Operations Manager

We’re seeking a Resident Operations Manager to own the day-to-day coordination of maintenance, vendor execution, and resident issue resolution
. This role is the primary point of accountability for ensuring resident issues are triaged correctly, communicated clearly, and resolved efficiently.

This position requires strong judgement, organisation, and empathy in a fast-paced, high-volume property management environment.

• Own all maintenance tickets from intake through completion
• Clarify and triage work orders based on urgency and scope
• Schedule, coordinate, and follow up with vendors to ensure timely, high-quality completion
• Batch and group non-urgent work orders by neighbourhood for operational efficiency
• Confirm work completion and resident satisfaction

• Serve as the primary point of contact for operational resident concerns
• Communicate clearly during service disruptions (e.g., hot water outages, pest remediation)
• Follow up on low resident satisfaction scores to identify service breakdowns and pursue resolution
• Maintain professional, empathetic communication with residents, including during escalations
• Coordinate responses to complex issues (outages, recurring failures, bed bug remediation, etc.)
• Track facts, timelines, and outcomes for internal visibility
• Escalate safety, policy, or repeat issues appropriately
• Act as a neutral fact-finder for higher-level roommate conflicts
• De-escalate situations and drive practical, policy-aligned resolutions

• Maintain accurate documentation in the property management system
• Track open issues through confirmed resolution
• Identify recurring issues and opportunities for operational improvement

• 5+ years of direct property management experience
  , with hands-on maintenance coordination
• Proven experience managing high volumes of work orders across multiple units or buildings
• Experience coordinating vendors and managing resident communications related to repairs and outages
• Familiarity with property management software (
  App Folio experience preferred
  , not required)
• Working knowledge of residential systems (basic plumbing, heating, electrical)
• Strong organisational skills with the ability to prioritise and batch work efficiently
• Excellent written and verbal communication skills
• Sound judgement, attention to detail, and consistent follow-through
• Comfort handling resident complaints and emotionally charged situations with professionalism and empathy