Director of Operations

Collections, Customer Experience, General Management, Operations, Property Management, Vendor Management

Compensation

Up to $200,000 CAD annually, including base salary and performance-based bonuses. Final compensation will be discussed during the interview process and will depend on experience, qualifications, leadership background, and overall fit.

About The Role

Royal York Property Management is hiring a highly experienced Director of Operations to lead and strengthen the day-to-day operations of a growing, service-driven property management company.

This is a senior leadership role with responsibility across people, process, service quality, financial discipline, technology, compliance, vendor management, and execution.

The Director of Operations will oversee managers and operational departments, improve performance, enforce service standards, strengthen reporting, and build scalable systems across the business.

Royal York manages single-family residential rental homes, which means operations involve owners, tenants, maintenance issues, rent payments, complaints, legal timelines, vendors, communication standards, and service expectations. The right candidate must be able to lead in a fast-moving environment where accountability, documentation, customer experience, and operational discipline all matter.

This role has the potential to grow into a COO-level position for the right person.

Key Responsibilities

• Lead managers, team leads, and operational departments
• Improve operating processes, service standards, and team accountability
• Ensure owners, tenants, vendors, and internal teams receive clear and timely communication
• Enforce service standards across maintenance, leasing, collections, complaints, escalations, and customer communication
• Strengthen rent collection, payment follow-up, receivables discipline, and financial accountability
• Improve documentation, compliance, legal escalation, and risk-control processes
• Build dashboards, scorecards, reporting systems, and management routines
• Audit CRM and operational data to ensure reports reflect business reality
• Identify root causes when performance drops and implement corrective action
• Work with CRM systems, automation, AI tools, customer portals, dashboards, and third-party platforms
• Translate operational problems into clear requirements for technical teams and software partners
• Manage vendors, service providers, software vendors, and cross-company partnerships
• Control costs while protecting service quality, compliance, collections, and customer experience
• Coach, develop, restructure, or replace managers when required

Required Experience

• 10+ years of operations leadership experience
• 5+ years in a senior operations role managing managers, department heads, or multiple operational teams
• Experience leading a high-volume, people-heavy service operation
• Experience overseeing teams of 50+ people, either directly or through managers, team leads, contractors, vendors, or distributed operational staff
• Strong experience with customer experience, service delivery, process improvement, team accountability, and operational performance
• Experience with collections, payment follow-up, receivables, financial accountability, or payment-related operating controls
• Strong judgment around documentation, compliance, escalation, risk control, and operational discipline
• Experience with CRM systems, dashboards, workflow tools, reporting, automation, or AI-enabled systems
• Experience managing vendors, partners, external service providers, software vendors, or cross-company relationships
• Ability to work with technical teams and translate business needs into clear system, workflow, automation, or reporting requirements

Education Requirement

• Bachelor’s degree required; Master’s degree preferred
• Preferred fields of study include Business Administration, Operations Management, Management, Finance, Accounting, Economics, Real Estate, Engineering, Industrial Engineering, Supply Chain Management, Information Systems, Technology Management, or a related field
• MBA, Master’s in Management, Master’s in Operations, or similar graduate degree is considered an asset

Preferred Industry Background

• Property management
• Residential real estate operations
• Leasing operations
• Maintenance or field service operations
• Telecom operations
• Insurance claims or service operations
• Automotive service operations
• Financial services, collections, or receivables operations
• Call centre or customer service operations
• Logistics or dispatch operations
• Hospitality or multi-location service businesses
• Home services
• Marketplace or platform-based operations
• SaaS-enabled operations

Technology Expectations

Royal York is a tech-enabled property management company. The Director of Operations must be comfortable working with CRM systems, dashboards, automation, AI tools, customer portals, reporting platforms, and third-party technology partners.

This role does not require coding experience, but it does require the ability to work effectively with technical teams, explain operational problems clearly, and help improve systems that support the business.

What Success Looks Like

Within the first 90 days, success should include stronger visibility into operational performance, improved reporting and scorecards, clearer service standards, stronger manager accountability, better escalation rules, and a practical plan to improve customer experience, profitability, compliance, and scalability.

Long term, the goal is for this person to help Royal York become more disciplined, more scalable, more profitable, more technology-enabled, and more consistent across every part of the operation.

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