Job Description

The Branch Operations Manager plays a critical role in supporting the Vice President of Operations by executing assigned initiatives and assisting with the day-to-day oversight of the home office support team. This position serves as a central operational resource, maintaining a comprehensive understanding of internal processes, workflows, and systems to ensure consistency, efficiency, and high service standards across the organization. The Branch Operations Manager is expected to proactively identify process gaps and inefficiencies, develop practical solutions, and collaborate with the Vice President of Operations to implement improvements that enhance overall performance. In addition, the role supports cross-functional coordination, helps drive accountability within the team, assists with training and onboarding efforts, and ensures that operational priorities are aligned with company goals and service expectations.

Daily tasks:

• Log HOA Settlements.
• Maintain Customer Relations Book on a monthly basis.
• Organize monthly all hands meetings with office staff to conduct training and share information with the team.
• Ensure Audit, Tax, DPOR and SCC requirements are met for all Associations.
• Lead Special projects assigned by VP of Operations.
• Oversee the Customer Service Team and the resident experience with home office.
• Liaison to building management and vendors associated with maintaining the office.
• Identify process improvements and implement efficiencies across departments.
• Assist with onboarding and training of new team members and support ongoing staff development.
• Support implementation and optimization of internal systems.
• Maintain and update standard operating procedures (SOPs) and internal documentation.
• Facilitate communication between departments to ensure alignment and accountability.
• Conduct periodic audits of internal processes to ensure compliance and efficiency.
• Other duties as assigned

Qualifications

• Strong organizational and operational management skills with the ability to prioritize and execute multiple initiatives simultaneously.

• Proven ability to identify process inefficiencies and implement practical, scalable solutions.

• Excellent written and verbal communication skills, with the ability to interact professionally with executives, team members, Boards, and residents.

• High attention to detail with strong analytical and problem-solving abilities.

• Demonstrated leadership skills, including the ability to support, train, and hold team members accountable.

• Ability to manage competing priorities in a fast-paced environment while maintaining high service standards.

• Proficiency in Microsoft Office Suite, particularly Excel and Outlook; experience with property management systems (e.g., TownSq, Strongroom, CRM platforms) preferred.

• Working knowledge of compliance requirements, including audit, tax, DPOR, and SCC filings (or ability to quickly learn).

• Experience in customer service operations, process management, or property management strongly preferred.

• Ability to handle sensitive and confidential information with professionalism and discretion.

• Bachelor’s degree preferred, or equivalent combination of education and relevant experience.

• Minimum of 3–5 years of experience in operations, property management, or a related field.

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