Resident Operations ManagerRole OverviewWe’re seeking a Resident Operations Manager to own the day-to-day coordination of maintenance, vendor execution, and resident issue resolution. This role is the primary point of accountability for ensuring resident issues are triaged correctly, communicated clearly, and resolved efficiently.This position requires strong judgement, organisation, and empathy in a fast-paced, high-volume property management environment.Key ResponsibilitiesMaintenance Ticket & Vendor CoordinationOwn all maintenance tickets from intake through completionClarify and triage work orders based on urgency and scopeSchedule, coordinate, and follow up with vendors to ensure timely, high-quality completionBatch and group non-urgent work orders by neighbourhood for operational efficiencyConfirm work completion and resident satisfactionResident Communication & ExperienceServe as the primary point of contact for operational resident concernsCommunicate clearly during service disruptions (e.g., hot water outages, pest remediation)Follow up on low resident satisfaction scores to identify service breakdowns and pursue resolutionMaintain professional, empathetic communication with residents, including during escalationsIssue & Incident ManagementCoordinate responses to complex issues (outages, recurring failures, bed bug remediation, etc.)Track facts, timelines, and outcomes for internal visibilityEscalate safety, policy, or repeat issues appropriatelyRoommate Conflict ResolutionAct as a neutral fact-finder for higher-level roommate conflictsDe-escalate situations and drive practical, policy-aligned resolutionsOperational DisciplineMaintain accurate documentation in the property management systemTrack open issues through confirmed resolutionIdentify recurring issues and opportunities for operational improvementExperience & Technical Requirements5+ years of direct property management experience, with hands-on maintenance coordinationProven experience managing high volumes of work orders across multiple units or buildingsExperience coordinating vendors and managing resident communications related to repairs and outagesFamiliarity with property management software (AppFolio experience preferred, not required)Working knowledge of residential systems (basic plumbing, heating, electrical)Strong organisational skills with the ability to prioritise and batch work efficientlyExcellent written and verbal communication skillsSound judgement, attention to detail, and consistent follow-throughComfort handling resident complaints and emotionally charged situations with professionalism and empathy