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.
