About QuadReal Property Group

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. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities globally for investments in equity and debt in both the public and private markets. QuadReal invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships. QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come. QuadReal: Excellence lives here.

Role Description

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. Leading a team of coordinators and orientation staff, the Customer Care Operations Manager works collaboratively with internal teams, construction partners, and homeowners to manage operational escalations, drive process improvements, and support successful project delivery. As part of the transformative Oakridge Park development, the Customer Care Operations Manager will play a key role in supporting the successful delivery and occupancy of four residential towers comprising nearly 900 homes.



This position offers the opportunity to work closely with development, construction, sales, and property management teams to ensure a seamless homeowner experience from orientation through occupancy and warranty service. Through strong leadership, operational excellence, and a customer-focused approach, the successful candidate will help establish best-in-class customer care practices and contribute to the long-term success of one of Canada's most significant mixed-use developments.

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, Office administrator/coordinator, 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 stand

📌 Operations Manager (Vancouver)
🏢 QuadReal Property Group
📍 Vancouver