National Director, Property Management

Location
Toronto, ON M5H 3T9
 
Full job description
Role Summary
The National Director, Property Management is a visionary leader and mentor responsible for delivering exceptional customer experiences across a diverse national portfolio. This role is ideal for a people-first leader who thrives on developing talent, building trust with customers, and driving operational excellence. You will lead a culture of service, accountability, and continuous improvement—ensuring that every customer interaction reflects our commitment to excellence.
Core Responsibilities
Mentorship Leadership Development
Build and lead a high-performing, service-driven property management team across the country.
Mentor regional and site-level leaders, fostering a culture of coaching, collaboration, and professional growth.
Develop and implement training programs focused on customer service, operational excellence, and leadership skills.
Conduct regular performance reviews, succession planning, and talent development initiatives.
Customer Experience Relationship Management
Serve as the senior relationship manager for key customers, ensuring their needs are met with empathy, speed, and precision.
Champion a “voice of the customer” approach, using feedback to drive innovation and service enhancements.
Customer Success Metrics
Key performance indicators (KPIs) such as:
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Service Response Time
Issue Resolution Time
Internal Service Communication
Foster strong cross-functional relationships with departments such as Leasing, Operations, Finance, Legal, Brand and Customer Experience.
Ensure alignment between property management goals and broader organizational strategies.
Lead regular interdepartmental meetings to share updates, resolve issues, and drive collaboration.
Promote transparency and open communication across all levels of the organization.
Act as a bridge between frontline teams and executive leadership, ensuring two-way communication and shared accountability.
Operational Oversight
Ensure consistent, high-quality operations across all properties, aligned with customer expectations and brand standards.
Support regional teams in managing inspections, maintenance, and vendor performance.
Oversee procurement and contract management for key services (e.g., janitorial, landscaping, HVAC).
Drive operational innovation and process improvements to enhance efficiency and customer satisfaction.
Capital Projects Construction Oversight
Guide teams in managing capital improvement and customer construction projects with minimal disruption.
Ensure all projects meet compliance, safety, and quality standards.
Oversee insurance claims and ensure accurate documentation and reporting.
Financial Lease Administration
Support teams in interpreting lease agreements and managing customer lease-related inquiries.
Monitor financial performance, ensuring alignment with budgets and cost-efficiency goals.
Approve invoices and support annual budgeting and forecasting processes.
Collaborate with accounting to manage receivables and resolve customer account issues.
Monitor and review monthly variance report with directors of PM to ensure expenses are in line with budgets and make necessary adjustments
Reporting Compliance
Maintain accurate records of property management activities, including preventative maintenance schedules.
Oversee the preparation of monthly and quarterly reports for senior leadership.
Ensure compliance with all regulatory, safety, and operational standards.

Required Skills and Experience
10+ years of progressive leadership experience in property management, with a strong focus on customer service and team development.
Proven track record of mentoring and developing high-performing teams.
Understanding of customer experience principles and success metrics.
Strong financial acumen and experience with lease administration and budgeting.
Excellent communication, coaching, and interpersonal skills.
Proficiency with property management platforms and reporting tools.
Bilingual (French/English) is preferred.
At Pure, it’s our employees who differentiate us. We are committed to fostering diversity and inclusion in the workplace within our organization. Therefore, we encourage all qualified people from different backgrounds to apply to us. Facilities are available as needed for all persons with disabilities throughout the hiring process. Successful applicants will also undergo a background check.

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