About the Company:

Michelle Fraser is a full-time real estate sales representative committed to helping buyers and sellers reach their goals and dreams of homeownership. Over the years, Michelle has successfully negotiated thousands of transactions and takes pride in everything she does to ensure client satisfaction. Her continued persistence and dedication have resulted in her being ranked in the top 15 amongst 20,000 agents across Canada for RE/MAX.

Purpose of Role:

As the Director of Operations and Client Care, you will serve as Michelle Fraser's right-hand, enabling peak performance in sales, leadership, and business growth. This high-trust role is responsible for both executive-level support and complete operational oversight of the Fraser Team's day-to-day systems, communications, and results. You will lead cross-functional coordination, enforce operational standards, and drive accountability within a dynamic, client-centric real estate business.

This is a pivotal leadership role for a sharp, resourceful, and solutions-oriented professional who thrives in a results-driven, team-first environment.

Our Core Values:

Integrity. Innovation. Impact.

We exceed expectations. We move fast. We care deeply about our clients and each other.

Accountabilities:

This is an in-office role
Manage daily operations and services of all systems for transaction coordination, internal communication, client communication, financial management, information management, central database management, and marketing
Fully understand the brand, business model, vision and values and recommend ways to leverage appropriately
Supervise transaction flow from listing to closing, ensuring timelines and accuracy
Overseeing daily tasks/priorities to prepare new listings to go on the market promptly, ensuring existing listings are of top quality and showing condition
Managed various employment activities, including recruitment, selection, onboarding/new hire orientation, training, performance management, and terminations. Partners with Human Resources as appropriate
Coordinate with the head office on accounts receivable/payable and monthly reporting
Manage team expenses, reimbursements, commission splits, and financial summaries
Oversee and optimize all systems (EOS, Follow Up Boss, Sisu, Google Workspace, etc.) Enforce and refine SOPs across sales, marketing, admin, and client service departments
Highly developed skills in accountability for keeping direct reports focused on the goals of the business, executing business objectives, and consistently delivering results through living our company values
The ongoing performance of team members through coaching, leading mastermind groups, and all activities that represent the culture of the team
Financial literacy with experience in bookkeeping or budget tracking. Company revenue and expense tracking, support accounting with profit & loss reporting, provides regular reports to the Team Leader on related financials as required
Liaise with Sales Representatives, Marketing, Bookkeeping and Support Teams relating to vendors, contractors, lawyers, etc., ensuring the consistent and accurate delivery of services to the client
Work with the Team Leader to identify additional tools, systems, and communications that would enhance production and staff efficiency
Understanding real estate is ongoing, and the requirement to oversee the business, including evenings and weekends
Other duties as needed to support the operations

Required Skills and Knowledge:

Demonstrate strong employee retention skills and positive team spirit
Can manage multiple projects/tasks simultaneously while maintaining priorities, focus, and attention in a small business environment
Be highly reliable, with strong organizational systems and project management skills, and must pay close attention to details and follow-through

Education and Experience:

Minimum 5+ years in executive support, operations, or business management (real estate or high-growth sales environment preferred)
Licensed Real Estate Representative preferred
Broker of Record is an asset
Exceptional organizational and time management skills
High emotional intelligence and professional discretion
Technology savvy and able to learn new programs quickly. High level of proficiency in Microsoft Office suite, DocuSign, CRM platforms, mainstream social media platforms, QuickBooks, Top Producer, Publisher, and Google Suite Apps, Follow Up Boss, Sisu, EOS/Traction, Google Sheets, Asana, Canva, Google Analytics, Slack, Zoo
Post-secondary education in Business, Real Estate, or Human Resources is an asset
Valid Ontario Drivers' License, insured and available vehicle required

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:
Company events
Dental care
Extended health care
On-site parking
Paid time off
Vision care

Education:
Bachelor's Degree (preferred)

Experience:
Residential Real Estate : 3 years (required)

Work Location: In person