About

• URGENT: Part-Time Operations & SOP Manager (operations management experience is required)
• Application Deadline: 27 December 2025
• Department: Operations
• Employment Type: Part Time
• Location: Toronto

• Description
• Prepare, update, and maintain onboarding documentation for all roles.
• Write, standardize, and continuously improve SOPs across all departments.
• Manage the Master SOP Library in Google Drive, including version control and update logs.
• Identify SOP gaps and prioritize documentation needs.
• Simplify and optimize SOPs based on operational feedback, research, and efficiency opportunities.
• Send and track weekly staff questionnaires related to SOP clarity and compliance.

Define, document, and maintain KPIs for all departments, including

• Maintenance
• Housekeeping
• Marketing
• Customer Service
• Security
• Financial (coordination and tracking only)
• Track and analyze KPI performance on a weekly and monthly basis.
• Maintain the Master Operations Sheet.
• Monitor task execution and progress using Asana.
• Identify bottlenecks, delays, risks, or recurring operational issues.
• Propose operational improvements for leadership review and approval.
• Produce a weekly executive-level operations dashboard for the CEO.
• Report on KPI performance, missed or delayed tasks, SOP gaps, risks, and opportunities.
• Deliver concise summaries focused on exceptions and insights, not raw data.
• Ensure reporting supports decision-making and strategic oversight.
• Manage and triage shared operational inboxes.
• Route communications to the appropriate departments or owners.
• Track follow-ups and outstanding action items.
• Ensure communications align with company priorities.
• Organize design-related emails, files, and assets.
• Maintain clean, logical Google Drive folder structures.
• Support customer service operations by monitoring response workflows and identifying recurring issues.
• Update customer service SOPs based on trends and feedback.

Monitor OTA performance, including

• Hostaway calendar reviews
• Identification of unbooked units
• Flagging availability, pricing, or listing issues
• Write and maintain Marketing and OTA SOPs (Airbnb, Booking.com, Expedia, etc.).
• Coordinate operational issues with external specialists when required.
• Track and organize maintenance tasks and requests.
• Ensure maintenance issues are properly logged, categorized, and followed up.
• Produce weekly maintenance summaries.
• Identify recurring maintenance issues and escalate for operational review.

Hard Requirements

• Minimum 3–5 years of experience in operations management, process improvement, or SOP documentation.
• Proven experience creating, managing, and optimizing Standard Operating Procedures at scale.
• Strong analytical skills with experience defining and tracking KPIs.
• Advanced proficiency in Google Workspace (Docs, Sheets, Drive).
• Hands-on experience with Asana or similar project management tools.
• Ability to produce executive-level reports and dashboards.
• Experience managing shared inboxes and cross-department communication.
• Familiarity with customer service operations and workflow monitoring.
• Experience supporting or documenting OTA platforms (Airbnb, Booking.com, Expedia, Hostaway).
• Strong attention to detail, version control, and documentation accuracy.
• Excellent written communication and organizational skills.
• Ability to work independently, manage priorities, and escalate issues appropriately.
• Reliable computer, high-speed internet, and ability to work remotely.

Schedule

• 25 hours per week
• Monday to Friday
• 9AM - 2PM US Eastern Standard Time Zone

Offer and Benefits

OFFER

• $5USD/hour for the first 8 weeks
• $6USD/hour after the first 8 weeks onwards
• HMO coverage after 1 year of employment.