Vice President of Shared Services (DTX2026)

Company Overview

RealManage is a prominent national firm recognized on the Inc. 5000 list, operating across 16 states + Washington DC and serving a diverse array of clients including homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. Our client base also includes nationally renowned developer and builder clients.

Ranked among the top firms in the community management industry (#3 out of 5,000+), RealManage distinguishes itself by delivering exceptional solutions at competitive prices. We leverage cutting-edge cloud-based technologies and mobile apps, supported by industry-leading practices and a highly skilled workforce.

Our mission at RealManage is to offer comprehensive and innovative solutions that consistently surpass customer expectations. We prioritize transparency and visibility in all client interactions, continuously measuring our performance to achieve rapid improvement. We foster a workplace culture that promotes professionalism, encourages growth, and embraces diversity. By maintaining financial strength and focusing on continual innovation, we aim to lead the industry with pioneering advancements.

Join RealManage and contribute to a company dedicated to excellence, innovation, and delivering unparalleled service in community management.

The Vice President of Shared Services is a leadership role responsible for overseeing the day-to-day operational functions of Customer Service, Operations, Resale, and Client Financials, as well as the team members supporting these areas. This role ensures operational efficiency, high levels of customer satisfaction, and consistent adherence to the company’s brand standards across all service functions.

This position is responsible for auditing the quality of service and operational performance delivered by each department and for developing, implementing, and refining policies and procedures that promote operational excellence and align with the company’s brand expectations. The Vice President of Shared Services will lead the training and implementation of these policies, reinforcing company culture, accountability, and a customer-centric mindset throughout the organization. In close collaboration with the Executive Team, this role will contribute to strategic initiatives that drive company-wide performance and long-term success.

In addition to team leadership and process oversight, the Vice President of Shared Services will oversee key administrative and operational support functions, including back-office operations, systems management, complex client escalations, and applicable HR oversight for team members within the supported departments. This role ensures that operational infrastructure, technology platforms, and internal processes effectively support both employees and clients while maintaining high service standards.

A strong foundation in accounting, management, and financial oversight is essential in this role. The Vice President of Shared Services will work closely with accounting teams to ensure accurate financial reporting, effective internal controls, and compliance with company policies and regulatory standards. This includes overseeing accounting processes, monitoring financial reconciliations, supporting budgeting and forecasting activities, and ensuring that financial data is timely, accurate, and actionable for leadership decision-making. This role will also help establish accountability, transparency, and operational discipline within financial processes across departments.

The skills required to succeed as a Vice President of Shared Services include exceptional analytical, organizational, managerial, communication, and leadership abilities. Emotional intelligence is equally important, as this role requires effective collaboration and communication across multiple departments and leadership levels. The ideal candidate is a collaborative and resourceful problem solver who can develop high-level, well-defined solutions and build cross-departmental alignment to execute initiatives that support the company’s strategic goals.

Essential Skills

• Team Leadership
• Change Management
• Team Building
• Critical Thinking
• Strategic Decision-Making
• Conflict Resolution
• Compliance and Risk Management
• Process Management and Optimization
  
  

Departmental Oversight

Accounting

Responsible for oversight, process integrity, and performance management of the accounting function to ensure accurate financial reporting, operational efficiency, and regulatory compliance.

• Client Financial Production
• Oversight of monthly financial statement preparation and delivery for client associations.
• Financial Production Calendar
• Implementation, monitoring, auditing, and quality control of the financial production calendar to ensure timely and accurate reporting.
• Virtual Assistant Program (RTM)
• Oversight and performance management of the RTM Virtual Assistant program supporting accounting operations.
• Tax and Audit Seasonal Projects
• Coordination and oversight of annual tax preparation support and external audit processes.
• Accounts Payable / Accounts Receivable
• Oversight of AP and AR processes to ensure accuracy, compliance, and efficient financial operations.
• Banking Setup and Vantaca Integration
• Management of banking configurations and system integrations within Vantaca to ensure proper financial processing and reporting.
• Banking Authorizations and Relationships
• Oversight of banking permissions, authorizations, and institutional relationships to maintain proper financial controls and security.
  
  

Resale

Responsible for oversight of resale processes to ensure compliance with regulatory requirements and timely delivery of resale documentation.

• Declarant-Controlled Communities
• Management and oversight of in-house resale production for declarant-controlled associations.
• Board-Controlled Communities
• Oversight of third-party resale providers and vendor relationships for board-controlled associations.
  
  

Operations

Responsible for operational support systems, service quality standards, and process management that ensure efficient service delivery and strong customer satisfaction.

• Insurance Process Oversight
• Management of insurance documentation processes and coordination with carriers, boards, and internal teams.
• Customer Service Standards
• Oversight of customer service performance with a target of 24-hour response times for phone calls and general inquiries.
• Onboarding and Offboarding Processes
• Oversight and continuous improvement of operational onboarding and offboarding procedures for communities and clients.
• Access System Management
• Oversight of systems used to manage community access controls, including:
• Gate Fob / Gate Access Systems
• Pool Fob / Pool Access Systems
  
  

Performance Metrics and KPIs

Responsible for establishing and monitoring performance benchmarks that drive accountability, service quality, and operational improvement.

• Departmental Performance Metrics
• Development and monitoring of KPIs across Accounting, Operations, Customer Service, and Resale teams.
• Operational Efficiency Tracking
• Monitoring turnaround times, production schedules, service response times, and quality standards.
• Continuous Improvement Initiatives
• Identification and implementation of process improvements based on operational performance data.
  
  

Disclaimer

This description is not intended to be an exhaustive list of duties. The employee may perform other duties as assigned to meet the ongoing needs of the organization. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of this position.