Operations Manager

ABOUT US

New Life Management Services Inc. (NLM) is a mission-driven property management company specializing in not-for-profit housing cooperatives across British Columbia. Our foundation is built on principles of transparency, accountability, and responsible governance. We are committed to delivering reliable, high-quality service while helping communities thrive through expert management and meaningful relationships.

POSITION SUMMARY

The Operations Manager plays a central role in ensuring the smooth execution of day-to-day operations, supporting staff, and ensuring client satisfaction. Working closely with the COO and CEO, the Operations Manager oversees the internal coordination team, supports strategic planning, and ensures that NLM’s standards are consistently met across all departments and client-facing activities.

KEY RESPONSIBILITIES

CLIENT MANAGEMENT & SERVICE DELIVERY

• Act as a key contact for client communications, addressing reactive concerns and ensuring timely resolution.
• Manage client onboarding, including preparation of documentation, onboarding schedules, and vendor communications.
• Attend Board of Directors, Annual General Meetings, and General Meetings, ensuring accurate coordination and representation.
• Review and approve Coordinator notices and meeting packages for quality and compliance

TEAM & CROSS-DEPARTMENT LEADERSHIP

• Manage daily activities of the Coordination Team and Head Office staff, including performance support and coaching.
• Provide cross-departmental supervision to promote collaboration and consistency in service delivery.
• Offer coverage for Coordinators during absences to maintain uninterrupted client support.
• Track employee hours and monitor Co-op overage/underage program metrics for reporting and compliance.

OPERATIONS OVERSIGHT

• Maintain and triage multiple department and client inboxes, including head office emails.
• Manage the NLM’s corporate calendar and ensure proper coordination of internal resources to set-up client meetings via Zoom and hybrid models.
• Provide light IT support and manage technology tools, resolving day-to-day technical issues or coordinating with vendors.
• Oversee subscription and program management for all software.
• Monitor and manage NLM phone systems, ensuring functionality and continuity.

PROGRAM, PROJECT & QUALITY CONTROL

• Support contracted project management services, from initiation through execution, tracking deliverables and timelines.
• Review deliverables from Coordinators to ensure consistency with NLM’s quality standards.
• Maintain and update the Project and Quotes Report to reflect accurate tracking of tasks, deadlines, and resource allocation.

ADMINISTRATIVE & EXECUTIVE SUPPORT

Assist the COO with updates to marketing materials, proposals, and presentation documents.

HUMAN RESOURCES & TRAINING

• Assist with team training and onboarding by following and collaborating on training materials, policies, and operational resources.
• Promote a professional culture and ensure adherence to privacy legislation (e.g., PIPA) and internal standards.

QUALIFICATIONS & SKILLS

• Post-secondary education in Business Administration, Operations, or related field.
• Minimum of 5 years of progressive experience in operations, client management, or office administration.
• Strong organizational and leadership skills with the ability to manage diverse teams.
• Excellent communication skills—both written and verbal.
• Proficiency with Microsoft Office Suite, project management tools, Zoom, and related platforms.
• Experience in property, strata, or co-op housing management is an asset.
• Ability to handle multiple tasks, prioritize effectively, and maintain professionalism under pressure.

WORK ENVIRONMENT

This is a full-time position based out of our head office in Richmond, BC. The Operations Manager will also be required to attend in-person meetings, events, or site visits as needed, based on the requirements of clients and internal teams.

COMPENSATION

Salary-range: CAD $85,000 – $100,000