Customer Service Operations Manager Jobs in Alberta

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company's esteemed annual list of the World's Most Innovative Companies, as well as recognition as one of U.S. News & World Report's Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

The Assistant Operations Manager supports the Operations Manager in directing the day-to-day operation, maintenance, optimization, and continuous improvement of Eighth Avenue Place. This position plays a key leadership role in ensuring the property is maintained to the highest standards of safety, reliability, sustainability, operational excellence, and tenant satisfaction.

The Assistant Operations Manager provides oversight and guidance to building operations staff, contractors, consultants, and service providers while assisting in the management of building systems, life safety programs, preventative maintenance initiatives, tenant improvement projects, capital projects, energy management programs, sustainability objectives, and operating budgets.

The role is responsible for helping ensure all building infrastructure and systems operate efficiently, cost effectively, and in accordance with applicable legislation, codes, standards, Hines policies, and industry best practices. The incumbent is expected to foster a culture of continuous improvement, accountability, teamwork, and customer service while delivering a first-class tenant experience consistent with the expectations of a premier office asset.

The Assistant Operations Manager acts on behalf of the Operations Manager during periods of absence and may assume delegated operational authority as required.

The Assistant Operations Manager shall be responsible for, but is not limited to, the following:

• Monitor the operation, performance, and reliability of all building systems, equipment, and associated software platforms.

• Ensure all building systems operate safely, efficiently, and within established operating parameters and industry standards.

• Maintain accurate operational logs, records, reports, and key performance metrics.

• Investigate operational deficiencies and coordinate corrective actions with internal staff, contractors, and service providers.

• Obtain quotations, review scopes of work, and coordinate maintenance, repair, and service activities.

• Support energy management initiatives through the monitoring, analysis, and optimization of utility consumption, building performance, and sustainability objectives.
• Procure building supplies, materials, tools, and inventory to ensure operational readiness and appropriate stock levels.
• Complete administrative functions including monthly reporting, policy and procedure development, audit preparation, regulatory compliance documentation, and records management.
• Assist in the development, monitoring, and administration of annual operating budgets, forecasts, and financial performance objectives.
• Support the planning and execution of short-term and long-term capital replacement, infrastructure renewal, and asset preservation programs.
• Participate in tendering, procurement, contract administration, vendor selection, and contract negotiations.
• Ensure compliance with Occupational Health and Safety legislation, Hines standards, site procedures, and all applicable codes, regulations, and industry best practices.
• Monitor and verify the accuracy, completeness, and timely closure of work orders and operational documentation.
• Administer and maintain the Computerized Maintenance Management System (CMMS), including asset data, preventative maintenance programs, task procedures, equipment inventories, and maintenance records.
• Review and optimize preventative and predictive maintenance programs to maximize system reliability, efficiency, and asset life-cycle performance.
• Participate in the management on-call rotation and respond to after-hours emergencies, incidents, and operational issues as required.
• Coordinate, oversee, and supervise contractors, consultants, and service providers to ensure work is completed safely, efficiently, and in accordance with contractual requirements.
• Participate in operational, safety, sustainability, tenant, and building committee meetings as required.
• Ensure all contractors and service providers comply with site procedures, safety requirements, security protocols, and contractual obligations.
• Schedule, assign, supervise, and monitor the work of operating staff, contractors, and service providers.
• Identify and implement opportunities to improve operational performance, tenant satisfaction, sustainability outcomes, and cost efficiencies.
• Provide leadership, mentoring, coaching, and technical guidance to operating staff while fostering a culture of accountability, teamwork, and continuous improvement.
• Foster positive and productive relationships with tenants, ownership representatives, contractors, consultants, and internal stakeholders.
• Support recruitment, onboarding, training, employee development, performance management, succession planning, and workforce development initiatives.
• Participate in employee goal setting, performance reviews, coaching discussions, and development planning.
• Identify skill gaps and training requirements and assist in implementing employee development and succession plans.
• Support the management and coordination of tenant improvement, maintenance, renovation, and capital construction projects.
• Assist with project planning, budgeting, scheduling, contractor coordination, commissioning, turnover, and project close-out activities.
• Support sustainability, environmental, energy management, and ESG initiatives, including conservation, waste diversion, and resource management programs.
• Assist in maintaining LEED, WELL, BOMA BEST, ENERGY STAR, or other sustainability and building certification requirements, where applicable.
• Promote a culture of safety, accountability, operational excellence, innovation, and exceptional customer service.
• Act on behalf of the Operations Manager and assume delegated operational responsibilities during periods of absence.
• Promote a culture of safety, accountability, operational excellence, and exceptional customer service.

Minimum Requirements include:

• 4th or 5th Class Power Engineering Certificate, or an equivalent combination of education, training, and experience required.
• Trade certification such as Journeyperson Electrician, HVAC Technician, Refrigeration Mechanic, Plumber, Millwright, Power Engineer, or a related technical designation preferred.
• Minimum 5 years of experience in commercial building operations, facilities management, or a related field, including a minimum of 3 years of supervisory or leadership experience.
• Experience operating and maintaining Class A or AAA commercial office properties preferred.
• Demonstrated experience with operating budgets, forecasting, cost control, and variance management.
• Experience managing service contracts, procurement processes, contractor performance, and vendor relationships.
• Experience coordinating tenant improvement projects, capital projects, and infrastructure renewal initiatives preferred.
• Strong technical knowledge of HVAC, mechanical, electrical, plumbing, life safety, security, building automation systems (BAS), and general building infrastructure.
• Working knowledge of Building Automation Systems (BAS), Energy Management Systems (EMS), Computerized Maintenance Management Systems (CMMS), building analytics platforms, and sustainability initiatives.
• Thorough knowledge of applicable Occupational Health and Safety legislation, Alberta Safety Codes, Fire Codes, Building Codes, environmental regulations, and commercial property industry standards.
• Demonstrated leadership, accountability, sound judgment, problem-solving, decision-making, and team-building capabilities.
• Strong organizational, planning, prioritization, delegation, and project implementation skills, with the ability to manage multiple priorities and changing operational requirements.
• Strong customer service orientation and proven ability to build productive relationships with tenants, ownership representatives, contractors, consultants, service providers, management, and staff.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work independently and effectively within a collaborative, fast-paced team environment.
• Demonstrated integrity, professionalism, accountability, strong work ethic, and commitment to operational excellence and continuous improvement.
• Proficiency with Microsoft Office Suite and other business-related software applications.
• Professional designations such as SMA, SMT, FMA, RPA, LEED Green Associate, Certified Energy Manager (CEM), PMP, or related credentials preferred.
• Active involvement in professional organizations such as BOMA, NAIOP, REALPAC, IFMA, BOMI, or similar industry associations preferred.
• Required to carry a mobile device and radio and participate in an on-call rotation to respond to building emergencies and operational issues outside of regular business hours.
• May be required to work evenings, weekends, and statutory holidays to support operational requirements, emergency response activities, special projects, and tenant or building events.
• Work is performed in a variety of environments, including office spaces, mechanical and electrical rooms, rooftops, parkades, occupied tenant premises, and outdoor areas, with potential exposure to mechanical and electrical equipment, noise, heat, dust, vibration, and varying environmental conditions.
• Required to safely operate tools, equipment, and machinery and comply with applicable Occupational Health and Safety legislation, Hines safety standards, policies, training requirements, and established safe work practices.
• Frequent interaction with tenants, contractors, consultants, service providers, and building staff in a fast-paced operational environment.

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion of assets across such property types as living, office, retail, mixed-use, logistics and life science projects - all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company's prestigious annual list of the World's Most Innovative Companies for 2024. Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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