Vice President Operations

Overview

The Vice President is responsible for the overall day to day planning and operational management of a company’s business unit.

Responsibilities include but are not limited to talent acquisition and management, developing and retaining personnel, financial management, administering policy and procedure, business unit growth and client satisfaction / retention.

This position is responsible for the overall health, welfare, and profit and loss of a business unit.

The Vice President also provides exemplary service in a manner consistent with the values and mission of the Castle Group.

He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service as it relates to this function.

This includes working interdepartmentally, as well as, with our external customers.

Responsibilities

Financial Management

• Responsible for full profit and loss of business unit.
• Ensure business unit operations with budget delivering against EBITDA goals.
• Manage team’s financial acumen and is adept in financial statements, budget compliance, association banking, and setup, ensuring a successful contract renewal process.

Business Development

• Cultivates strong business relationships with current and potential clients and vendors.
• Responsible for new business growth as well as cross-selling of Castle services to existing clients.

Talent Management

• Active participant in Talent Acquisition, focusing on the consistent drive to build a cohesive and high-performing team.
• Identify, coach, and performance manage team for retention, promotion, and succession planning.
• Actively partner with Human Resources functions to ensure organization-wide talent management programs and initiatives are executed.
• Support change management and organizational development strategies, influences and assists organizational change initiatives in support of business strategies

Client Retention & Satisfaction

• Responsible for the smooth execution of onboarding a new account with the support of the Transition Team.
• Develop and maintain positive and long-term client relationships.
• Ensure rich touches occur at all levels of Operations leadership with clients.
• Continually monitor Business Unit portfolio to ensure retention of clients and effectively keeps accounts active and healthy.
• Proactively seeks remediation of any potential issue.

Operational Excellence

• Command Business Unit information to drive effective decision-making.
• Addresses escalations through collaboration with Home Office departments.
• Maintain all compliance throughout the business unit.
• Ensure Regional Directors prepare and execute the budget process within the budget season timeline.
• Ensures Quarterly scorecards are completed and executed by Regional Directors.
• Ensures the development and implementation of Castle Best Practices
• Other duties as needed.

Supervisory Responsibilities

• Directly manage a team of Regional Directors, Account Manager(s), and Office Manager / Administrative Assistant
• Carry out supervisory responsibilities in accordance with Castle’s policies and applicable laws.
• Responsibilities include interviewing, hiring, 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 be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience

• A bachelor’s degree with a concentration in business, real estate, and hospitality or equivalent combination of education and experience is required.
• Master’s degree in business or related field preferred.
• A minimum of 3 years of business management experience or an equivalent combination of education and experience is required.
• 3 years' experience as a Regional Director
• Internal candidates must have 3 consecutive years of 95% average margin retention.
• Active CAM license required
• Knowledge and experience in Association Management are strongly preferred.
• Proven ability to assess organizational risks and implement effective mitigation strategies to safeguard company assets and ensure regulatory compliance.
• Demonstrates strong financial acumen with the ability to manage site-specific budgets, analyze financial performance, and provide actionable insights.
• Experienced in overseeing financial reporting, forecasting, and variance analysis to support strategic decision-making.
• Recognized for providing thought leadership in business operations. Regularly contributes strategic insights that influence high-level decision-making and operational efficiency across the organization.
• Skilled in establishing and maintaining high-level relationships with key vendors in the market, ensuring favorable terms and high-quality service delivery.

Experienced in negotiating contracts, assessing vendor performance, and aligning partnerships with business goals

• Experience in sourcing, hiring, and developing top-tier talent. Adept at identifying high performers, fostering their growth, and building cohesive teams that consistently exceed performance expectations
• Ensures full compliance with industry regulations and internal policies. Expertise in implementing compliance protocols, conducting regular reviews, and training teams to adhere to established standards
• Valid driver’s license required.

Skills and Abilities

• Strong understanding of the business and the link between regional strategy and business strategy
• Solid understanding of opinions, monitors the effect of business decisions on people and advises senior management on addressing concerns
• Strong customer service, communication, and interpersonal skills to help create effective customer-focused relationships with all levels within the organization.
• Exceptional conflict resolution techniques with proven strategies for de-escalating negative situations are required.
• People-oriented individual with proven ability to build and maintain relationships.
• Highly organized with strong time management skills and the ability to work under tight deadlines, use time effectively based on key priorities, and delegate effectively.
• Excellent verbal and written communication skills with the ability to communicate, receive, and exchange ideas and information using spoken and written language.
• Strong leadership development skills with the ability to engage, inspire, coach, train, and develop other leaders.
• Strong ability to influence people while maintaining focus on building relationships.
• Ability to develop clear, actionable steps from overall strategy
• Ability to work in a team environment.
• Ability to learn new technology.
• Strong problem-solving skills and critical thinking skills.
• Ability to act with integrity, professionalism, and confidentiality.
• Internal Castle Teammate preferred.

Physical requirements

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully.

Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Able to work under pressure, maintain composure, and utilize good judgment during emergency / difficult and stressful situations.
• Ability to lift 30lbs. following appropriate safety procedures.
• Ability to :
• Work in different environmental working conditions (., heat, cold, wind, rain).
• Reach with hands and arms.
• Manual dexterity to input data into the computer.
• Extensive use of fingers for typing and visual use of the computer monitor.
• Repeat various motions with wrists, hands, and fingers.
• Ability to detect auditory and visual emergency alarms.
• 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.
• This position requires frequent travel, more than 50% travel. Most travel is inside the local area.
• Overnight travel or travel by plane on occasion.
• Required to travel to multiple on-site locations on an as-needed basis.
• Ability to respond to emergencies in a timely manner, 24-7.
• Ability to work extended hours and weekends if needed.

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.