measurements for the unit.
• Develops and implements process and procedures to improve operational efficiency.
• Manages the customer service operations, which deals directly with customers and is the firstpoint of contact
• Maintain an orderly workflow according to priorities
• Oversee cross functional work areas targeted to resolve issues raised by customers.
• Responsible for oversight and monitor performance of Associa staff and/or office operationsas assigned.
• Other duties as assigned.

Requirements

• Bachelor’s Degree Preferred
• Master’s Degree Preferred
• 3-5 years of directly related or closely related experience
• Knowledge of operations, and/or underwriting management.
• Knowledge of applicable state statutes.
• Knowledge of all Associa operating systems and programs preferred.
• Knowledge of typical business correspondence (grammar, structure, punctuation, spelling, etc.)at an expert level.
• Knowledge of company policies, procedures and forms at an expert level.
• Knowledge of conflict resolution techniques at an expert level.
• Project management at an expert level.
• Self-motivated, proactive, detail oriented and a team player.
• Professional customer service skills.
• Time management and time critical prioritization skills.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.