Program Manager, Move Out Services

What we offer

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

The Program Manager, Move Out Services is responsible for managing the end-to-end business process management of each unit turnover, including inspection, job scope development, capital cost approval, construction delivery, vendor management, program budget, and overall program compliance. The Program Manager also conducts business reporting and analysis to monitor unit condition data, program performance, cost (drivers and variance) towards informing future year capital planning. Lastly, the Program Manager will work to optimize and realize program efficiencies through system and process standardization and/or redesign activities.

What you’ll do

Monitor and manage service delivery of the Move-Out Program:

• Manages vacant units through the defined critical paths for turnover, including scheduling and completion of inspection, review of scope of work development, delivery of construction work, delivery of quality inspection and capital cost approvals.
• Exercises budget control to balance in-suite refurbishment needs with portfolio budget for unit turnover.
• Monitors service levels of each stage of unit turnover to assess staff schedule compliance, vendor performance, and cost variance drivers (delay) and takes corrective management action
• Communicates/Coordinates process activities with local staff and external vendors on regular basis (in-take and out-take)
• Compiles and analyzes data related to unit condition, job scope, cost and performance to provide business reporting.
• Uses analysis to assess gaps and continuous improvement activities and takes corrective action.
• Keep program leadership (e.g. Senior Director, Operations and Chief Operating Officer)apprised of all potential risks and provide advice to mitigate.
• Coordinates site teams to perform quality assurance reviews and inspections.
• Meets with vendors to review performance, address issues and manage corrective steps (and liaises with Senior Director, Procurement, as required)
• Manages escalations from region operations staff (e.g. superintendents, managers, supervisors) and vendors as it relates to program delivery.

Monitor and Audit Integrity of Move Out Program database:

• Analyzes data gathered and develops solutions and/or alternative options to enable successful processes.
• Liaise with IT to review issues, provide solutions, test and implement required changes to ensure compliance
• Ensures Move-Out Program database information is updated in a timely fashion in support of project goals
• Identifies gaps in internal controls and takes appropriate action to resolve
• Provide network and systems support management to external move-out vendors.
• Develop and deliver Move Out Program quality assurance and improvement activities:
• Optimize and realize efficiencies through system and process standardization and/or redesign activities. Develop and deliver program audit inspections and recommendation to improve program administration and service delivery
• Develop and deliver program and service training, support documentation, training manuals to staff and vendors
• Provide operational expertise during the continuous enhancement phases of the process to comply with the project deliverables

Develop and deliver Move Out Program quality assurance and improvement activities:

• Optimize and realize efficiencies through system and process standardization and/or redesign activities. Develop and deliver program audit inspections and recommendation to improve program administration and service delivery
• Develop and deliver program and service training, support documentation, training manuals to staff and vendors
• Provide operational expertise during the continuous enhancement phases of the process to comply with the project deliverables

What you’ll need

• Post-secondary education in Business Administration, Public Administration, Project Management or other relevant fields
• 5 years experience in program / project management, negotiation, organizational, project reporting, property management and financial analysis.
• 7+ years preferred in program / project management, negotiation, organizational, strong financial, analytical skills and problem solving skills. Proven experience in effectively dealing with all levels of stakeholders.
• Project Management Certification preferred
• Building science knowledge specific to multi-residential in-suite components and unit refurbishment practices.
• Financial analysis, budget preparation, tender process and selection, contract administration, and property management;
• Program reporting (cost, quality and performance), Communication, Business and technical report drafting.
• Business Process engineering, documentation and compliance management.
• Systems process mapping and documentation
• Project Management Principles (Scope and Implementation)
• Technology-based project implementation is an asset
• Customer experience management principles
• Relationship management, conflict resolution, negotiation and organizational skills
• Excellent oral and written communication skills and presentation skills
• Proven experience in analyzing and interpreting data (transactional and trend level), preparing reports and developing management actions.
• Proven experience in interacting effectively with and engaging a variety of stakeholders including: staff, tenants, business partners and community groups

What’s next

Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

Please note: This temporary position may be extended or become permanent in order to meet business needs. If this occurs, the position may not be reposted.