Director, Product & Resident Experience

Director, Product & Resident Experience

Multi-Family Residential Development
Purpose-Built Rental Residential
Reports to: VP, Development
Full-time, in-office
Travel: Regular travel to properties throughout the GTA and Southern Ontario

North York, ON

$140,000 - $155,000

Director, Product & Resident Experience the Opportunity

Our client is a growing, vertically integrated real estate organization developing and operating purpose-built rental communities across Southern Ontario.

They are seeking a Director, Product & Resident Experience to connect development, design, construction, marketing, leasing, and property operations. This is a highly influential position responsible for ensuring that each building’s original vision is successfully translated into the finished product, leasing strategy, operating model, and everyday resident experience.

The successful candidate will understand how residential buildings work, how communities are positioned and leased, and how early design decisions affect long-term operating costs, service delivery, and resident retention.

This is an ideal opportunity for a multifamily operations leader with lease-up experience, strong commercial instincts, and an exceptional eye for both functional and experiential details.

Director, Product & Resident Experience Key Responsibilities

Product and Operational Design

• Represent the ownership perspective during planning, design, construction, and operational preparation.
• Review architectural, interior-design, and technical packages to assess functionality, durability, maintainability, and resident usability.
• Evaluate floor plans, amenity spaces, service areas, waste-management systems, move-in routes, staff areas, and back-of-house operations.
• Identify opportunities to reduce long-term operating expenses through thoughtful design, material, equipment, and system selections.
• Ensure that design decisions balance visual appeal, construction practicality, resident expectations, durability, and operational requirements.
• Provide practical operational input to development teams, consultants, designers, and construction partners.

Technology and Building Functionality

• Guide the evaluation and implementation of resident-facing and operational technology.
• Oversee solutions related to building access, parcel management, resident communications, amenity bookings, and property-management applications.
• Ensure technology platforms are practical, integrated, scalable, and ready for opening.
• Consider the complete experience of residents and employees when evaluating building systems and operational processes.

Leasing and Property Launches

• Lead the operational and experiential components of new property launches and lease-up campaigns.
• Partner with marketing and leasing teams on positioning, pricing, availability, prospect feedback, and leasing velocity.
• Ensure model suites, leasing centres, tour routes, signage, amenities, and presentation spaces accurately communicate each property’s value proposition.
• Monitor leasing performance and market response, recommending adjustments where the product or experience is not resonating as expected.
• Coordinate launch-readiness activities across development, construction, marketing, leasing, and property management.

Brand and Resident Experience

• Translate each property’s brand positioning into tangible resident touchpoints.
• Develop a consistent resident journey encompassing the initial inquiry, property tour, application, move-in, daily living, events, renewals, and move-out.
• Ensure physical environments, communications, employee interactions, programming, and service standards support the intended brand experience.
• Establish standards for resident welcome programs, community events, amenity experiences, and ongoing engagement.
• Build partnerships with local businesses and service providers that add meaningful value for residents.
• Conduct periodic property reviews to assess presentation, maintenance, cleanliness, service, and brand consistency.

Property Operations and Service Standards

• Serve as the primary connection between development teams and third-party property-management partners.
• Develop property-level operating plans, service expectations, and documented standard operating procedures.
• Ensure operating teams are adequately prepared before construction completion and resident occupancy.
• Work with property management to establish staffing models, workflows, service standards, and opening requirements.
• Support a smooth transition from construction completion through occupancy and stabilized operations.
• Monitor operating performance and work collaboratively with property teams to address gaps.

Budgeting, Procurement and Portfolio Consistency

• Prepare and review property operating budgets.
• Identify operating assumptions and requirements during development planning.
• Lead or support the procurement of building-level services, suppliers, technology, and operational resources.
• Establish portfolio standards where consistency improves service, purchasing power, and operational performance.
• Evaluate decisions from both immediate resident-impact and long-term ownership perspectives.
• Identify opportunities to improve quality, control costs, and reduce future maintenance or labour requirements.

Cross-Functional Leadership

• Align internal and external stakeholders around a shared product and resident-experience vision.
• Facilitate decisions involving competing design, construction, financial, leasing, and operational priorities.
• Hold consultants, suppliers, and property-management partners accountable for agreed standards and deliverables.
• Produce clear reporting and recommendations for senior leadership.
• Manage multiple properties and development timelines across different municipalities.

Director, Product & Resident Experience Qualifications & Experience

• Seven to ten years of progressive experience in multifamily operations, residential asset management, property management, hospitality, leasing, or a related customer-focused operating environment.
• Significant experience with the lease-up and opening of newly developed residential properties.
• A strong operations foundation combined with exposure to leasing and/or residential sales.
• Thorough understanding of how building design, materials, systems, staffing, and operating procedures affect the resident experience.
• Ability to read architectural drawings and understand fundamental mechanical, electrical, life-safety, and building-finish considerations.
• Experience developing operating budgets and managing suppliers or service contracts.
• Strong customer-service instincts and an understanding of premium service delivery.
• Ability to provide constructive direction to consultants, vendors, leasing teams, and third-party operators.
• Commercial judgment and a long-term approach to cost, quality, durability, and asset performance.
• Exceptional attention to detail across physical presentation, communications, branding, and service.
• Excellent written and verbal communication skills.
• Confidence presenting recommendations and performance information to senior leadership.
• Advanced organizational skills and the ability to balance multiple projects, launches, and operational priorities.
• Proficiency with Microsoft Excel.
• A valid driver’s licence and the ability to travel regularly to properties throughout Southern Ontario.

What Our Client Offers

• A highly collaborative environment with exposure to development, construction, leasing, marketing, and property operations.
• A distinctive leadership role with meaningful influence over both the physical product and the customer experience.
• The opportunity to establish standards and processes across a growing residential portfolio.
• Direct involvement in bringing new rental communities from concept through stabilized operations.
• A position where recommendations carry real weight and can shape the organization’s long-term brand and operating platform.

Interested?

Apply below

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Only applicants with the legal right to work in Canada can be considered for this opportunity.

We thank all those who express interest in this opportunity however only those short-listed we be contacted.