Director of Operations

QuadReal Property Group•Toronto, ON

5d•CA$150,000 - CA$170,000•Hybrid

About The Position

Maple Leaf Self Storage is seeking an accomplished and strategic Director of Operations to lead day-to-day operations across our national portfolio. This is a senior leadership role with broad accountability for revenue performance, customer experience, team development, operational efficiency, and the execution of Maple Leaf's growth strategy. Reporting directly to the President, the Director of Operations will serve as the primary operational leader of the business, acting as a key bridge between corporate strategy and frontline execution. The successful candidate will bring deep expertise in operations management, a strong commercial instinct, and a proven ability to lead and develop high-performing teams in a multi-site, customer-facing environment.

Requirements

Minimum 8–10 years of progressive operations management experience, with at least 3–5 years in a senior or director-level role overseeing multiple sites or business units.
Demonstrated success leading teams in a multi-site, customer-facing service or retail environment; self-storage, property management, hospitality, or retail operations experience is highly valued.
Strong financial acumen with direct P&L accountability; experience developing and managing operational budgets.
Proven ability to lead, inspire, and develop diverse teams across multiple locations; exceptional people management and coaching skills.
Track record of driving measurable improvements in revenue, occupancy, operational efficiency, and customer satisfaction.
Excellent communication, presentation, and stakeholder management skills; comfortable engaging with senior leadership and institutional partners.
Proficiency with property management systems, CRM platforms, and Microsoft Office Suite; comfort with data analytics and reporting.
Post-secondary degree in Business Administration, Operations Management, or a related field (or equivalent experience).
Willingness and ability to travel to properties across Canada on a regular basis.

Nice To Haves

Experience within the self-storage, real estate, or asset management sector.
Familiarity with dynamic pricing strategies and revenue management tools.
Experience managing operational integrations arising from acquisitions or new site openings.
Bilingual (English/French) is an asset but not required.

Responsibilities

Oversee all aspects of daily operations across the full portfolio of Maple Leaf Self Storage facilities, ensuring facilities are well-maintained, efficiently staffed, and delivering a consistently excellent customer experience.
Develop, implement, and continuously improve operational policies, procedures, and standards to maximize efficiency, safety, compliance, and quality.
Lead, motivate, and develop a geographically dispersed team including Regional Managers, Operations Managers, and site-level staff; set clear performance expectations and foster a culture of accountability and continuous improvement.
Conduct regular site visits and performance reviews to evaluate operational effectiveness, identify risks, and maintain quality standards across all locations.
Manage operational budgets with full P&L accountability; track KPIs, analyze variances, and implement corrective actions as needed to achieve financial targets.
Drive occupancy, rental rate optimization, and ancillary revenue growth across the portfolio in partnership with marketing and revenue management teams.
Monitor competitive market conditions, pricing trends, and customer feedback to identify opportunities to improve revenue performance and market positioning.
Partner with the President and leadership team on new site acquisitions, expansions, and development projects, including operational due diligence and integration planning.
Support the implementation of technology and digital tools (property management systems, dynamic pricing, CRM) to enhance the customer journey and operational insight.
Recruit, onboard, and retain top operational talent; build effective succession pipelines for key roles.
Champion a positive, inclusive, and high-performance workplace culture consistent with Maple Leaf's and QuadReal's values.
Design and deliver effective training programs to ensure all team members have the skills, knowledge, and tools to excel in their roles.
Conduct regular performance reviews and development conversations; address performance issues promptly and constructively
Set and uphold service standards that deliver a differentiated and memorable customer experience at every touchpoint.
Monitor customer satisfaction metrics (NPS, reviews, complaint resolution) and lead initiatives to address gaps and drive improvement.
Respond to and resolve escalated customer concerns in a timely and professional manner.
Oversee capital maintenance planning and execution in coordination with the facilities and construction team; ensure properties are maintained to the highest standards.
Lead or support new site openings, renovations, and expansion projects from an operational readiness perspective.
Ensure compliance with all health, safety, environmental, and regulatory requirements across the portfolio.
Prepare and present regular operational performance reports to the President and, where applicable, the QuadReal leadership team.
Contribute to the development of the annual business plan, capital budget, and long-term strategic objectives.
Identify and evaluate opportunities for operational innovation, technology adoption, and process improvement.