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Posted February 18, 2020

Residential Operations Manager

Calgary Full Time

Avenue Living Communities, a fast-paced, fast-growing owner and operator of apartment buildings in Western Canada is recruiting for the position of Residential Operations Manager. Backed by our entrepreneurial spirit, passion and commitment to great customer service and satisfaction, we have acquired a portfolio of 9000 apartments since our inception in 2006 and are continuing with this aggressive growth plan.

Role Purpose/ Summary

Support SVP Residential Operations in communicating and executing upon corporate objectives

Development and creation of programs and processes in alignment with Avenue Living Communities Strategic objectives in consultation with SVP Residential Operation.

Coordinate and support program and process rollouts to Field Teams.

Working along side Regional Vice Presidents support execution of operational strategy for Regional Portfolio (~1,500-2,000 units) and be held accountable to its achievement; inclusive of determining revenue and leasing metrics, growth objectives, asset QA, customer service, retention, community development, etc.

Promote Avenue Living within the community: build a culture that reflects and fosters Avenue Living core values.

Provide operational and sales direction for residential operations team

Promote Avenue Living within the operations team: build a culture that reflects and fosters Avenue Living core values.

Support people and the leadership teams

Key Responsibilities

Essential Duties Standards of Performance


Provide leadership and operational support to Regional VP's, Rpm's

Monitor daily performance of each region and support as required


Establish monthly KPI's related to Revenue/NOI, occupancy, collections, QA, maintenance service targets, customer service; drive accountability and portfolio performance through measurement of KPI's

Develop and communicate various market-specific initiatives as needed to drive objectives

Conduct rotation of site visits to assess buildings and portfolio performance

Support the quality management system / measurement criteria targeted towards maintaining and enhancing tenant experience


Develop and communicate quarterly Project Roadmap to ensure VP's and teams are aligned to company wide goals

Liaise with capital projects team and Regional VP's to assess and prioritize implementation of quarterly capex needs

Conduct quarterly Customer Satisfaction assessments and respond to results

Ongoing Responsibilities

Participate in corporate strategy development and project specific committees to advance new initiatives

Standardize operational processes and drive continuous improvement for efficiencies

Drive improvements to foster a culture of quality and community

Create and foster a team environment when working with internal and external stakeholders

Communication channels

One on ones with Regional VP's on weekly basis

One on one with Marketing Director on a weekly basis

One on one with Resident Experience Director on a weekly basis

One on one with President on a weekly basis

Weekly Team / revenue meeting with Regional VPs, Marketing, President

Work Environment Physical Demands

Office environment

Sitting for long periods of time


Bachelor's degree minimum, Master's degree

Facilities management experience / education

Project management experience / education

Understanding the components of Facilities & Capital Management.

Key competencies

Behavioral/ Functional

Sales management

Facilities management

Financial management

Business acumen


HSE mindset

Customer service

Decision making

Problem solving

Technologically competent

Change management





  • Extended health care
  • Vision care
  • Dental care
  • Life insurance
  • Profit sharing/share options
  • Employee assistance programs