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Manager, Field Operations (Customer Care)

Manager, Field Operations (Customer Care)

Canterra GroupNorth York, ON, ca
30+ days ago
Salary
CA$120,000.00–CA$140,000.00 yearly
Job description

Manager, Field Operations (Customer Care)

Location :   North York, Ontario

Compensation :   $120,000–$140,000 base salary

About the Opportunity

Join a trusted industry leader shaping Toronto’s skyline. With nearly 70 years of excellence, our client is one of Canada’s largest private real estate developers specializing in mixed-use developments, office, industrial, retail, and residential properties. They’ve built an award-winning reputation for innovation, superior design, and customer service, evidenced by iconic projects that have reshaped down town Toronto, North York and Vaughn. As a company deeply committed to quality and collaboration, this is your opportunity to contribute to transformative projects while working with one of the most respected real estate developers in the country.

The Role : Manager, Field Operations

In this pivotal leadership role, you will oversee the day-to-day operations of the Customer Care Field organization across designated residential development projects. Your responsibilities will include managing resources, optimizing site operations, and driving productivity to ensure a seamless customer experience. As the primary point of escalation for technical and service issues, you’ll collaborate with cross-functional teams and implement process improvements to maintain the company’s high standards of performance and service excellence.

Key Responsibilities

  • Operational Oversight :   Ensure adherence to operational processes at project sites to maintain optimal performance and productivity.
  • Resource Management :   Lead the hiring, training, and scheduling of field resources across assigned residential developments.
  • Site Setup & Support :   Oversee the setup of site offices and provide technical guidance to site staff, acting as the Level 2 escalation point for emergency service situations.
  • Cross-Functional Collaboration :   Work closely with Construction, Start-ups, Property Management, Sales, and Décor teams to enhance processes and reporting.
  • Performance Monitoring :   Review data from QA, PDI, and warranty service visits to monitor team performance, identify trends, and report to senior management.
  • Team Leadership :   Manage and mentor field teams, providing timely feedback, coaching, and professional development opportunities.
  • Process Improvements :   Spearhead enhancements to operational processes and reporting requirements to achieve superior customer satisfaction.

What You Bring

  • An undergraduate degree in Construction or a related field.
  • At least   5 years of progressive management experience   in a similar role, with a proven ability to manage employees at various levels.
  • Experience in the residential construction industry in Customer Care and Warranty is  mandatory .
  • Working knowledge of   Tarion   and the Ontario New Home Warranties Plan Act.
  • Strong leadership, motivational, and influencing skills.
  • Proven experience in people management, including goal-setting, performance feedback, and fostering team success.
  • Superior planning, coordination, and prioritization skills.
  • A flexible, approachable, and energetic attitude with the ability to build strong partnerships quickly.
  • Excellent written and verbal communication skills.
  • Why Join This Team?

  • Competitive Salary :   Base salary of $120,000–$140,000.
  • Career Growth :   Work with a highly respected industry leader and contribute to transformative residential projects.
  • Leadership Role :   Play a critical role in shaping field operations and driving success across major developments.
  • Team Development :   Lead and mentor talented teams in a collaborative and innovative environment.
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    Manager, Field Operations (Customer Care) • North York, ON, ca