Operations Manager

Resident Operations Manager

Role Overview

We’re seeking a Resident Operations Manager to own the day-to-day coordination of maintenance, vendor execution, and resident issue resolution. This role is the primary point of accountability for ensuring resident issues are triaged correctly, communicated clearly, and resolved efficiently.

This position requires strong judgement, organisation, and empathy in a fast-paced, high-volume property management environment.

Key Responsibilities

Maintenance Ticket & Vendor Coordination

• Own all maintenance tickets from intake through completion
• Clarify and triage work orders based on urgency and scope
• Schedule, coordinate, and follow up with vendors to ensure timely, high-quality completion
• Batch and group non-urgent work orders by neighbourhood for operational efficiency
• Confirm work completion and resident satisfaction

Resident Communication & Experience

• Serve as the primary point of contact for operational resident concerns
• Communicate clearly during service disruptions (e.g., hot water outages, pest remediation)
• Follow up on low resident satisfaction scores to identify service breakdowns and pursue resolution
• Maintain professional, empathetic communication with residents, including during escalations

Issue & Incident Management

• Coordinate responses to complex issues (outages, recurring failures, bed bug remediation, etc.)
• Track facts, timelines, and outcomes for internal visibility
• Escalate safety, policy, or repeat issues appropriately

Roommate Conflict Resolution

• Act as a neutral fact-finder for higher-level roommate conflicts
• De-escalate situations and drive practical, policy-aligned resolutions

Operational Discipline

• Maintain accurate documentation in the property management system
• Track open issues through confirmed resolution
• Identify recurring issues and opportunities for operational improvement

Experience & Technical Requirements

• 5 years of direct property management experience, with hands-on maintenance coordination
• Proven experience managing high volumes of work orders across multiple units or buildings
• Experience coordinating vendors and managing resident communications related to repairs and outages
• Familiarity with property management software (AppFolio experience preferred, not required)
• Working knowledge of residential systems (basic plumbing, heating, electrical)
• Strong organisational skills with the ability to prioritise and batch work efficiently
• Excellent written and verbal communication skills
• Sound judgement, attention to detail, and consistent follow-through
• Comfort handling resident complaints and emotionally charged situations with professionalism and empathy