Position Summary and Job Magnitude
The Operations Manager is a portfolio-level, execution-focused role responsible for supporting consistent operational performance across multiple properties. This role operates as a field-facing extension of the General Manager and Assistant General Managers, translating operational priorities into disciplined execution, monitoring performance, and resolving cross-site issues that require coordination but not site-level ownership. The Operations Manager does not own full site accountability or P&L outcomes. Instead, the role focuses on execution quality, consistency, and follow-through across assigned operational domains. This position is intentionally designed as a developmental feeder role into General Manager, providing exposure to portfolio operations, decision-making frameworks, and cross-functional leadership.
1. Essential Functions and Basic Duties
- Embody the overall vision and direction for the residence operation;
- Monitor property performance against any identified goals to ensure that progress is being made, and that corrective action is taken if necessary;
- Analyzes and report on daily, monthly and annual performance indicators and industry trends where applicable;
- Ensure that all reporting employees adhere to company policies and procedures;
- Implement policy changes as they are released corporately;
- Ensure accurate documentation of employee records;
- Responsible for the recruitment, hiring, training and scheduling of staff;
- Oversee the tasks and functions the housekeeping and maintenance staff to maintain exceptional physical plant and cleanliness standards;
- Have thorough knowledge and practice of the building’s automated systems as necessary;
- Maintain relationships and service contracts with outside contractors;
- Develops capital plans and sourcing replacement components for systems that have reached the end of their operational life cycle;
- Responsible for managing and following the established operating budget;
- Approve, maintain and control all operational revenues and expenses;
- Ensure that all collection and control procedures are followed relating to accounts receivable;
- Ensure all month end reporting is accurate prior to submission to the finance office and on time;
- Manage the morale in the workplace by setting and demonstrating a strong business ethic for dealing with employees, suppliers and guests;
- Manage inventory and supplies for the residence operation;
- Meet regularly with staff/departments to facilitate resolution of issues and adherence to standards and completion of assigned tasks or required duties;
- Assist and be responsible where applicable for employee relations, including terminations, discipline, performance appraisals, etc.;
- Assist in developing and implementing new business strategies for creating or improving processes and procedures;
- Ensure that the safety, well-being, and concerns of all students are being met in a respectful and efficient manner;
- Participate in “on-call” responsibilities on evenings and weekends and responding to facility, student and guest emergency or crisis situations;
- Oversee any ancillary or other departments as required;
- Perform other duties as required.
2. Key Duties and Responsibilities
Portfolio Operational Execution
- Support execution of operational priorities across multiple sites in alignment with GM and AGM direction.
- Monitor service delivery, unit readiness, and operational workflows across assigned properties.
- Identify execution gaps, inconsistencies, or bottlenecks and drive resolution in partnership with site teams.
Performance Monitoring & Issue Resolution
- Review operational performance indicators, service metrics, and execution trends across the portfolio.
- Surface risks, recurring issues, or emerging concerns to the AGM and GM with clear context.
- Coordinate corrective actions with site leaders, Facilities, Leasing, or Administrative Operations.
Cross-Site Coordination & Enablement
- Act as a connector across sites to ensure consistent application of standards and workflows.
- Support alignment between centralized functions and on-site execution.
- Assist with coordination during peak periods, transitions, or operational disruptions.
Renewal & Leasing Enablement (Support Role)
- Support leasing outcomes indirectly through unit readiness, service responsiveness, and operational coordination.
- Partner with Leasing and Facility Management to remove operational barriers impacting renewals or leasing velocity.
- Escalate leasing-related risks or dependencies to the AGM or GM as appropriate.
Systems Discipline & Execution Quality
- Reinforce accurate, timely execution within Entrata and EliseAI across supported sites.
- Identify patterns of system non-compliance or workflow breakdowns and support corrective action.
- Partner with Technology and Administrative Operations to support system adoption and process improvements.
Escalation & Decision Support
- Resolve operational issues within defined authority and execution scope.
- Escalate material risks, staffing gaps, or service failures to the AGM and GM promptly.
- Support decision-making by providing clear summaries, trade-offs, and execution status.
Continuous Improvement & Development
- Support implementation of operational improvements, pilots, and portfolio-wide initiatives.
- Capture lessons learned and execution insights to improve future performance.
- Actively develop leadership capability in preparation for progression into an General Manager role.
Systems & Tools Used
- Entrata – Property Management System supporting leasing, maintenance, inspections, resident accounts, and reporting
- EliseAI – Leasing and resident communication platform
- Business intelligence, reporting, and workflow tools
3. Candidate Profile
- 4–6+ years of experience in property operations, facilities, or multi-site operational roles
- Strong execution mindset with the ability to coordinate across teams without direct authority
- Comfort operating across multiple sites and priorities simultaneously
- Demonstrated ability to identify issues, drive follow-through, and escalate appropriately
- Strong analytical, organizational, and communication skills
- Interest in growth toward General Manager responsibility
4. Success Measures & Key Performance Indicators (KPIs)
Execution Consistency & Reliability
- Operational priorities are executed consistently across supported sites.
- Execution gaps or delays are identified early and addressed effectively.
Issue Resolution & Escalation
- Cross-site operational issues are resolved efficiently or escalated appropriately.
- Recurring issues decrease over time through improved coordination and follow-through.
Leasing & Renewal Enablement
- Operational execution supports leasing velocity and renewal outcomes.
- Unit readiness and service-related barriers impacting leasing are minimized.
System Discipline & Visibility
- 95%+ of monitored operational activity is accurately documented and visible in Entrata and/or EliseAI.
- Reporting supports informed decision-making by AGMs and GMs.
Development & Readiness
- Operations Manager demonstrates readiness for increased scope and responsibility.
- Feedback from GMs and AGMs reflects strong execution, judgment, and growth trajectory.
5. Working Conditions
Hours per Week: Scheduled 44 hours per week (may need to work more as required)
Indoor/Outdoor: Indoor
Level of Interruption: High level of interruption
Stress Level: Moderate overall stress level (Peak stress levels from time to time)
Travel Outside of Location: High (Portfolio-wide property travel and support)
6. Diversity & Accessibility
Campus Living Centres is committed to fostering an inclusive and diverse workplace. We are an equal opportunity employer and provide accommodations throughout the recruitment process upon request.
Artificial Intelligence (AI) Usage: As part of our recruitment process, AI tools may be used to assist with the screening and/or assessment of applications. Any AI-assisted screening is intended to support, and not replace, human review and decision-making.
