Operations Manager - CLC

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.