Director of Operations

Company Description MetCap Living is a full-service property management firm with over 27 years of experience managing all aspects of multi-unit housing, from marketing and leasing to capital repairs and collections. The company oversees a portfolio of 350 properties, representing 22,764 units and more than $2 billion in managed assets across diverse communities. MetCap serves a wide range of residents, including newcomers to Canada, families, singles, students, seniors, and individuals on social assistance. The organization is supported by strong internal departments such as finance, capital improvements, customer service, account management, technology, and specialized collections. MetCap is committed to providing clean, safe homes with an emphasis on respect, fairness, and resident-first service.

Role Description The Director of Operations is a full-time, on-site role based in Eastern Canada, responsible for overseeing the operational performance of a multi-unit residential portfolio. This role involves leading property operations, ensuring efficient processes, and aligning daily activities with organizational goals and resident experience standards. The Director of Operations will collaborate with department leaders in finance, capital improvements, customer service, account management, technology, and collections to manage budgets, optimize building performance, and support continuous service improvement. Day-to-day responsibilities include monitoring operational metrics, guiding site and regional teams, resolving escalated resident issues, and ensuring compliance with safety, regulatory, and quality standards. The role also includes developing and implementing operational strategies, mentoring managers, and supporting projects that enhance property conditions and resident satisfaction.

Qualifications

• Strong Operations Management experience, including oversight of multi-site or multi-unit residential portfolios and process improvement initiatives.
• Advanced Analytical Skills for interpreting operational, financial, and occupancy data to inform decisions and drive performance.
• Proven Team Management capabilities, including leading diverse teams, coaching managers, and fostering a collaborative, inclusive work environment.
• Demonstrated Budgeting skills, including developing, managing, and optimizing operating and capital expenditure budgets.
• Solid Customer Service orientation, with experience handling escalated resident concerns and promoting a resident-first culture.
• Experience in property management or real estate operations, preferably in multi-unit residential housing.
• Working knowledge of building operations, maintenance practices, and health and safety standards.
• Excellent communication, negotiation, and stakeholder management skills.
• Post-secondary education in business, real estate, property management, or a related field; equivalent experience will be considered.
• Ability to work on-site in Eastern Canada and travel within the portfolio as required.