Senior Manager, Tenant Experience Operations

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. 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 operational 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 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‑scale housing or commercial provider is an asset A Property Management designation, or an ability to work towards one is an asset ("BOMI", "RPA", "FMA", "CPM") Knowledge of residential maintenance and the organization of operational maintenance programs 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 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. #J-18808-Ljbffr