Technical Support and Service Representative

Matrix360 has been at the forefront of building and transforming the commercial real estate and development (CRED) landscape for diverse and inclusive teams for over two decades. We continue to partner with our clients to deliver solutions as Canada’s talent management and workplace strategy leader.

We are committed to contributing to the transformation of our industry, evolving workplaces to be a greater pathway to access to opportunities, and creating possibilities for all people.

Our underlying value system is centered around educating and promoting Diversity, Equity, and Accessibility in the workplace. A human-centred approach and connectivity are at the core of everything we do, including:

• Sourcing and placing talent
• Advising and guiding leaders on implementing more equitable workplace policies and frameworks
• Creating impact in workplace cultures of excellence

We are the ‘go to’ for building the future of the CRED industry - including recruiting talent, educating and delivering tools for professional development, and guiding organizations on how to build better through equitable and inclusive workplace strategies.

Our search and talent management and workplace consulting tenure has guided organizations to increase diverse representation and build and enhance workplace policies and processes to expose, attract, advance, and retain talent and create inclusive workplace cultures that engage all employees.

We are the platform invested in championing Diversity and Equity in the CRED industry.

We actively create better pathways for career development and advancement for candidates. We proudly participate and invest in various CRED associations and educational institutions throughout Canada and the USA.

Over the last 36 months, we have invested and financially contributed over $250,000 to various charities, associations, and diverse community groups in Canada and the USA.

We are committed to providing access, equal opportunity, and accommodation for all individuals in employment, services, programs, and activities.

If you require accommodation or this information in an alternative format at any stage of the search process, contact David Bendea, or 416 703 3400 extension 2300.

About our Client

Raising the Roof (RTR) is a nationally registered charity with the primary goal of delivering long-term solutions to homelessness in Canada. Previously to 2020 the organization was known for their contributions to homelessness awareness and research. In response to the magnitude of today’s homelessness crisis, RTR has pivoted to focus primarily on homelessness prevention through the development and operation of affordable rental housing. Their portfolio has grown significantly since this work began in 2020 with 70 units in operation by the end of 2024 and over 400 units currently under development.

RTR has active development sites or operating units in Orillia, Barrie, Sudbury, Winnipeg, and St. John’s. The goal is to one day develop and operate housing across all provinces and territories in Canada.

They operate a mix of market and affordable units across a range of different profiles with corresponding tenant acuity, affordability, and levels of support. In each community we serve, RTR forms a partnership with at least one housing provider partner – typically a non-profit group that will refer tenants, provide support services and (sometimes) provide property management services. RTR has some head lease arrangements but predominantly holds leases directly with tenants and hires contractors accordingly to manage the needs of the tenants and real estate operations.

Manager, National Housing Operations

On behalf of our client RTR, we are seeking a Manager of Non-Profit Housing Programs to join their remote-first team. In this role, you would be reporting into the Director & Managing Director. They are seeking a qualified professional experienced in dealing with housing providers, property managers, and tenants, to oversee the operations of their growing portfolio.

RTR is seeking a candidate who can help design and ultimately lead the execution of an efficient operating framework reflective of their core organizational values. The successful candidate will be well equipped to immediately assume oversight of the existing operational conditions while simultaneously contributing to the design and implementation of a new operational framework reflective of modern best practices. This individual will be highly self-motivated, a natural team player, and have great problem-solving skills, along with a strong technical background in residential property management and operations.

The base salary is dependent on industry exposure and experience, plus bonus, RRSPs, and benefits, plus a fully flexible and remote work environment. Our client is an advocate for equity and diversity and recognizes the importance of leadership engagement within its framework.

Responsibilities

• Develop and manage relationships with local Housing Providers
• Work with Real Estate team to integrate Housing Providers into projects
• Negotiate terms to housing partnerships and assigned roles
• Establish and implement communications and data collection standards with housing providers

Manage Housing Access

• Oversee tenant intake and support structures developed with and utilized by housing providers
• Develop, in consultation with Housing Solutions, internal best practices for housing support delivery
• Ensure external housing operations meet the standards of RTR best practices

Property Operations

• Oversee the activities of external Property Managers
• Review and approve operating budgets - expected & actual
• Find efficiencies across existing portfolio of operational units
• Make recommendations for annual capital planning in consultation with external partners
• Collate operations data and liaise with finance to report internally on progress and performance

Contract Management

• Administrate active operating contracts and negotiate housing agreement renewals
• Review new partnership agreements, lease agreements, and contribution agreements
• Develop access plans internally and in concert with municipal partners as required
• Develop tenancy management policies for arrears, bad debts, and evictions
• Assist Property Managers in implementing tenant-based policies including LTB oversight

Data, Evaluation and Impact Measurement

• With Strategic Initiatives and Communications team, develop a housing and employment data and evaluation strategy to be able to measure and report on outcomes, affordability, and social impact for internal and external communications and funding agreements
• Coordinate with Housing Providers and Training and Employment Partners to ensure timely and fulsome data regarding demographics, first-hand accounts, data, and other relevant outcomes and impact information
• Liaise with communications and Housing Solutions regarding data collection, evaluation, and internal and external reporting obligations
• Contribute to reporting to government and foundation funders regarding housing operations and employment outcomes

Qualifications

• 5+ years of relevant experience in residential property management
• Exposure to overseeing a portfolio of multiple buildings, ideally with an understanding of asset management
• Exposure to, or at least interest in, non-profit and / or affordable housing operations
• Interested in leading a team of property management and building operations professionals in the upkeep of a growing portfolio of affordable housing
• Strong interpersonal communication and negotiation skills and ability to effectively communicate with all levels, internally and externally
• A self-starter who can handle multiple stakeholders and deadlines at once
• Strong understanding of tenant relations and leasing
• Flexible and adaptive nature, calm and collected under emergency and conflict situations
• Strong organizational skills with the ability to problem-solve and make clear decisions while keeping in mind the bigger picture

Working Conditions

RTR is a small, dedicated team of professionals unified in our goal of homelessness prevention across Canada. Because our scope of work and real estate holdings are national, our employees are primarily remote with some obligations to travel for meetings and site visits regionally and inter-provincially as required. For this role, candidates would ideally live within a reasonable driving distance from Simcoe County and the GTA (where most of the properties are located). However, there is openness to geographic location, as long as it is understood that some travel will be necessary in those cases. Successful candidates must have a valid government issued driver’s license and the willingness to travel / drive to sites as required.