Director of Operations
About the role
Collections, Customer Experience, General Management, Operations, Property Management, Vendor Management
Compensation
Up 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 Role
Royal 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.
How to Apply
Please submit your resume for consideration. Qualified candidates will receive an email within 24-48 hours of applying with a link to complete a pre-recorded online interview. This interview is required as part of the first stage of the hiring process.
After the pre-recorded interview is completed, our recruiting team will review your application and contact selected candidates by email regarding next steps.
Key Responsibilities
Lead managers, team leads, and operational departments Improve operating processes, service standards, and team accountability Ensure owners, tenants, vendors, and internal teams receive clear and timely communication Enforce service standards across maintenance, leasing, collections, complaints, escalations, and customer communication Strengthen rent collection, payment follow-up, receivables discipline, and financial accountability Improve documentation, compliance, legal escalation, and risk-control processes Build dashboards, scorecards, reporting systems, and management routines Audit CRM and operational data to ensure reports reflect business reality Identify root causes when performance drops and implement corrective action Work with CRM systems, automation, AI tools, customer portals, dashboards, and third-party platforms Translate operational problems into clear requirements for technical teams and software partners Manage vendors, service providers, software vendors, and cross-company partnerships Control costs while protecting service quality, compliance, collections, and customer experience Coach, develop, restructure, or replace managers when required
Required Experience
10+ years of operations leadership experience 5+ years in a senior operations role managing managers, department heads, or multiple operational teams Experience leading a high-volume, people-heavy service operation Experience overseeing teams of 50+ people, either directly or through managers, team leads, contractors, vendors, or distributed operational staff Strong experience with customer experience, service delivery, process improvement, team accountability, and operational performance Experience with collections, payment follow-up, receivables, financial accountability, or payment-related operating controls Strong judgment around documentation, compliance, escalation, risk control, and operational discipline Experience with CRM systems, dashboards, workflow tools, reporting, automation, or AI-enabled systems Experience managing vendors, partners, external service providers, software vendors, or cross-company relationships Ability to work with technical teams and translate business needs into clear system, workflow, automation, or reporting requirements
Education Requirement
Bachelor’s degree required; Master’s degree preferred Preferred 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 field MBA, Master’s in Management, Master’s in Operations, or similar graduate degree is considered an asset
Preferred Industry Background
Property management experience is valuable, but it is not the only relevant background. Strong candidates may come from industries such as:
Property management Residential real estate operations Leasing operations Maintenance or field service operations Telecom operations Insurance claims or service operations Automotive service operations Financial services, collections, or receivables operations Call centre or customer service operations Logistics or dispatch operations Hospitality or multi-location service businesses Home services Marketplace or platform-based operations SaaS-enabled operations
Technology Expectations
Royal 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 Like
Within 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
About Royal York Property Management
Royal York Property Management is the premier property management and leasing company in Ontario, boasting an extensive portfolio of over 22,000 properties. What sets us apart is our unique offering of guaranteed rental income to landlords, ensuring peace of mind and financial stability. With a remarkable $10.1 billion in real estate assets under management, we stand as one of Canada's largest and most reputable property management firms. Additionally, our global presence is expanding and we now service 11 locations in Europe and over 40 locations in North America.
Our commitment to innovation drives our approach to property management. Leveraging our proprietary technology, we aim to disrupt the industry and enhance processes and systems. With over 20 strategically positioned offices across North America and Europe, we provide clients with local expertise and unwavering service delivery, as all departments operate 24/7.
At Royal York Property Management, we treat our clients' investment properties with utmost care, as if they were our own. Whether it's addressing maintenance concerns or conducting tenant showings, we consistently ask ourselves if we are meeting the standards we would set for our own properties. Our primary focus is to prioritize the needs of our clients and tenants, striving to achieve excellence every day.
Royal York Property Management goes above and beyond just rent collection. We are the only company in the industry that offers a genuine rental guarantee for our residential properties. Our confidence in our rigorous tenant placement process enables us to guarantee rent payment, cover legal expenses, and even replace tenants if they default on their rental payments during the agreed term.
