Vice President 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 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
  
  

Requirements

• 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
  
  

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.