Operations Manager in Vancouver

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. QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves.

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.

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, 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.
• Diploma or Bachelor's degree in Business Administration, Operations Management, Construction Management, Property Management, Customer Service, or a related discipline.
• 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. 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.

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