Collections, Customer Experience, General Management, Operations, Property Management, Vendor ManagementCompensationUp 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 RoleRoyal 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 ResponsibilitiesLead managers, team leads, and operational departmentsImprove operating processes, service standards, and team accountabilityEnsure owners, tenants, vendors, and internal teams receive clear and timely communicationEnforce service standards across maintenance, leasing, collections, complaints, escalations, and customer communicationStrengthen rent collection, payment follow-up, receivables discipline, and financial accountabilityImprove documentation, compliance, legal escalation, and risk-control processesBuild dashboards, scorecards, reporting systems,



and management routinesAudit CRM and operational data to ensure reports reflect business realityIdentify root causes when performance drops and implement corrective actionWork with CRM systems, automation, AI tools, customer portals, dashboards, and third-party platformsTranslate operational problems into transparent requirements for technical teams and software partnersManage vendors, service providers, software vendors, and cross-company partnershipsControl costs while protecting service quality, compliance, collections, and customer experienceCoach, develop, restructure, or replace managers when requiredRequired Experience10+ years of operations leadership experience5+ years in a senior operations role managing managers, department heads, or multiple operational teamsExperience leading a high-volume, people-heavy service operationExperience overseeing teams of 50+ people, either directly or through managers, team leads, contractors, vendors, or distributed operational staffStrong experience with customer experience, service delivery, process improvement, team accountability, and operational performanceExperience with collections, payment follow-up, receivables, financial accountability, or payment-related operating controlsStrong judgment around documentation, compliance, escalation, risk control, and operational disciplineExperience with CRM systems, dashboards, workflow tools, reporting, automation, or AI-enabled systemsExperience managing vendors, partners, external service providers, software vendors, or cross-company relationshipsAbility to work with technical teams and translate business needs into clear system, workflow, automation,



or reporting requirementsEducation RequirementBachelor’s degree required; Master’s degree preferredPreferred 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 fieldMBA, Master’s in Management, Master’s in Operations, or similar graduate degree is considered an assetPreferred Industry BackgroundProperty managementResidential real estate operationsLeasing operationsMaintenance or field service operationsTelecom operationsInsurance claims or service operationsAutomotive service operationsFinancial services, collections, or receivables operationsCall centre or customer service operationsLogistics or dispatch operationsHospitality or multi-location service businessesHome servicesMarketplace or platform-based operationsSaaS-enabled operationsTechnology ExpectationsRoyal 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 LikeWithin 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.See All Open Roles#J-18808-Ljbffr

📌 Director Of Operations (Toronto)
🏢 Royal York Property Management
📍 Toronto