Operations Manager, Customer Care

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.

www.quadreal.com

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 standards, and complex stakeholder relationships with professionalism and sound judgment.
• •Experience with residential project turnover, homeowner orientations, occupancy processes, deficiency management, and warranty administration is considered a strong asset.
• •Experience supporting large-scale residential, mixed-use, or phased development projects is preferred.
• •Diploma or Bachelor's degree in Business Administration, Operations Management, Construction Management, Property Management, Customer Service, or a related discipline. An equivalent combination of education and experience will be considered.
• •Strong organizational, planning, and time-management skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• •Excellent analytical, problem-solving, and conflict-resolution skills, with a focus on continuous improvement and operational excellence.
• •Exceptional verbal and written communication skills, with the ability to build collaborative relationships and effectively communicate with homeowners, contractors, consultants, and senior leadership.
• •Proficiency in Microsoft Office Suite and CRM, warranty management, or other database systems, combined with strong attention to detail and reporting capabilities.

The expected annualized base salary range for this role is $100,000-$120,000.

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Based on the position, QuadReal offers a competitive total rewards package in addition to the base pay, which may include a performance-based incentive plan, comprehensive health & dental benefits, pension plan, and paid time off.

The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, the market compensation of the role, and the consideration to internal equity.

We value diverse experiences and perspectives. Even if your skills don’t align 100% with the listed qualifications or salary range, we encourage you to apply – you may be a great fit for this role or others in our community. Applicants may also be considered for alternative positions within the organization where their qualifications and experience align more closely with available opportunities.

We use artificial intelligence (AI) technology — alongside human review — to assist in screening and assessing applicants for this position. Our recruitment team remains involved in all decisions.

Candidates must be legally authorized to work in Canada as the company does not provide work permit sponsorship for this role.

Note to Recruiters: QuadReal does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to QuadReal, directly or indirectly, will be considered QuadReal property. QuadReal will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for appli