Senior Director, Community Operations (HTX)

OnPlace Collective
Senior Director, Community Operations
OnVie. Field Leadership. Houston, Texas.

Reports To: SVP, OnVie
Department: OnVie & OnSpire
Location:Houston, TX (Hybrid)
Employment Type: Full-time, Exempt
Travel: 20% to 30% across Texas. Quarterly travel to Florida HQ.

About OnPlace Collective

OnPlace Collective is a multi-division property lifestyle and marketing company built to help master-planned communities feel like the places people actually want to live. We operate three connected divisions, each with a distinct role:

• OnVie is our lifestyle management division, responsible for welcome center operations, resident programming, and community engagement across master-planned communities.
• OnSpire is our in-house marketing agency, responsible for community brand strategy, creative, and campaign execution.
• OnMenity is our amenity consulting division, advising builders and developers on the design and programming of community amenity spaces.

Together, these divisions let us shape every touchpoint a resident, guest, or builder has with a community, from the first welcome center walkthrough to the lifestyle programming that makes a neighborhood worth talking about. We are growing fast, we are operator-led, and we are building the kind of company where the work actually matters.

The Role

The Senior Director, Community Operations leads the strategic and day-to-day operations of every welcome center and lifestyle program across our Texas master-planned community portfolio. You will lead a team of Lifestyle Regional Directors, own the operational backbone of OnVie in the field, and serve as the connective tissue between OnVie execution and OnSpire marketing strategy.

This role exists because excellence on the ground is non-negotiable. Every resident interaction, every builder presentation, every event, and every welcome center walk-in either reinforces the OnPlace standard or erodes it. Your job is to make sure it always reinforces it.

What You Will Own

Six areas define this role. Each one is essential, and together they cover everything from the daily operations of a welcome center to the leadership of the team that runs them.

Welcome Center Operations and Service Standards

• Set and enforce service standards across every welcome center in the Texas portfolio, with consistent on-site and virtual check-ins to ensure resident, guest, and builder experiences are on-brand.
• Review end-of-day reports, traffic logs, and operational reporting on a weekly cadence. Identify trends, flag gaps, and turn data into action.
• Oversee Microsoft Teams channels used for staff communication, ensuring information flowing to residents and guests is accurate, timely, and consistent.
• Serve as tier-2 on-call escalation, supporting Regional Directors who handle first-response coverage.

Lifestyle Programming Oversight

• Lead a team of Lifestyle Regional Directors responsible for programming strategy, quality, and consistency across assigned communities.
• Coach Regional Directors on programming aligned to each community's demographics, brand identity, and HOA expectations.
• Ensure resident engagement and participation metrics are tracked, reviewed, and acted on at the community level.
• Identify standout programming concepts and scale them across the portfolio so wins in one community become wins in many.

OnVie and OnSpire Field Coordination

• Serve as the on-the-ground link between OnVie operations and OnSpire marketing. When a campaign launches, you make sure it shows up correctly in the community experience.
• Coordinate with OnSpire account leads and marketing PMs so events, programming, and welcome center activity are properly supported with collateral, signage, and communications.
• Surface community-level insights, resident feedback, and operational trends back to OnSpire to shape marketing strategy and creative direction.

Team Leadership and People Management

• Lead, develop, and hold accountable a team of Lifestyle Regional Directors across assigned community portfolios.
• Direct oversight of all welcome center staff in the Texas portfolio, including the full employee lifecycle.
• Partner with HR on full-cycle hiring, onboarding, performance management, and (when necessary) terminations.
• Build and manage training schedules so every team member is set up for success and aligned to OnPlace service standards.
• Conduct formal performance reviews on a regular cadence and lead the harder conversations when they need to happen.
• Address interpersonal team conflicts promptly, partnering with HR on matters that require formal involvement, to maintain a healthy, high-performing team that aligns with our company culture.

Client and HOA Relations

• Senior point of contact for client relationships, including escalation handling and resolution.
• Manage HOA relationships at each community, ensuring strong working partnerships and alignment with HOA expectations.
• Lead Builder Presentation calls, gathering and assembling current community information. This responsibility may be delegated to the Marketing PM with you maintaining oversight.

New Welcome Center Openings

• Manage physical setup of new welcome center spaces: furniture, supplies, and overall environment.
• Lead end-to-end technology deployment: computers, iPads, phones, Wi-Fi, and any community-specific tooling.
• Build and organize all documentation required for a new welcome center to open and operate, including the operations manual, traffic logs, end-of-day note templates, opening and closing procedures, password sheet, and amenity list.
• Own and continuously refine the OnPlace standard playbook for new welcome center openings, driving improvements in efficiency and consistency with each launch.

Required Experience and Skills

• 7+ years of progressive operations leadership experience in master-planned communities, hospitality, multi-site retail, property management, or comparable multi-location service environments.
• Demonstrated success managing distributed teams across multiple physical locations.
• Track record of full-cycle people leadership: hiring, training, performance management, and conflict resolution.
• Strong client-facing presence with experience handling escalations and managing senior client and HOA relationships.
• Hands-on experience opening or onboarding new physical locations, including coordinating furniture, supplies, and technology deployment.
• Experience overseeing lifestyle programming, resident events, or community engagement initiatives across multiple sites.
• Proficiency in Microsoft Teams and core productivity tools. Comfort with operational reporting, dashboard review, and data-informed decision making.
• Willingness and ability to travel 20% to 30% across Texas, with occasional travel to the Florida corporate office.
• Bachelor's degree in business, hospitality, communications, or related field, or equivalent operational experience.

Preferred

• Direct experience working within or alongside HOA governance structures.
• Background in master-planned community lifestyle, amenity, or welcome center operations.
• Experience building and rolling out standard operating procedures across multiple sites.

Pay: $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Houston, TX 77024 (Required)

Work Location: Hybrid remote in Houston, TX 77024