Operations Manager

QuadReal Property Group, LP; Vancouver; In loco; CAD 100.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Performance-based incentive plan

Health & dental benefits

Pension plan

Paid time off

Descrizione del lavoro

QuadReal Property Group is seeking a Customer Care Operations Manager to lead and optimize customer care across a major Vancouver project. You will supervise coordinators, oversee orientations, turnover, and warranty programs, and partner with construction and sales teams to ensure exceptional homeowner experiences.

The role emphasizes operational excellence, escalation management, and continuous process improvements in a high-growth, mixed-use development environment.

Competenze

• 5+ years in customer care/operations management or related field.
• Proven experience leading and developing teams.
• Experience with customer escalations and service standards.
• Experience with residential project turnover, orientations, occupancy, and warranty is a strong asset.

Mansioni

• Lead and oversee all customer care operations and staff.
• Coach and develop coordinators and orientation staff.
• Ensure compliance with service standards, SLAs and warranty requirements.
• Act as escalation point for complex homeowner concerns and issues.
• Coordinate with Construction, Development, Sales, and Property Management for turnovers and occupancy.
• Monitor satisfaction metrics and drive continuous improvement.

Conoscenze

Customer care leadership

Operations management

Team coaching

Stakeholder management

Project coordination

Warranty administration

Formazione

Diploma or Bachelor's degree in Business Administration or related discipline

Descrizione del lavoro

About QuadReal Property Group

QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities globally for investments in equity and debt in both the public and private markets. QuadReal invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships. QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come. QuadReal: Excellence lives here. www.quadreal.com

Role Description

The Customer Care Operations Manager is responsible for providing operational leadership, administrative oversight, and customer service excellence across all customer care functions. Reporting to the Customer Care Director, this full-time role oversees office operations, site orientations, project turnover activities, and deficiency management programs, ensuring the highest standards of service delivery, documentation compliance, and homeowner satisfaction. Leading a team of coordinators and orientation staff, the Customer Care Operations Manager works collaboratively with internal teams, construction partners, and homeowners to manage operational escalations, drive process improvements, and support successful project delivery. As part of the transformative Oakridge Park development, the Customer Care Operations Manager will play a key role in supporting the successful delivery and occupancy of four residential towers comprising nearly 900 homes. This position offers the opportunity to work closely with development, construction, sales, and property management teams to ensure a seamless homeowner experience from orientation through occupancy and warranty service. Through strong leadership, operational excellence, and a customer-focused approach, the successful candidate will help establish best-in-class customer care practices and contribute to the long-term success of one of Canada's most significant mixed-use developments.

Responsibilities

• Lead and oversee all customer care operations, including office administration, site orientations, homeowner possession activities, project turnover, and deficiency management programs.
• Manage, coach, mentor, and develop Customer Care Coordinators and Orientation staff, Office administrator/coordinator, fostering a high-performance, customer-focused team culture.
• Ensure compliance with established service standards, operational procedures, warranty requirements, documentation protocols, and service level agreements (SLAs).
• Serve as the primary escalation point for complex homeowner concerns, operational issues, and project-related matters, ensuring timely and effective resolution.
• Coordinate closely with Construction, Development, Sales, Property Management, and other internal stakeholders to facilitate successful project turnovers and occupancy milestones.
• Oversee homeowner orientation programs, possession appointments, and move-in processes to ensure a seamless customer experience.
• Manage deficiency tracking, reporting, and resolution activities, ensuring outstanding items are completed within established timelines and quality standards.
• Monitor customer satisfaction metrics, service quality, operational performance, and team productivity, identifying opportunities for continuous improvement.
• Develop, implement, and maintain customer care processes, workflows, and best practices to improve efficiency, consistency, and service delivery.
• Maintain accurate records, turnover documentation, homeowner correspondence, warranty information, and operational reports.
• Prepare and analyze operational reports, customer care metrics, and project status updates for leadership review.
• Support the successful delivery and occupancy of residential developments by proactively identifying risks, resolving issues, and ensuring operational readiness.
• Assist in the development and implementation of departmental policies, procedures, and customer service initiatives.
• Remain current with industry best practices, warranty requirements, customer care trends, and applicable regulatory standards.

Experience and Qualifications

• 5+ years of progressive experience in customer care, operations management, project coordination, residential construction, property management, homebuilder warranty services, or a related field.
• Proven experience leading, coaching, and developing teams while managing operational workflows in a customer-focused environment.
• Demonstrated experience managing customer escalations, service delivery standards, and complex stakeholder relationships with professionalism and sound judgment.
• Experience with residential project turnover, homeowner orientations, occupancy processes, deficiency management, and warranty administration is considered a strong asset.
• Experience supporting large-scale residential, mixed-use, or phased development projects is preferred.
• Diploma or Bachelor's degree in Business Administration, Operations Management, Construction Management, Property Management, Customer Service, or a related discipline.
• An equivalent combination of education and experience will be considered.
• Strong organizational, planning, and time-management skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Excellent analytical, problem-solving, and conflict-resolution skills, with a focus on continuous improvement and operational excellence.
• Exceptional verbal and written communication skills, with the ability to build collaborative relationships and effectively communicate with homeowners, contractors, consultants, and senior leadership.
• Proficiency in Microsoft Office Suite and CRM, warranty management, or other database systems, combined with strong attention to detail and reporting capabilities.
• The expected annualized base salary range for this role is $100,000-$120,000.

Salary & Benefits

#LI-TT1 Based on the position, QuadReal offers a competitive total rewards package in addition to the base pay, which may include a performance-based incentive plan, comprehensive health & dental benefits, pension plan, and paid time off.

The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual's skill, experience, education and training, the market compensation of the role, and the consideration to internal equity.

• performance-based incentive plan
• comprehensive health & dental benefits
• pension plan
• paid time off

Candidates must be legally authorized to work in Canada as the company does not provide work permit sponsorship for this role.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.

For 10 years, QuadReal has created spaces that enhance the lives of the people and communities we serve. Headquartered in Vancouver, Canada, we are a leading global real estate partner focused on driving meaningful impact while delivering prudent growth. With a global perspective and local expertise collected from offices across Canada, the US, Asia and the UK, our success stems from our incredible team and from our values - integrity, collaboration, performance, innovation and responsibility. Join our team today to deepen your skillset, grow your career, and make a difference. Together, we're reimagining an industry and building a culture where ingenuity meets community building.