Regional Service Manager

**Regional Service Manager - Real Estate Management (Full-Time, In-Person - Calgary, AB)**:
Help great homes run smoothly. Grow with Calgary’s highest-rated rental management team.
- Location: Calgary, Alberta
- Employment Type: Full-time, In-Person
- Salary: $75,000 CAD annually + Benefits + Performance Bonus

**About Ripple Property Management**

At Ripple, we manage residential rental properties with a modern, tech-savvy approach that puts both tenants and property owners first. Based in Calgary and growing fast, we’re a boutique-sized property management company doing big things—with 4.7 stars on Google across hundreds of tenant and owner reviews (which is very rare in this industry).

People love us for our fast communication, easy-to-use systems, and friendly, no-pressure showings. Whether you’re a first-time renter or an out-of-town property owner, we go the extra mile to make things easy, clear, and respectful.

Now that we are growing across the country, we are looking for a Service Manager to help us evolve and keep everything running smoothly as we grow.

**The Role**

This role is perfect for someone who enjoys keeping systems on track, helping people, and being the glue that holds a process together. As Service Manager, you'll support a small but growing team by coordinating the people and their workflows that handle leasing, customer service, maintenance, and general property operations.

You’ll be in charge of making sure we are responding to issues on time, scheduling field activities in advance, while helping with problem-solving, process improvement, and fielding internal requests across departments.

**What You'll Do**
- Lead field operations: Coordinate a high-performing team of field managers and agents. Maintain a low-stress environment by setting clear goals, defining KPIs, and fostering a culture of excellence and continuous improvement.
- Design & build operational systems: Help develop the operational model for our field service delivery, including standard operating procedures (SOPs), agent playbooks, and performance management frameworks. For example, you get to make the playbook on how we test and grow in new cities and regions.
- Help build our technology and product: Be a key part of our product development team. You get to be a key stakeholder for our operational technology. Collaborate closely with product and engineering teams to define business requirements, translate operational needs into technical specifications, and co-create the tools that will automate and optimize our service delivery.

**Day to day activities**
- Coordinate the leasing and property management process from start to finish—move-ins, move-outs, renewals, maintenance follow-ups, and compliance documentation.
- Monitor and update our digital systems (we use lots of software) to track leases, tickets, showings, and communications.
- Help ensure that tenants and owners get prompt, professional responses across all communication channels.
- Support scheduling and logistics across internal team members and vendors.
- Handle occasional customer service escalations with professionalism and a tenant-first attitude
- Maintain checklists, templates, and internal documentation so that everything runs like clockwork.
- Analyze operational data (response times, vacancy rates, etc.) to spot areas for improvement.
- Assist with onboarding of new team members or contractors as needed.
- May require local travel (a valid driver’s license and access to a vehicle is required).

**Who You Are**

You’re a strong communicator, an organized multitasker, and a natural coordinator. You're calm under pressure, respectful with people from all walks of life, and motivated by making sure nothing falls through the cracks.

We’d love to meet you if you have:

- 5 years of experience in managing scaled services, such as supervising a call center, overseeing field service operations, managing customer service or other operations roles.
- Proficient with customer service and CRM platforms like Zendesk or Hubspot, scheduling and ticket management systems, and automation tools like Zapier.
- A bachelor’s degree in business, communications, or related field.
- Certifications in project management and administration are considered an asset.
- A valid Alberta driver’s license and access to a vehicle (travel is required occasionally for property visits).
- A team-first mindset and a willingness to wear multiple hats in a fast-growing environment.

**Why Join Ripple?**
- You’ll be trusted and supported - You’re not just a number here. You’ll have real ownership over your responsibilities, and your ideas for making things better will be heard.
- You’ll be joining a top-rated team - With a 4.7-star rating on Google, we’re known for treating people well and communicating quickly. We take pride in delivering what we promise.
- You’ll grow with us - As we expand to more properties and locations, there’s opportunity to grow into a more senior oper