Manager, Tenant Experience

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 Manager, Tenant Experience (Property Manager) to be responsible for the coordinated delivery of property management, turnover, and maintenance services within an assigned portfolio of social and affordable housing communities.

Under the guidance of the Senior Manager, Tenant Experience Operations, the Manager, Tenant Experience will lead the day-to-day operations of their portfolio, ensuring safe, well-maintained homes and fostering a positive tenant experience. This includes oversight of demand and planned maintenance, unit turnover, contractor and vendor performance, community standards, and the effective engagement of tenants and partners.

The Manager, Tenant Experience will manage staff and financial resources, ensure compliance with all statutory and policy requirements, and collaborate with other service areas to achieve organizational priorities, operational efficiency, and continuous improvement.

Manager, Tenant Experience with OCH:

At OCH, we strive to deliver exceptional services for our tenants, with an emphasis on collaboration, accountability, respect and excellence. As a Manager, Tenant Experience, you will provide leadership in the achievement of these goals, leveraging your industry knowledge and experience to the direct benefit of our tenants and communities.

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

Operational Leadership

• Manage the delivery of property management, turnover, and maintenance services for assigned communities.
• Oversee vacant unit preparation and ensure timely turnover to minimize vacancy loss.
• Ensure adherence to OCHC policies, codes, and standards, including fire, building, electrical, and safety requirements.
• Support implementation of capital projects and planned maintenance activities.
• Monitor contractor performance, procurement, and service contracts, ensuring value, quality, and compliance.
• Maintain accurate records in corporate systems, ensuring all work orders, inspections, and invoices are documented and approved in a timely manner.
• Analyze portfolio data to identify trends, recurring issues, and opportunities for improvement.
• Oversee fleet and stockroom operations for assigned teams, ensuring proper use, safety, and accountability.

Tenant and Community Engagement

• Act as a visible, approachable, and responsive leader within assigned communities, fostering trust and open communication with tenants.
• Respond to tenant inquiries, complaints, and escalations with empathy and professionalism, ensuring fair and timely resolution.
• Educate tenants on maintenance processes, safety practices, and community standards.
• Collaborate with internal teams and community partners to support tenants with complex needs and maintain healthy, inclusive communities.
• Participate in community meetings, events, and engagement initiatives to strengthen relationships and service awareness.

People Management

• Provide leadership and overall management of staff within areas of responsibility, including assigning, monitoring, and evaluating work; setting work plans, priorities, and expectations; coaching, developing, and motivating staff; and ensuring effective service delivery.
• Manage the effective and efficient operation of areas of responsibility, monitoring and reporting on adherence to targets and performance indicators and driving continuous improvement.
• Identify, plan for, and manages human resources needs for assigned areas of responsibility, including hiring, termination, discipline, investigations, and grievances.

Financial and Administrative Management

• Prepare and manage budgets for assigned portfolio, ensuring financial accountability and cost control.
• Validate and approve expenses and invoices.
• Participate in the development of annual business plans and performance targets.
• Support the collection of tenant chargebacks and contribute to cost recovery efforts.

Health, Safety and Compliance

• Ensure the safe execution of all maintenance and turnover activities, in compliance with the Ontario Health and Safety Act and OCHC safety policies.
• Investigate and document workplace incidents, hazards, and tenant safety concerns.
• Participate in after-hours on-call management on a rotational basis and provide leadership during emergencies.
• Support emergency response and recovery activities as required under the Emergency Management Plan.

As the Manager, Tenant Experience, you will enjoy:

• A service delivery model that integrates strong property management with meaningful community and tenant engagement
• A comprehensive, award‑winning Total Rewards benefits package, including pension eligibility
• An inclusive, award‑winning workplace culture with opportunities to get involved in Employee Resource Groups, mentorship programs, and other development initiatives

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 education in Property Management, Business Administration, Facilities Management, or a related field.
• Minimum of five (5) years of progressively responsible experience in property or facilities management, including experience supervising staff.
• Experience working in a unionized environment is an asset.
• A Property Management designation, or ability to work toward one, is required (e.g., BOMI, RPA, FMA, CPM).
• Experience in the management and operation of social or affordable housing is preferred.

Knowledge

• Building systems, preventative maintenance, and turnover best practices.
• Ontario Fire Code and Building Code, safety standards, and maintenance compliance requirements.
• OCHC policies, maintenance standards, and service level expectations.
• Principles of community engagement and tenant relations in diverse social housing contexts.
• Budget preparation, monitoring, and cost control practices.
• Word, Excel, PowerPoint, Outlook, database applications, and other standard corporate software.
• Applicable health and safety legislation and supervisor responsibilities.

Skills and abilities:

• Strong interpersonal, conflict resolution, and communication skills.
• Ability to manage competing priorities, deadlines, and changing operational needs.
• Skilled in managing contractors and performance-based service delivery.
• Ability to assess property issues, plan corrective actions, and implement improvements.
• Proficiency with data-driven decision-making and continuous improvement practices.
• Demonstrated ability to lead, motivate, and engage a diverse workforce.
• Proficiency in English, oral, reading and writing is required
• Proficiency in French, oral, reading and writing is an asset
• Ability to communicate in other languages used by OCH tenants is an asset

Other requirements:

• Satisfactory Criminal Records Check
• Must possess a valid Class "G" drivers licence or equivalent and provide a personal vehicle for business use
• Ability to work outside of regular business hours, including participating in an on-call rotation

Work conditions:

This is a full-time hrs/wk) on-site position.

Other details about the role:

Affiliation: Management

Salary: $105,573.07 to $132,027.01

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