Director of Operations & Engagement

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Director of Operations & Engagement

Association Management Washington, D.C.

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Description

Smithbucklin, a 650-person, employee-owned professional services company with more than 70 years of success serving the association market, is looking for aDirector of Operations & Engagementto be located in our Washington, DC Headquarters office to serve our association management client organizationVacation Rental Management Association (VRMA).

At Smithbucklin, we embody a culture driven by optimism, ambition, expertise,andthoughtfulness, where every team member is empowered to exceed expectations and deliver exceptional results for our clients. Join us in shaping the future of association management, where our values serve as the cornerstone of our success.

Vacation Rental Management Association (VRMA) , the premier professional vacation rental industry association, seeks a Director of Operations & Engagement (DOE) to partner with the Executive Director and staff team to lead the organization into an exciting future.

The Director of Operations & Engagement has a critical role, responsible for fostering and strengthening internal operations and relationships with our diverse stakeholders. This position will work closely with the Executive Director to develop and implement strategies that enhance volunteer engagement, member satisfaction, and overall organizational impact.

The Director of Operations & Engagement will have the exciting opportunity to support and extend VRMA’s mission , vision, and strategy as the organization leads the vacation rental management industry into the future .

Responsibilities

• Serve as Chief of Staff, overseeing and responsible for program management, member/customer support, technology and infrastructure processes, and platform operations. Ensures accurate financial reporting, reconciliation, and monthly analytics, alongside programming and operations reporting and analysis.
• Employ matrix management, a strong results orientation, and versatility to manage a range of responsibilities, including executive support, internal operations, stakeholder engagement, and strategic initiatives in a dynamic, fast-paced environment.
• Collaborate with Executive Director and Marketing team to deliver a comprehensive membership recruitment and retention strategy that aligns with VRMA’s mission, driving membership growth and increasing the annual percentage of revenues from membership dues.
• Analyze and leverage member feedback, industry trends, competitive insights, membership, and external data to continuously increase member engagement, satisfaction, and external brand awareness and refine membership offerings.
• Collaborate with the Executive Director, Board of Directors, and key stakeholders to foster a culture of engaged and motivated volunteers, implementing effective programs and processes to recruit, train, and manage a diverse and skilled volunteer base.
• Align committee work with the organization's strategic goals, providing guidance and support to ensure committees operate effectively. Partner with staff to uphold volunteer engagement best practices and established protocols, delivering consistent, high-quality experiences for all volunteers.
• Drive the process for developing the organization’s annual operating budget, including identifying, selecting, and engaging resources or solutions within the parameters of the approved budget (i.e., operational planning).
• Operational oversight of financial and accounting management, producing monthly financials, analytics, and reporting across internal and external channels
• Contribute to the strategic thinking, future-focused planning, and prioritization efforts of the Executive Director and the VRMA Board of Directors.
  
  

Leadership Duties

• Design the optimal staff (or other resources) team to execute operations and advance strategic priorities within the approved budget's parameters.
• Lead program management and customer support operations, fostering a customer-focused culture.
• Seek, learn, analyze, and apply subject matter knowledge related to VRMA, the industry, and its members' goals and objectives. Become adept at the issues, environment, vocabulary, culture, and personas of membership.
• Report directly to the Executive Director to oversee team leads and staff, ensuring the execution of strategic priorities and projects as directed by the Executive Director and as approved by the board.
• Prioritize the organization’s work effectively and manage multiple deadlines simultaneously.
• Create and nurture an environment for staff effectiveness and engagement, including ensuring role clarity, expectations, performance management, and overall morale.
• Ensure service excellence delivery to volunteers, members, collaborators, funders, and other stakeholders.
• Help staff develop the knowledge, competencies, and skills to perform their roles successfully.
• Communicate expectations; surface and resolve conflict; and reward and recognize successes across the staff team.
• Assume accountability for staff functions, actions, and outcomes.
  
  

Qualifications

• Proven experience in a senior-level executive support role or similar position.
• Strong strategic thinking and analytical skills.
• Excellent communication and interpersonal skills.
• Demonstrated ability to develop, lead, and manage teams.
• Knowledge of the vacation rental management industry is a plus.
• Bachelor's or advanced degree in a relevant field is a plus.
  
  

Where Do You Fit?Whether you are just beginning your career or are a mid- or senior-level professional, working at Smithbucklin will offer you countless opportunities to develop transferable skills, acquire meaningful knowledge and gain rich experiences at an accelerated pace. By working collaboratively with smart, ambitious, multi-talented, genuine and hardworking colleagues, you will build meaningful, deep and enduring relationships that will serve you well throughout your career, regardless of your chosen path. In addition, as a 100 percent employee-owned company, Smithbucklin offers all our people – regardless of position or compensation – an equal chance to experience the fulfillment and reap the benefits of ownership. As owners, our employees control the destiny of Smithbucklin and are unified in the goal of building a great, enduring company. Our hybrid environment offers you the option of working from home two days per week. Employees will work a standard 40-hour week, with the possibility of additional hours based on project deadlines. The salary for this role will be based on the candidate’s skills, qualifications, and relevant experience. Additionally, successful candidates may qualify for a discretionary bonus up to and including 10% of base pay. The expected pay for this role is: $100,000 - $115,000. Equal Employment OpportunityAt Smithbucklin, Equal Employment Opportunity is our commitment and goal. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other protected status designated by federal, state or local law. Applicants are encouraged to confidentially self-identify when applying. Employment is contingent upon successful completion of reference and background investigation based on position.

Smithbucklin will not sponsor applicants for work visas and as a precondition of employment, you must be authorized to work in the United States permanently.