What are the responsibilities and job description for the Vice President of Operations position at Associa?
Associa is looking for a Vice President of Operations to join our team. The Vice President of Operations is a key leadership role responsible for overseeing the day-to-day business operations of Colby Management. This position ensures operational excellence across all departments, including customer service, accounting, administrative services, and community support functions.
The VP of Operations partners closely with executive leadership to drive consistency, accountability, and high-quality service delivery across the organization, with a strong focus on improving processes, supporting team performance, and enhancing the client experience.
Key Responsibilities:
Operational Leadership
- Oversee daily operations across all core departments, including Customer Service, Accounting, Administrative Support, Resale/Disclosure Services, and Collections/Delinquencies
- Establish and maintain consistent processes, workflows, and service standards across the organization
- Identify operational gaps and implement solutions to improve efficiency, accuracy, and responsiveness
- Monitor key performance indicators (KPIs) and ensure teams are meeting established service and delivery benchmarks
Financial & Fiscal Oversight
- Partner with accounting leadership to ensure timely and accurate financial reporting for all associations
- Support internal budgeting, forecasting, and financial performance of the branch
- Ensure proper controls and processes are in place for accounts payable, receivables, and delinquency management
- Support strategic financial planning and resource allocation
Client Experience & Service Delivery
- Drive a service-first culture focused on responsiveness, transparency, and accountability
- Oversee customer service operations, including call handling performance and communication standards
- Support community managers and operational teams in resolving escalated client issues
- Ensure consistent, high-quality service delivery across all client touchpoints
Team Leadership & Development
- Lead, mentor, and develop department leaders and team members across multiple functional areas
- Foster a culture of accountability, collaboration, and continuous improvement
- Support recruitment, onboarding, and training initiatives to strengthen team performance
- Conduct regular performance evaluations and provide ongoing coaching
Client Transitions
- Oversee the successful transition of new client associations
- Ensure organized, compliant, and timely offboarding of transitioning communities
- Coordinate cross-functional teams to ensure smooth handoffs and minimal disruption to clients
Process Improvement & Compliance
- Evaluate and improve internal systems, tools, and operational processes
- Ensure compliance with company policies, industry standards, and applicable regulations
- Partner with leadership to implement new initiatives, technologies, and best practices
Qualifications:
- Bachelor's Degree Preferred
- 10 years of directly or closely related experience
- 7-10 years of Management and/or Supervisory experience
- Excellent communication and presentation skills
- Demonstrate ability and desire to work and excel in fast-paced environment
- Well-organized, with a high attention to detail and ability to prioritize