Vice President of HOA Management - #261183

Overview: Assembly HOA is seeking a strategic, results-oriented Vice President of Community Success (HOA Management) to lead and scale our HOA management operations. Reporting directly to the CEO, this role will focus on managing and developing our community management teams, driving customer satisfaction and retention, and ensuring operational excellence across all client engagements.

About Assembly HOA: Assembly HOA is an AI-enabled HOA management company dedicated to transforming homeowner associations into turnkey communities by combining exceptional software with experienced community management. We automate operations, enhance transparency, and guide HOAs toward becoming fully turnkey communities through intelligent strategic planning. Assembly’s culture values ownership, accountability, and a strong commitment to customer satisfaction.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and grow a high-performing team of community management professionals.
• Recruit, onboard, and retain talent aligned with our culture of ownership, accountability, and customer-centric service.
• Foster a culture of proactive communication, continuous learning, and professional development.
  
  

Customer Success & Retention

• Develop and implement robust customer retention strategies to ensure long-term client satisfaction and loyalty.
• Act as a primary escalation point, effectively resolving high-impact customer issues and maintaining strong relationships with key stakeholders, including HOA boards.
• Regularly assess customer satisfaction through proactive engagement, surveys, and direct feedback.
  
  

Growth & Strategic Initiatives

• Identify and pursue growth opportunities through service expansion, upselling, and enhanced service adoption.
• Partner cross-functionally with all team members to execute strategic initiatives aligned with growth objectives.
  
  

Operational Excellence

• Continually evaluate and optimize operational processes to improve efficiency, scalability, and service quality.
• Oversee financial management related to HOA accounting.
• Ensure compliance with all regulatory and HOA governance requirements.
  
  

Performance Management & Metrics

• Monitor and drive performance through clear, measurable KPIs including client retention rates, customer satisfaction scores, and revenue growth.
• Conduct regular performance reviews, providing constructive feedback and clear career pathways for direct reports.
  
  

Qualifications

• 7+ years of experience in HOA management with at least 5 years in a senior leadership capacity.
• Demonstrated track record of successfully managing and scaling customer-facing teams.
• Exceptional interpersonal, leadership, and conflict-resolution skills.
• Strong financial acumen and operational management experience.
• Prior experience in startup or fast-paced growth environments preferred.
• Excellent communication skills with the ability to clearly articulate strategy and performance metrics to executive leadership.
• CMCA required, PCAM preferred
  
  

Cultural Fit & Attributes

• Proven ability to thrive in a dynamic, fast-paced startup environment.
• Strong ownership mentality with a relentless focus on delivering results.
• Approachable, collaborative leader who motivates teams through transparency and clear communication.
  
  

Location & Travel:

• This role is based on-site in our Glendale office, requiring regular presence (4-5 days per week).
• Periodic travel to San Francisco as needed.
  
  

Compensation & Benefits

• Competitive base salary with significant OTE potential and equity participation.
• Comprehensive benefits package including medical, dental, vision, PTO, and retirement plans.