Director of Operations

Overview

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent…