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Operations Manager
2 weeks ago
About the Opportunity
Five Star Building Services is looking for a hands-on Operations Manager who thrives in fast-paced environments and can hit the ground running. This includes developing business strategies, managing day-to-day operational activities and procedures, and maintaining internal productivity. The role covers a broad range of responsibilities and requires in-depth knowledge of company processes and technical understanding across business lines.
If you have experience in property management, building services, strata management, janitorial, hotel operations, or related industries, this is your chance to make an immediate impact. We're seeking someone with a stable work history and proven leadership skills — if you're ready to lead from the front and grow with us, we'd love to hear from you.
Five Star Building Services is proudly Canadian-owned and operated, situated in the vibrant heart of Vancouver, BC. For more than 25 years, we've led the industry, offering a comprehensive suite of services ranging from Building Maintenance, Building Management, Concierge to Caretaking and Janitorial Services. We're about people – passionate, eager individuals who thrive in a culture of growth and collaboration. At Five Star, we're not just a team; we're a family, united by a shared commitment to excellence and continuous improvement.
What You'll Do
Strategic Operations Leadership
- Provide senior-level leadership and operational oversight across a diverse portfolio of sites and services.
- Act as the operational lead in the absence of executive leadership, ensuring continuity in service and decision-making.
- Cascade strategic direction, policy, and operational guidance to Supervisors, Area Managers, and frontline teams to ensure consistent execution across all sites.
- Partner closely with Account Managers to align operational delivery with client expectations, contractual obligations, and service agreements.
- Serve as the primary liaison between operations, sales, and other business functions to ensure seamless collaboration and service consistency.
Service Quality, Customer Relationships & Continuous Improvement
- Lead efforts to uphold and exceed service standards through inspections, staff engagement, and operational reviews.
- Build and maintain professional, trust-based relationships with clients, attending strata or client meetings as needed.
- Champion continuous improvement by identifying inefficiencies, recommending solutions, and implementing new processes or systems.
- Monitor employee performance and customer feedback to proactively address issues and ensure high satisfaction levels across all accounts.
Budget, Resource Management & Fiscal Responsibility
- Oversee and manage operational budgets, including payroll, inventory, and resource deployment, ensuring adherence to financial targets.
- Work with senior leadership to plan and forecast operational costs, identify savings opportunities, and eliminate inefficiencies.
- Monitor financial performance of each site to ensure services are delivered within budget while maintaining quality and compliance.
- Participating in quoting processes, providing operational insight and ensuring services are scoped accurately and delivered profitably.
Team Leadership, Development & Accountability
- Lead and support a team of Area Managers, Supervisors, and frontline staff with clear expectations, coaching, and regular feedback.
- Assist in hiring, training, and onboarding to build a strong, capable team that can respond to operational needs across all service lines.
- Drive team alignment through regular communication, mentorship, and reinforcement of company values, service expectations, and safety protocols.
- Support succession planning and professional development to ensure the strength and scalability of the operations team.
Compliance, Safety & Reporting
- Ensure operational compliance with all health, safety, and regulatory standards, lead incident investigations and corrective actions.
- Maintain strong documentation of incidents, service issues, processes, and operational procedures to ensure clarity and accountability.
- Regularly generate and analyze reports on KPIs, operational performance, staff productivity, and service levels for executive leadership.
- Oversee maintenance and inventory management to ensure availability and readiness of equipment and supplies.
EDUCATION AND EXPERIENCE
- Minimum 5 years of experience in operations management.
- Demonstrated success leading teams, managing performance, and maintaining operational consistency across locations.
- Solid experience managing budgets, controlling costs, and optimizing resource use.
- Proven ability to collaborate with Account Managers or client-facing teams to support long-term account relationships and service delivery.
- Experience in regulated or client-sensitive environments such as strata, property, or facilities management is essential.
- Demonstrated experience with inventory management systems, supplier negotiations, quoting, or concierge services is advantageous and can enhance suitability for the position.
- Tech-savvy and comfortable using systems based operational platforms (e.g., CRMs, time-tracking and reporting tools); familiarity with Deputy or iAuditor is an asset.
- Must be comfortable working in a fast-paced environment with changing priorities.
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong leadership skills with the ability to motivate, influence, and align diverse teams.
- Excellent planning, organization, and time management in a fast-paced, multi-site environment.
- Outstanding interpersonal and communication skills — both with internal teams and external clients.
- Technologically fluent, with the ability to adopt and apply systems that support operational reporting, scheduling, and compliance.
- Strong business acumen and financial literacy with the ability to manage budgets, interpret cost data, and implement fiscal controls.
- High emotional intelligence, discretion, and judgment in complex operational settings.
- Keen problem-solving mindset with a focus on continuous improvement and customer satisfaction.
- Willingness to travel to multiple sites and attend client meetings, including occasional after-hours commitments.
- Expected to lead by example and be in the field to support teams and ensure service quality.
- A background in one or more of the following areas is considered an asset:
o Vendor or supplier management
o Contract negotiations and administration
o Concierge or guest services
o Inventory or asset management systems
o Operational improvement and system implementation
o Working within regulated service environments
Compensation & Details
Job Type: Full-time, Permanent (occasional evenings and weekends)
Location: Lower Mainland, BC (on-site with travel between locations, ~50% required)
Compensation: Competitive base salary with On-Target Earnings (OTE) including performance bonuses and incentive-based compensation.
Job Types: Full-time, Permanent
Pay: $85,000.00-$105,000.00 per year
Benefits:
Company car
Dental care
Disability insurance
Extended health care
Life insurance
Paid time off
Vision care
Wellness program
