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.
Key Responsibilities
Operational & Service Excellence Leadership 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. People Leadership & Organizational Development 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. Vendor & Contract Oversight 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. Board Relations & Governance Leadership 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. Financial & Budget Oversight 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. Systems, Reporting & Process Optimization 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. Risk Management & Emergency Preparedness 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.
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 h