Manager, Residential Operations

Job Description

We are seeking a highly organized, proactive, and detail-oriented Manager, Residential Operations, to oversee the daily operations, tenant satisfaction, team leadership, and capital upgrade functions for our growing portfolio of residential properties. This role manages a 100+ unit baseline portfolio spanning five (5) physical buildings across Kitchener, Waterloo, and Cambridge with overall portfolio expansion and acquisition growth scheduled in approximately six (6) months (local). This role is ideal for a seasoned property professional who thrives in a fast-paced environment, creates new operational standards, and can hold stakeholders, vendors, and team members accountable (local).

Key Responsibilities

1. Daily Property Management, Accounting, & Operations (50% of Role Baseline) Portfolio & Administration Management: Direct the property management and administrative functions for all apartment buildings across the tri-city, including handling all ad-hoc requests and tenant inquiries (local). Inbox and System Control: Manage and monitor the main administrative and maintenance email inboxes (local). Ensure all incoming tenant communications are reviewed daily, manually extracting critical maintenance details from emails and inputting them into the Yardi platform to track and coordinate vendor fulfillment timelines (local). Rent Ledger & Yardi Financials: Oversee the complete financial accounting and ledger health within Yardi Breeze (local). Actively participate in the rent collection process, managing all tenant rent ledgers and performing comprehensive manual rent reconciliation on a monthly basis to catch abnormalities (local). Accounting Department Alignment: Assist the accounting department in creating, defining, and enforcing standard processes and procedures for all tenants, vendors, and stakeholders to strictly abide by. Site & Compliance Audits: Conduct weekly site visits to all tri-city properties to manage operations (local). Oversee routine unit inspections, move-in and move-out logistics, and critical building fire safety compliance inspections (local).

2. Legal Coordination, LTB Compliance, & Asset Protection (15% of Role Baseline) LTB Notice Execution: Track late payments from the monthly rent collection cycle, subsequently drafting, preparing, and serving any necessary Ontario Landlord and Tenant Board (LTB) notices, specifically focusing on N4 or N8 forms as needed (local). Hearing Attendance & Filing: Independently manage the clerical preparation and formal filing of LTB notices and N11 agreements (local). Prepare files and attend all required LTB hearings directly, coordinating case documentation with external paralegals to ensure absolute legal accuracy (local). Asset Repositioning: Assist the accounting and asset management functions in creating and executing revenue enhancement and expense reduction programs. Personally lead high-stakes "Cash for Keys" landlord-tenant buyout negotiations and coordinate all associated legal documentation.

3. Team Supervision, Leasing Management & Meeting Leadership (25% of Role Baseline) Leasing Department Management: Manage property listings across multiple marketing channels. Manage inquiries and direct them to the appropriate leasing agents to schedule tours. Facilitate check-in calls with leasing agents for process improvements and updates. Manage intake of prospect applications and approvals as well as lease and contracts. Superintendent Management: Directly supervise, coordinate daily tasks, and manage communications for four (4) on-site Building Superintendents (local). Ensure their roles are clearly defined, followed, and executed at the property level (local). Strategic Meeting Alignment: Lead and participate in an average of six (6) strategic meetings per week, ranging from owner check-ins and team huddles to tenant application reviews, troubleshooting stagnant rental markets, and evaluating leasing agent production (local).

4. Project Management & Capital Improvement Sourcing (10% of Role Baseline) CapEx Budgeting & Scheduling: Work directly with ownership and project management to execute functions for apartment upgrades across the portfolio, including participating in budget creation, budget execution, and schedule tracking. Project Sourcing & Vendor Outreach: Coordinate vendor procurement, find qualified sub-contractors, and gather comprehensive pricing and quotes for major capital improvement and utility savings programs (local). Building Tech Procurement: Review, source, and analyze specific quotes for multi-residential building retrofits and facility technology upgrades (local). On-Site Quality Assurance: Monitor sub-contractors on-site to hold consultants accountable, check for strict safety compliance, and ensure high-level quality assurance during building updates (local).

5. Emergency On-Call Availability Primary Communications Triage: Serve as the primary point of contact for the main company phone line during regular business hours. 24/7 Incident Dispatching: Manage 24/7 on-call responsibilities for after-hours tenant emergencies and immediate coordination with emergency maintenance contractors (local).

Requirements & Qualifications

Experience: Minimum 5 years of experience in residential property management (local). Applicable Knowledge: Strong knowledge of property management principles, building safety, and applicable Ontario landlord-tenant laws. Hands-on experience preparing files and attending LTB hearings is strictly required. (local) Communication Skills: Excellent communication, problem-solving, and organizational skills, with a proven ability to manage multiple tasks and projects simultaneously. Software Proficiency: Full proficiency in Google Suite products (Gmail, Google Meet, Google Drive) and a strong working knowledge of Yardi Breeze Premier (local). Licensing & Travel: Valid Ontario Driver’s License (required) and access to a reliable vehicle for weekly tri-city site visits.

Job Type: Full-time

Schedule: 8-hour shift, Monday to Friday (plus required rotational or permanent after-hours emergency phone coverage)