OPERATIONS MANAGER

Nurture | Toronto and GTA | Full-time | Hybrid with occasional travel

$66,875 target total compensation in year one, $78,375 at the next level, up to $ 100K+ at the director level

(base and stipend of $59,000 + quarterly performance bonus + health and dental)

ABOUT NURTURE

We are a short-term rental property management company in Toronto. We run roughly 40 properties on behalf of the homeowners (i.e. on sites like Airbnb) who own them, concentrated in the GTA mostly (with a few exceptions). We handle guest communication, cleaning coordination, pricing, maintenance, and everything else that makes a stay work.

We are growing quickly and have systems already built. What we need is an ambitious local decision-maker who can ensure our operations keep running smoothly so founders can continue to grow the company

This position is not easy or casual. The job requires schedule flexibility and being on-call. It is for somebody who wants to grow along with a fast-growing company and build a career with increasing responsibility and compensation (see below compensation and career ladder for details). We want this operations manager to grow into an operations director as the company grows.

THE ROLE

You are in charge of managing the operations coordinators (4 in total) and take action as needed to ensure the guests, properties, team, and clients are taken care of. You are the one physically going to properties if needed, and support onboarding of new clients. You complete your own tasks while managing the coordinators, contractors, and clients to ensure operations run smoothly.

In a normal week you will:

- Check what the team says they finished against what the systems actually show
- Handle guest, property, contractor issues the team escalates
- Physically go to and inspect units in the GTA as needed
- Coach a mistake, then improve the system that prevents the next one
- Onboard new clients and keep them happy
- You manage four coordinators, own the harder guest and owner conversations, and carry real spending authority.
- This is a decision-making job that is not easy. If you are looking for a casual job this is not the right fit for you.

COMPENSATION

- Base salary: $59,000 ($52,500 base + $6,500 on-call stipend)
- Quarterly performance bonus: 15% of base, $7,875 a year at target
- On-call stipend: $250 per week of primary duty, roughly $6,500 a year
- Health and dental coverage
- Target total compensation: $66,875

The bonus is formulaic, not discretionary. It is scored on owner retention, guest experience ratings, cost control, and operational reliability. The written offer includes confidentiality and non-solicitation terms.

CAREER LADDER

This is a career ladder, not a job. Four levels, published up front, with the criteria for each written down before you start. You will start at the Operations Manager level and work your way up with performance

Every level pays base plus the same quarterly bonus, on-call stipend, and health and dental coverage.

Operations Manager: Base + on-call stipend $59,000. Target total (if bonus hit) $66,875





Senior Operations Manager: Base + on-call stipend $69,000. Target total (if bonus hit) $78,375

Head of Operations: Base + on-call stipend $79,000. Target total (if bonus hit) $89,875

Director of Operations: Base + on-call stipend $89,000. Target total (if bonus hit) $101,375

Promotion is earned on numbers you can look up and track. Owner retention, guest rating, critical incidents, and how much still reaches the founder. Meeting the criteria makes you eligible at the next quarterly review.

We will show you the full criteria for every level in the first interview. If you want to know exactly what it takes to double your compensation here, we can tell you on the first call.

THE SCHEDULE

You will have set regular workdays (4 weekdays, 1 weekend day) per week. We need somebody who is available on call if issues arise and if your team needs to escalate

You will primarily work from home but will need to visit properties in the GTA as needed to inspect properties and ensure work by contractors is done to a high standard and all actions are taken care of.

You are the last line of defence. If somebody forgets to lock the door, close a window, etc. you will need to either arrange somebody to do something or do it yourself.

WHAT YOU WILL OWN The team

- Day to day management of four coordinators: two covering cleaning coordination and guest messaging on weekdays, two covering evenings and weekends
- Quality, coaching and follow through, using daily checklists and accountability reporting that already exist
- Writing and maintaining the SOPs & systems that let the team decide without asking

Guests

- Every guest issue the front line cannot resolve, from complaints and refund requests to mid stay problems and relocations
- Judging when to absorb a cost to protect a review and when to hold the line
- Making sure the guest hears an outcome, not just an acknowledgement

Owners

- Routine homeowner communication, approvals, expectations and statement questions
- supporting new property onboarding
- Retention: maintaining quality and winning back clients who are at risk of leaving

Operations

- Cleaning, property and exterior maintenance coordination. Ensure the property doesn’t have an overaccumulation of garbage. Manage the team and fill in as needed to ensure no missed cleans, no guest walking into a unit that is not ready, issues resolved as soon as possible
- Ensure team performs all actions needed and filling in gaps when they can’t do it themselves
- Controllable spend held to budget without cutting into guest experience
- Ensure team or yourself answers inquiries in a timely manner (less than 9 minutes average)
- Ensure all guest reviews and feedback has been handled and implemented




- Resolve Aircover claims

In-person Visits to Properties

- Occasional property visits across the GTA to inspect a unit, train and manage contractors
- Meeting homeowners, and doing walkthroughs with prospective clients.
- Small handyperson and cleaning work as needed (change lightbulbs, install smartlocks, nail things, garbage management, etc.)

ON CALL Short-term rentals do not stop at 6pm. You carry primary on-call every other week, twenty six weeks a year. Our evening and weekend assistants are the first line and an automated overnight monitor screens for genuine emergencies (no heat, no power, no cooling, lockouts), so you are the escalation rather than the first phone to ring.

On call is paid separately from salary at $250 per week of primary duty, as its own line on your pay statement. If you physically attend a property, that time is paid at a three hour minimum.

WHO THIS IS FOR

Required

- Three or more years managing airbnb operations or property management experience
- You have managed local or remote staff and held them to standards
- Comfortable being the face of the company on a call with a homeowner
- Comfortable in software all day. We run property management software, CRM, communication software
- Based in the GTA with a valid licence, driving record that keeps you insurable to drive for work, and your own reliable vehicle. Expect roughly 150 km of driving a week across property visits. Kilometres are reimbursed at the CRA rate of 73 cents, and parking on a property visit is reimbursed on receipt.
- Excellent written English. Most owner and guest communication is written and it represents the company.
- An offer is conditional on a satisfactory criminal record check, which we pay for

Helpful, not required

- Handyperson, repair, construction experience
- Municipal licensing or compliance experience
- Experience creating operation systems

Who this is NOT for

- Anyone who wants every decision signed off before making it
- Anyone looking for an easy casual job
- Anyone looking for 100% work from home or work from home job
- Anyone looking for strictly 9 to 5 with no evening involvement

HOW TO APPLY Only Apply using this google form: https://forms.gle/Zj6EpvWfcvALLyp27

The form takes about fifteen minutes. It asks for your resume, a sixty-second video, and three scenario answers about calls you have actually had to make.

The video does not need to be polished. This role is the voice of the company to homeowners, so we would rather hear you than read about you.

We read every application.

NOTES FOR APPLICANTS

We will only be reviewing complete applications on the google form above.

Please do not reach out directly. Only apply with the google form.

Pay: $59,000.00-$101,375.00 per year

Benefits

- Dental care
- Extended health care
- Paid time off

Application question(s):
- Do you understand that only applicants who fill out the google form in the will be considered?

Experience:
- Property management: 2 years (required)

Work Location: Hybrid remote in Greater Toronto Area, ON

📌 Short Term Rental Operations Manager (Greater Toronto Area)
🏢 Nurture
📍 Greater Toronto Area