Similar Jobs
Director of Operations
About the role
Collections, Customer Experience, General Management, Operations, Property Management, Vendor Management
Compensation
Up 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 Role
Royal 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.
How to Apply
Please submit your resume for consideration. Qualified candidates will receive an email within 24-48 hours of applying with a link to complete a pre-recorded online interview. This interview is required as part of the first stage of the hiring process.
After the pre-recorded interview is completed, our recruiting team will review your application and contact selected candidates by email regarding next steps.
Key Responsibilities
Lead managers, team leads, and operational departments Improve operating processes, service standards, and team accountability Ensure owners, tenants, vendors, and internal teams receive clear and timely communication Enforce service standards across maintenance, leasing, collections, complaints, escalations, and customer communication Strengthen rent collection, payment follow-up, receivables discipline, and financial accountability Improve documentation, compliance, legal escalation, and risk-control processes Build dashboards, scorecards, reporting systems, and management routines Audit CRM and operational data to ensure reports reflect business reality Identify root causes when performance drops and implement corrective action Work with CRM systems, automation, AI tools, customer portals, dashboards, and third-party platforms Translate operational problems into clear requirements for technical teams and software partners Manage vendors, service providers, software vendors, and cross-company partnerships Control costs while protecting service quality, compliance, collections, and customer experience Coach, develop, restructure, or replace managers when required
Required Experience
10+ years of operations leadership experience 5+ years in a senior operations role managing managers, department heads, or multiple operational teams Experience leading a high-volume, people-heavy service operation Experience overseeing teams of 50+ people, either directly or through managers, team leads, contractors, vendors, or distributed operational staff Strong experience with customer experience, service delivery, process improvement, team accountability, and operational performance Experience with collections, payment follow-up, receivables, financial accountability, or payment-related operating controls Strong judgment around documentation, compliance, escalation, risk control, and operational discipline Experience with CRM systems, dashboards, workflow tools, reporting, automation, or AI-enabled systems Experience managing vendors, partners, external service providers, software vendors, or cross-company relationships Ability to work with technical teams and translate business needs into clear system, workflow, automation, or reporting requirements
Education Requirement
Bachelor’s degree required; Master’s degree preferred Preferred 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 field MBA, Master’s in Management, Master’s in Operations, or similar graduate degree is considered an asset
Preferred Industry Background
Property management experience is valuable, but it is not the only relevant background. Strong candidates may come from industries such as:
Property management Residential real estate operations Leasing operations Maintenance or field service operations Telecom operations Insurance claims or service operations Automotive service operations Financial services, collections, or receivables operations Call centre or customer service operations Logistics or dispatch operations Hospitality or multi-location service businesses Home services Marketplace or platform-based operations SaaS-enabled operations
Technology Expectations
Royal 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 Like
Within 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
About Royal York Property Management
Royal York Property Management is the premier property management and leasing company in Ontario, boasting an extensive portfolio of over 22,000 properties. What sets us apart is our unique offering of guaranteed rental income to landlords, ensuring peace of mind and financial stability. With a remarkable $10.1 billion in real estate assets under management, we stand as one of Canada's largest and most reputable property management firms. Additionally, our global presence is expanding and we now service 11 locations in Europe and over 40 locations in North America.
Our commitment to innovation drives our approach to property management. Leveraging our proprietary technology, we aim to disrupt the industry and enhance processes and systems. With over 20 strategically positioned offices across North America and Europe, we provide clients with local expertise and unwavering service delivery, as all departments operate 24/7.
At Royal York Property Management, we treat our clients' investment properties with utmost care, as if they were our own. Whether it's addressing maintenance concerns or conducting tenant showings, we consistently ask ourselves if we are meeting the standards we would set for our own properties. Our primary focus is to prioritize the needs of our clients and tenants, striving to achieve excellence every day.
Royal York Property Management goes above and beyond just rent collection. We are the only company in the industry that offers a genuine rental guarantee for our residential properties. Our confidence in our rigorous tenant placement process enables us to guarantee rent payment, cover legal expenses, and even replace tenants if they default on their rental payments during the agreed term.