Commercial Operations Manager

Responsibilities

• Operational Excellence
• Aid in designing, implementing, and monitoring standard operating procedures (SOPs) and operational best practices.
• Optimize operational systems, tools, and platforms by identifying opportunities and inefficiencies, and implementing solutions to improve performance and workflow.
• Support operational procurement and contracting, including bid processes, negotiation, and service delivery oversight.
• Portfolio Coverage & Field Support
• Provide operational support across the portfolio as needed.
• Step into property-level gaps at the Assistant General Manager or General Manager level based on business needs and team coverage.
• Support the operational onboarding of new properties entering the portfolio, including systems setup, vendor transitions, and alignment with portfolio standards.
• Facilitate best practice sharing across property teams by identifying successful practices and supporting their replication across the broader portfolio.
• Portfolio Initiatives & Performance Tracking
• Assist with and help drive portfolio-wide initiatives, operational rollouts, audits, and cross-functional projects and process improvements.
• Track Key Performance Indicators (KPIs) to measure adoption, performance, and success of operational initiatives across the portfolio.
• Contribute to the preparation of operational reports, dashboards, and executive-level summaries to communicate portfolio performance, initiative progress, and key findings to senior leadership.
• Change Management & Adoption
• Develop training, communication, and onboarding materials to support the rollout of new processes, systems, and programs at the property level.
• Act as a liaison between property teams and corporate functions to ensure alignment, clear two-way communication, and consistent execution.
• Build and maintain strong relationships across the organization, ensuring honest, timely, and transparent communication at all levels.
• Financial Management & Budgeting
• Support expense management efforts, including ongoing assessment of vendor contracts, service agreements, and property-level functions to optimize cost efficiency.
• Maintain vendor and contractor performance against established Service Level Agreements (SLAs) and contract terms, flagging deficiencies and supporting corrective action in coordination with property teams and procurement.
• Support portfolio annual operating budgets; analyze financial statements on an ongoing basis, including review of variance reports and reforecasts to revenue, expenses, and capital expenditure.
• Contribute to annual business planning, budgeting, and forecasting processes in coordination with Finance and Asset Management.
• Business Strategy & Cross-Functional Support
• Partner cross-functionally with Property Management, Accounting, Finance, Asset Management, IT, Engineering, Procurement, and other corporate and field teams to support operational initiatives, resolve issues, and drive consistent execution across the portfolio.
• Support strategic planning efforts by providing insights, data analysis, and recommendations on operational improvements and service enhancements.

Qualifications

• 5+ years of commercial property management or portfolio operations experience, preferably within Class A office or mixed-use assets.
• Strong understanding of property operations, budgeting, vendor management, and building services.
• Experience supporting multi-site or portfolio-level operations preferred.
• Ability to step into property-level leadership responsibilities when needed, including AGM or GM-level support.
• Proven ability to manage multiple priorities, projects, and stakeholders in a fast-paced environment.
• Proven track record of driving operational improvements, SOP implementation, or process optimization initiatives.
• Excellent communication and relationship-building skills with the ability to collaborate across corporate and field teams.
• Highly organized, solutions-oriented, and adaptable with strong attention to detail.
• Proficiency in Microsoft Office Suite, including Excel, and experience with property management systems preferred.