Director, Residential Operations

About the Role:

Shiplake Properties is looking for a Director, Residential Operations to oversee the operational and service delivery of our portfolio of premium, purpose-built residential properties. Reporting to the Chief Operating Officer, you will be the driving force behind our operational excellence, team leadership, and commitment to providing a best-in-class living experience for our residents. The role also has the responsibility for departmental meetings, supplier relations, and overall maintenance of each property. This is a key leadership role that ensures our properties not only meet but exceed our high standards for service, financial performance, and resident satisfaction.

What You'll Do:

As the Director, Residential Operations, you will lead a team that is crucial to the success of our properties, directly impacting both our business goals and the daily lives of our residents.

- Lead a team by providing strong leadership, mentorship, and guidance to our residential property teams, with a focus on delivering excellent customer service.

- Oversee all residential property operations, ensuring adherence to company values, policies, and operational standards through regular property visits.

- Drive continuous improvement by implementing strategies to enhance customer satisfaction, property appearance, and resident engagement.

- Manage budgets by working with the COO and other teams to establish annual operating and capital expenditure budgets, and monitor key performance indicators.

- Act as a key liaison between residents, associates, and general managers, addressing escalated customer complaints and maintaining an open-door policy.

- Ensure compliance with all provincial and federal employment standards, human rights codes, and the Landlord and Tenant Act.

Promote a strong culture of service and operational excellence, ensuring our properties are always maintained to the highest quality standards.

Who You Are:

We're looking for an experienced and proactive leader with a strong customer-service focus, excellent problem-solving skills, and a proven ability to lead and motivate a team.

- 12+ years of property management and supervisory experience.

- Demonstrated effective leadership, organizational and problem-solving skills.

- Self-directed and team-oriented, with excellent communication and interpersonal skills.

- Strong customer service focus.

- Knowledge of Landlord Tenancy Act.

- Knowledge and hands-on experience with Yardi, HVAC systems, preventative maintenance programs, delivery of safety training, budgeting, staff scheduling and supplies management.

Working knowledge of safe work practices including but not limited to Occupational Health & Safety Act, WHIMIS, WSIB, sub-contractors and contracted services. Must be able to promote safe work environments through education and training as well as by policy and practice design.

About Shiplake Properties:

Shiplake Properties Ltd. is a third-generation family-owned business, constructing urban residences for nearly 80 years. We own and manage a variety of apartment complexes tailored to different lifestyle needs. With a focus on innovation, service, and community, we pride ourselves on fostering supportive and dynamic workplaces where employees can grow and thrive.

Shiplake Properties is proud to be Certified™ by Great Place To Work® , the global authority on workplace culture, employee experience and leadership behaviour, based on what employees say. Great Place to Work® Certification™ is recognized worldwide and is the global benchmark for identifying and distinguishing outstanding employee experience. As a member of our team, you can expect to be part of an organization that is committed to creating a workplace where you can be both focused and fulfilled. We are a company that empowers our team members to make a difference through our core values: customer obsession, innovation, operational excellence , and a commitment to long-term thinking .

We are proud to be an employer committed to diversity and inclusion in all our locations and in our hiring practices. We believe in hiring the best talent whose skills and abilities contribute to the success of the organization and who reflect the communities in which we live and work. We welcome applications from a wide range of qualified candidates, including people with disabilities. If you require assistance or accommodation throughout the application process, please inform us and we will work with you to ensure your needs are accommodated.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

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