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Manager, Lease Operations

Location

Head Office

Overview

The Manager, Lease Operations is responsible for establishing and leading a centralized leasing support function to drive prospect engagement, appointment conversion, and occupancy across the portfolio, while delivering a consistent high-quality customer experience.

This role oversees a team of up to 10 Call Centre Agents and is accountable for end-to-end leasing funnel performance, including response times, lead qualification, appointment booking, and conversion support. The Manager will actively lead day-to-day operations, including training, coaching, performance management, and team engagement.

The Manager will apply a structured, data-driven approach to operations, leveraging reporting, technology, and AI tools to improve efficiency, consistency, and results. This position is critical to building a scalable, high-performing leasing function.

Duties and Responsibilities

Team Leadership & Performance

  • Provide strategic leadership and direction to a team of Call Centre Agents, ensuring alignment with organizational leasing and occupancy targets, and achievement of individual and team KPIs.
  • Monitor and optimize team performance through regular review of key metrics (including call quality scores, responsiveness, and conversion rates), delivering ongoing coaching and implementing actions to improve performance against targets.

Leasing Funnel Management

  • Oversee all inbound and outbound leasing inquiries across phone, email, and digital channels
  • Ensure timely follow-up and consistent prospect engagement
  • Drive appointment setting and support conversion to tours and leases
  • Partner closely with on-site Leasing Specialists to ensure seamless handoff and prospect experience

Operational Excellence

  • Build and implement standardized processes, scripts, and workflows to ensure consistency across the team
  • Establish service level expectations (response times, follow-up cadence, etc.)
  • Develop and maintain Call Centre Agent schedules to ensure consistent coverage aligned with business needs
  • Optimize scheduling, coverage, and call routing to support business needs
  • Ensure accurate and consistent documentation of all prospect interactions

Data, Reporting & Analysis

  • Track key performance metrics, including lead volume and sources, response times, appointment conversion rates, and leasing outcomes
  • Interpret large datasets to identify trends, inefficiencies, and opportunities for operational improvements
  • Develop and maintain reporting dashboards to support decision-making

Technology & AI Enablement

  • Leverage CRM systems and leasing platforms to support team performance and reporting
  • Identify and implement AI tools to enhance lead qualification, response automation, communication consistency, and reporting insights

Cross-Functional Collaboration

  • Partner with Leasing teams, Marketing, and local Property Management 
  • Provide feedback on lead quality, campaign effectiveness, and market trends
  • Support alignment between centralized leasing and on-site execution

Requirements

  • 5+ years of experience in call centre/​contact centre operations or leasing/​sales operations in a high-volume environment 
  • Experience managing and developing teams (5 – 10+ direct reports preferred) 
  • Strong understanding of sales funnels, lead management, and conversion metrics 
  • Advanced proficiency in Excel and data analysis; ability to work with large datasets 
  • Experience with CRM systems and reporting tools 
  • Familiarity with AI tools and automation platforms is strongly preferred 
  • Proven ability to build processes, implement structure, and drive performance 
  • Strong communication, leadership, and organizational skills 
  • Highly accountable, proactive, and results-oriented