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Director, Residential Operations


Head Office


Reporting to the Vice President, Operations, the Director, Residential Operations will be responsible for managing and implementing building operations standards and activities across the Canadian residential portfolio. This role will actively manage and mentor a team of professionals. 

Duties and Responsibilities

  • Manage Team Deliverables
  • Set team expectations, targets and key performance indicators
  • Manage schedules, mentor team members, provide ongoing support and performance feedback
  • Operational Excellence
  • Create an operations standards manual for minimum expectations of Property Management Companies (PMCs)
  • Create a database of templates for the various tenant communications as it relates to tenant experience disruptions and development projects
  • Identify systems for process improvement and data management. Assess overall success of all implemented systems
  • Quarterly audits of PMC adherence to scorecard deliverables
  • Create a summary report to management on a quarterly basis on all operational initiatives.
  • Emergency Escalation
  • Act as the first point of contact and liaise between all Starlight departments and PMCs for emergency escalation issues and redirect as needed to resolve the issues.
  • Ensure audits are conducted of the Emergency Response Plan by each building.
  • Stakeholder communications
  • Attend site-level development meetings support to Resident Liaison, where required
  • Manage resident demonstration strategy and associated communications
  • Building Tours / Property Audits / Quality Control
  • Create a strategy and set targets for in-suite inspections and building audits
  • Collaborate with Asset Management teams to understand deliverables and assist with overflow 
  • Property Management Transition
  • Manage the PMC transition checklist and ensure all parties involved are accountable for deliverables 


  • University/​post secondary education and/​or PMP designation would be an asset.
  • 10 to 15 years experience in managing Multi-Residential Property Management projects. 
  • Knowledge of building systems.
  • Computer skills (Excel, Word, Yardi) 
  • Well-developed analytical and problem-solving skills 
  • Strategic thinking and decision-making skills 
  • Ability to work independently and in a highly collaborative, team-oriented environment 
  • Superior communication, organizational, time management and multi-tasking skills
  • Attention to detail
  • Capable of developing cross-functional relationships and influence
  • Management of people & tasks — provide constant & timely feedback
  • Implement strategy – organize teams & tasks
  • Ensure project timelines are met and goals are achieved