Senior Manager, Tenant Experience Operations (Permanent)

Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,000 homes. As Ottawa's largest social and affordable housing provider, ranking second largest in Ontario and fourth largest in Canada, we're committed to enhancing tenant well-being through partnerships with local service providers and support agencies.

At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.

WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE!

Together, we're transforming tenants' lives by “providing more than a home, because we care”.

What we offer

Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.

What we seek:

OCH is currently seeking a dedicated Senior Manager, Tenant Experience Operations, a senior operational resource who oversees the coordinated delivery of property management services and a positive tenant experience within assigned geographic area of responsibility. Under the guidance of the Director, Tenant Experience Operations, the Senior Manager, Tenant Experience Operations will work collaboratively with all internal and external stakeholders and support the planning and implementation of capital plans, the response to incidents within an assigned geographical area and the delivery of quality, responsive, high standard customer service. The Senior Manager manages financial resources and provides leadership and overall direction to assigned staff.

Senior Manager, Tenant Experience Operations with OCH:

As the Senior Manager, Tenant Experience Operations, you will be a driver of continuous improvement at OCH through the provision of property management services that directly improve the quality of life for our tenants.

As a Senior Manager, Tenant Experience Operations, some of the things you will do include:

Provides day-to-day operational oversight and leadership over the delivery of property management services for all buildings and grounds within assigned area of responsibility

Provides leadership and overall management to staff within areas of responsibility, including identifying priorities and providing coaching, development and motivation

Supports capital planning and the effective and efficient implementation of capital projects

Oversees and ensures the delivery of quality, high standard service and a positive tenant experience across areas of responsibility

Ensures adherence to OCH policies and procedures and all statutory requirements, including applicable Codes (e.g., Fire, Building, Electrical safety), regulations, by-laws and standards

Supports decision making with high impacts and the resolution of difficult, unfamiliar and escalated issues and complaints, including Councillor inquiries, and the response to after-hours emergencies

Provides advice, consultation and guidance to executive management and OCH staff on operational matters

Oversees the effective and efficient operation of areas of responsibility, including measuring and reporting on targets and performance indicators, and driving continuous improvement

Collaborates in the development and implementation of plans to increase quality, efficiency and reduce costs through standardization in processes, practices, materials and goods

Implements and supports the administration of various leases and agreements with community partners and agencies

Identifies, plans for and manages human resources needs for assigned area of responsibility, including hiring, termination, discipline, investigations and grievances

Oversees the effective procurement and management of contractors, consultants and suppliers that support the delivery of services

Manages collaborative and results oriented relationships, acting as a respectful, courteous and professional representative of OCH with all work related contacts

Participates in management team meetings, departmental and corporate workgroups, committees and initiatives as identified

Collaborates in the development and operationalizing of annual and other budgets, and ensures the monitoring and controlling of costs

Works in collaboration with other staff in a team approach to work

Ensures the timely investigation, response to, and documentation of all workplace incidents

Ensures that own work and the work of all staff aligns with OCH vision, mission, values, plans and objectives

Ensures that own work and the work of all employees is carried out in accordance with applicable health, safety and privacy legislation, policies and procedures, and all other legislation, policies and procedures relevant to area of work

As a Senior Manager, Tenant Experience Operations, you can look forward to:

A hybrid workplace with unique and ever-changing work tasks every new day

Opportunities for growth and career development

Using your expertise to help bring positive changes to communities that need it the most

What you bring:

Education & Experience:

A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant.

Completion of a post-secondary program in a related field

A minimum of six (6) years of related experience managing operations and teams

Experience in delivering quality service and implementing process and quality improvement initiatives

Experience in the management and operation of a social housing or other large-scale housing or commercial provider is an asset

A Property Management designation, or an ability to work towards one is an asset (e.g., BOMI, RPA, FMA, CPM)

Knowledge of residential maintenance and the organization of operational maintenance programs

Safety and maintenance issues affecting multi-residential housing

Knowledge of residential maintenance and the organization of operational maintenance programs

Understanding of the development, implementation and evaluation of standards, policies and procedures

Knowledge of Word, Excel, PowerPoint, Outlook, database applications and other standard corporate software

Understanding of the diverse needs, abilities and social, economic, cultural and other factors present in OCH tenant communities

Understanding of the values, vision and mission of Ottawa Community Housing and a commitment to support those objectives

Knowledge of applicable health and safety legislation, including the rights and responsibilities of workers and supervisors

Must be familiar with all applicable statutory requirements, policies, procedures and guidelines relevant to area of work

Skills and abilities:

Ability to identify and implement ongoing business process improvement

Demonstrated ability to plan for and manage change initiatives

Excellent administrative and coordination skills

Able to assess issues, resources and needs, identify options and implement action plans

Ability to problem solve and undertake analysis in unfamiliar areas and on issues without clear precedent

Proficient in the use of information technology such as mobile devices and computer systems in the performance of work

Other requirements:

Satisfactory Criminal Records Check

Valid “G” driver’s license or equivalent and use of a vehicle for business purposes

Ability to work outside of regular business hours, as required

Work conditions:

This is a full-time (36.25 hours/week) with on-site attendance required.

Affiliation: Management

Salary: $113,727.45 - $141,748.95

OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.

Apply now!