Director of Operations

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 regulat

Benefits

Additional Information

About QuadReal Self Storage Management QuadReal Self Storage Management is proudly owned and operated by QuadReal Property Group, a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. With locations across Greater Vancouver, Calgary, Guelph, and Greater Toronto Area, operating under the Maple Leaf Self Storage banner, we offer accessible, customized, and secure storage solutions for a variety of storage and moving needs. Focused on exceptional service, QuadReal Self Storage Management LP is committed to delivering value to its customers. www.mapleleafstorage.com About QuadReal Property Group QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities globally for investments in equity and debt in both the public and private markets. QuadReal invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships. QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come. QuadReal: Excellence lives here. www.quadreal.com Role Description: 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.

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