Director of Operations

The Director of Operations provides strategic and operational leadership for the Chief Operating Officer’s (COO) Office, overseeing Home Office operations and ensuring alignment with company objectives and service standards. This position manages the departments responsible for Facilities, Office Management, Client Communications, Production, and Resident Services, ensuring each operates efficiently, collaboratively, and in alignment with Castle’s Royal Service® philosophy. 

Serving as both a strategic partner and hands-on operational leader, the Director of Operations drives consistency, efficiency, and excellence across departments. This role bridges strategy and execution, supporting the COO in implementing initiatives that enhance service delivery, teammate engagement, and operational performance. 

Leadership & Executive Partnership 

• Partner closely with the COO to prioritize, plan, and execute strategic initiatives and operational improvements. 

• Lead and mentor departmental managers and supervisors, promoting a culture of accountability, collaboration, and innovation. 

• Serve as a key liaison between the COO’s office and other Home Office departments, ensuring clear communication and alignment. 

Operational Oversight 

• Oversee daily operations of the Home Office, including facilities management, vendor relationships, supply and equipment procurement, and general administrative support. 

• Manage the Client Communications and Production departments to ensure the timely, accurate, and high-quality delivery of all client-facing materials and statutory mailings. 

• Lead the Resident Services team in providing exceptional internal and external customer support. 

• Ensure operational consistency, efficiency, and adherence to company policies and quality standards across all managed departments. 

Performance & Process Management 

• Establish and monitor departmental goals, KPIs, and service-level metrics, reporting regularly to the COO. 

• Identify and implement process improvements that drive efficiency and enhance service delivery. 

• Oversee budgets and resource allocation across departments, ensuring fiscal responsibility and cost-effectiveness. 

• Maintain compliance with internal controls, safety procedures, and applicable regulations. 

Culture & Collaboration 

• Champion Castle’s Royal Service® culture by modeling professionalism, teamwork, and integrity in all interactions. 

• Encourage continuous improvement, professional development, and leadership growth among team members. 

• Partner with HR, Finance, and other departments to ensure cohesive support across Home Office operations. 

• Support company-wide events, programs, and communications led by the COO’s office. 

• Other duties and responsibilities as assigned. 

Supervisory Responsibilities 

• Directly manage Office Manager, Resident Services Manager, and Production and Client Communications Manager. 

• Carry out supervisory responsibilities in accordance with Castle’s policies and applicable laws.   

• Responsibilities include interviewing, hiring, and training, developing and mentoring employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

Qualifications 

To perform this job successfully, an individual must satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and Experience 

• Bachelor’s degree required, preferred focus in Business, Management, Communications, or related field. 

• Minimum 3 years of progressive leadership experience in operations, administration or business services.   

• Demonstrated ability to lead teams and function in a fast-paced, service-oriented organization.  

• Strong customer service, communication, and interpersonal skills to help create effective customer-focused relationships with all levels within the organization.  

• Able to work under tight deadlines and use time effectively based on key priorities. 

• Effective written and verbal communication skills 

• Intermediate command of computer hardware/software, specifically Microsoft Office Suite. 

• Property management or real estate industry experience and/or CAM license preferred. 

Skills and Abilities 

• Excellent verbal and written communication skills.  

• Excellent interpersonal, negotiation, and conflict resolution skills. 

• Excellent organizational skills and attention to detail. 

• Strong analytical and problem-solving skills. 

• Ability to prioritize tasks and to delegate them when appropriate. 

• Ability to act with integrity, professionalism, and confidentiality. 

• Proficient with Microsoft Office Suite or related software. 

• Communicate, receive and exchange ideas and information by means of the spoken and written.  

Physical requirements 

The physical demands described here are representative of those required of an employee to perform the essential functions of this job successfully. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to lift 30lbs. following appropriate safety procedures.   

• Ability to: 

• work in an upright standing position for long periods of time 

• Crawl in small and tight spaces.  

• work in different environmental working conditions (e.g. heat, cold, wind, rain).  

• Walk and climb stairs.  

• Extensive use of fingers for typing and visual use of the computer monitor.  

• Handle, grasp, feel objects and equipment.  

• Reach with hands and arms.  

• Ability to quickly and easily navigate property/buildings are required to meet the job functions.  

• Repeat various motions with wrists, hands and fingers.  

• Ability to detect auditory and/or visual emergency alarms.  

• Ability to climb ladders and work at heights above ground level. 

• Ability to hear, understand and respond appropriately to verbal requests made in person and over the telephone. 

• Visual ability correctable to 20/20. 

• Ability to respond verbally in an understandable, professional manner in person and over the telephone. 

• Ability to stoop and bend. 

• This position may require travel, no more than 15% travel. Most travel is inside the local area. 

• Overnight travel or travel by plane on occasion. 

• Ability to work extended hours and weekends if needed. 

• Position may require valid Driver’s License. 

EQUAL EMPLOYMENT OPPORTUNITY 

Castle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws. 

DISCLAIMER 

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.