Operations Manager, Customer Care
Role Overview
The Customer Care Operations Manager provides operational leadership, administrative oversight, and customer service across customer care functions.
The full-time role oversees office operations, site orientations, project turnover, and deficiency management, with a focus on service delivery, documentation compliance, and homeowner satisfaction.
The manager leads coordinators and orientation staff and works with internal teams, construction partners, and homeowners to resolve escalations, improve processes, and support project delivery.
The role supports four residential towers comprising nearly 900 homes at the Oakridge Park development, from homeowner orientation through occupancy and warranty service.
Key Skills for This Role
Full Job Posting
About QuadReal
QuadReal Property Group is a global real estate investment, development, and operating company headquartered in Vancouver, British Columbia.
The company reports $98.5 billion in assets under management and invests in public and private markets through direct operating platforms and partnerships.
QuadReal aims to deliver investment returns while creating sustainable environments that bring value to people and communities.
Role description
The Customer Care Operations Manager provides operational leadership, administrative oversight, and customer service across customer care functions.
The full-time role oversees office operations, site orientations, project turnover, and deficiency management, with a focus on service delivery, documentation compliance, and homeowner satisfaction.
The manager leads coordinators and orientation staff and works with internal teams, construction partners, and homeowners to resolve escalations, improve processes, and support project delivery.
The role supports four residential towers comprising nearly 900 homes at the Oakridge Park development, from homeowner orientation through occupancy and warranty service.
Responsibilities
- Lead customer care operations, including office administration, site orientations, homeowner possession, project turnover, and deficiency management.
- Manage, coach, mentor, and develop customer care coordinators, orientation staff, and office administration staff.
- Ensure compliance with service standards, operational procedures, warranty requirements, documentation protocols, and SLAs.
- Resolve escalated homeowner concerns, operational issues, and project-related matters.
- Coordinate with construction, development, sales, property management, and other teams on turnover and occupancy milestones.
- Oversee homeowner orientations, possession appointments, and move-in processes.
- Track, report, and resolve deficiencies within established timelines and quality standards.
- Monitor customer satisfaction, service quality, operational performance, and team productivity; identify continuous improvement opportunities.
- Develop and maintain customer care processes, workflows, and best practices.
- Maintain homeowner correspondence, turnover records, warranty information, and operational documentation.
- Prepare operational reports, customer care metrics, and project status updates for leadership.
- Identify risks, resolve issues, and ensure operational readiness for residential project delivery and occupancy.
Experience and qualifications
- 5+ years of progressive experience in customer care, operations management, project coordination, residential construction, property management, homebuilder warranty services, or a related field.
- Proven experience leading, coaching, and developing teams while managing operational workflows in a customer-focused environment.
- Demonstrated experience managing customer escalations, service delivery standards, and complex stakeholder relationships with professionalism and sound judgment.
Work setting
- The role includes site orientations, homeowner possession activities, and work supporting occupancy at a residential development.
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