The Role
Provides strategic leadership for onsite HOA operations, hospitality services, resident satisfaction, staff development, vendor contracts, board relations, budgeting, compliance, reporting, process improvement, and emergency preparedness. Partners with the General Manager to oversee service quality, financial performance, governance support, and operational effectiveness across departments.
Summary Generated by Built In
Who We Are
With a legacy spanning four decades, Action Property Management has become the premier choice for homeowner’s association management. Founded in 1984, Action began with a single client and a vision to elevate ethical and professional standards in the HOA industry. Our unwavering commitment to integrity and professionalism, coupled with our core values of excellence, innovation, and care for people, continues to define us. Today, as the largest privately owned HOA management company in the West, we proudly serve over 300 communities across 9 offices. Our success is fueled by a team of nearly 900 dedicated team members who genuinely love what they do and are dedicated to helping homeowners thrive and love where they live.
Job Summary
The Director of Operations is responsible for providing strategic leadership and oversight of all onsite operations to ensure exceptional resident experience and consistent delivery of high-quality hospitality services. This role partners closely with the General Manager to support Board relations, governance processes, and financial planning while driving operational excellence, team performance, and continuous improvement. The Director of Operations serves as a senior operational leader, accountable for service standards, compliance, and the overall effectiveness of property operations.
Compensation: $80k-100k/year base (depending on experience)
Key Responsibilities
- Set and champion service standards that promote exceptional hospitality and resident satisfaction.
- Oversee all day-to-day operations across onsite departments, ensuring consistent execution of service expectations.
- Monitor resident feedback and operational performance metrics to drive service improvements.
- Serve as a senior escalation point for complex resident and service issues.
- Lead, coach, and develop department leaders and management-level staff.
- Establish performance expectations, provide feedback, and support professional development.
- Partner with the General Manager on workforce planning, succession planning, and talent development.
- Foster a culture of accountability, collaboration, and service excellence.
- Provide oversight of vendor relationships and service contracts.
- Ensure vendors meet performance standards, contractual obligations, and safety requirements.
- Review contracts, track renewals, and recommend service or cost improvements.
- Partner with the General Manager in supporting Board relations and communications.
- Lead or support preparation of Board and Annual Meeting materials, including Director’s Reports, agendas, notices, and operational documentation.
- Attend Board and committee meetings as assigned and present operational updates.
- Ensure operational compliance with association governing documents, including CC&Rs, Rules & Regulations, and policies.
- Lead and support annual budget preparation in collaboration with the General Manager and accounting teams.
- Monitor operational expenses, analyze variances, and recommend cost-effective solutions.
- Review and approve invoices and expenditures within delegated authority.
- Provide oversight of property systems and reporting tools, including SnapHOA, BuildingLink, Action Lists, calendars, and contract schedules.
- Ensure data accuracy, consistency, and effective use of systems to support transparency and accountability.
- Identify and implement process improvements to enhance efficiency and service delivery.
- Ensure compliance with safety standards, policies, and regulatory requirements.
- Support emergency preparedness planning and response.
- Act as a senior onsite leader during incidents and emergencies.
Operational & Service Excellence Leadership
People Leadership & Organizational Development
Vendor & Contract Oversight
Board Relations & Governance Leadership
Financial & Budget Oversight
Systems, Reporting & Process Optimization
Risk Management & Emergency Preparedness
Requirements
- Minimum of five (5) years of progressive leadership experience in residential property management, hospitality, or related operations.
- Proven experience leading multi-department teams and managers.
- Strong financial acumen, including budgeting and expense management.
- Exceptional communication, presentation, and relationship-management skills.
- Ability to interpret and apply governing documents and operational policies.
- Highly organized, strategic, and results-oriented with strong problem-solving skills.
- Proficiency with Microsoft Word, Excel, PowerPoint, and property management systems.
Education/Certifications
- High School Diploma or equivalent required. College degree preferred; degree in Business, Hospitality, or a related field.
- CMCA certification preferred.
Team Member Perks
- Award-Winning Culture: Proud recipient of the Great Place to Work Certification.
- Highly Rated Employer: Check out our Glassdoor reviews –read our reviews here.
- Comprehensive Benefits: Competitive salary, health insurance, and 401(k) matching for qualifying team members.
- Work-Life Balance: Vacation, sick time, holiday pay, and your birthday holiday.
- Cutting Edge Technology: Access to industry-leading tools and resources that drive efficiency and success.
- Career Growth and Development: Join a company committed to supporting your professional growth and helping you achieve your goals.
We are committed to investing in the infrastructure, technology, training, and tools you need to excel in your role. Our relentless dedication to our company values and culture ensures a workplace where you feel heard, supported, and valued. Join us at Action Property Management and make a meaningful impact.
Action Property Management is an Equal Opportunity Employer and Supports a Drug Free Workplace. Pursuant to the San Francisco and Los Angeles San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Skills Required
- Minimum five years of progressive leadership experience in residential property management, hospitality, or related operations
- Experience leading multi-department teams and managers
- Strong financial acumen, including budgeting and expense management
- Exceptional communication, presentation, and relationship-management skills
- Ability to interpret and apply governing documents and operational policies
- Highly organized, strategic, and results-oriented with strong problem-solving skills
- Proficiency with Microsoft Word, Excel, PowerPoint, and property management systems
- High school diploma or equivalent
- College degree, preferably in Business, Hospitality, or a related field
- CMCA certification
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The Company
What We Do
Action Property Management is a privately-owned HOA management company that provides comprehensive services including financial reporting, maintenance coordination, vendor management, and board support. They focus on helping communities thrive through professional management, leveraging proprietary technology like SnapHOA to enhance resident experiences and operational efficiency across residential developments in California and Texas.
