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RioCan Yonge Eglinton Centre
2300 Yonge St, Suite 500
Box 2386
Toronto, ON
M4P 1E4


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Who We Are

RioCan is one of Canada's largest Real Estate Investment Trusts (REIT). We own, manage and develop retail-focused, increasingly mixed-use properties in Canada's major markets. We pioneered the REIT concept almost 30 years ago and have transformed Canadian real estate.

We are proud to be recognized as one of Canada's Greenest Employers and a Greater Toronto's Top Employer. At RioCan, you can build a career with real impact and longevity. You get the stability and resources of an established company and the entrepreneurial and collaborative spirit of a start-up. Life at RioCan is dynamic and fast-paced. We know that great ideas can come from anywhere, and we empower our people to suggest and implement them. We value different voices and perspectives and appreciate that the unique backgrounds and identities we each bring to our jobs make the whole business stronger.


Reporting to the Director, RioCan Living Operations – The Customer Experience Operations Manager will lead a superior post-construction customer care team; and will be responsible for caring for the needs of the Renters and Purchasers through the different phases of their renting and/or new home buying experience. This role will work closely with Development Construction, Sales and Marketing, and Property Management in fulfilling the common goal of creating customers for life. The successful candidate will be responsible for keeping purchasers well informed on everything relating to their new home including financial obligations, warranty and maintenance procedures and the legal components of home ownership.


  • Oversee the hiring, orienting, and training of the customer experience and customer care team.

Condominium Specific Tasks:

  • Develop and implement customer experience and customer care policies, procedures, and regulations to best address 30 day and Year End Tarion Warranty concerns.
  • Engage and maintain positive ‘dialogue and communication’ with Purchaser/Homeowner from PDI stage onwards.
  • Maintain outstanding customer service skills, focusing on anticipating the needs of customers and proactively addressing issues, before they become concerns.
  • Handle complex customer issue by analyzing problems to come up with effective solutions.
  • Directly responsible to minimize requests for a Tarion conciliation inspection.
  • Directly address and supervise any potential Warranty claims: including ensuring all warrantable repairs are addressed and completed prior to ‘occupancy’.
  • Manage and supervise the issuing of all ‘work orders’ to sub-contractors and Service Technicians/Handymen regarding Service/Warranty issues. Follow up on completion of all such work orders.
  • Supervise the condominium pre-audit process and mitigate any/all technical audit concerns.
  • Attend conciliations, or tribunal hearings as a Company representative, as required.
  • Comply with findings of the Tarion Conciliation Report and ensure repairs are completed within specified periods.
  • Ensure homeowner(s) understand the PDI, closing, follow up, and warranty process via an educational seminar and homeowner interactions.
  • Ensure all warranty documents are delivered and reviewed with the homeowner upon closing.
  • Ensure PDI appointments are scheduled with homeowners.
  • Ensure that the company complies with all current Tarion procedures and guidelines
  • Maintain communication with Tarion representatives.
  • Engage in dialogue with the Condominium Board and Property Manager.

Multi-Family Residential Tasks:

  • Oversee our RioCan Life Program and ensure the successful execution of onsite events and programming, approving welcome and renewal gifts, move-in experience, etc.
  • Oversee the annual Tenant Engagement Survey process including execution of the survey across the portfolio, communicating results to third-party property managers, ensuring the development, execution and completion of action plans.
  • Coordinate with the site construction team as required.
  • Conduct PDI’s as required for all rental residential assets.
  • Handle complex construction issues by analyzing problems to come up with effective solutions to ensure the successful turnover
  • Other duties / projects as required. 


  • BA or BS, or the equivalent knowledge or experience.
  • Minimum of 5-7 years of direct customer service or management experience.
  • General knowledge of Tarion Construction Performance Guidelines and Ontario Building Code preferred.
  • Builderlink and Newstar software experience an asset.
  • Proficient in Word, Excel, Access and Outlook
  • Customer Service Managerial skills
  • Superior communication (verbal and written), observation, negotiation, problem solving, analytical and conflict resolution skills
  • Demonstrated ability to manage conflict and convey solutions for problem resolution
  • Must possess a strong customer service and team player orientation
  • Exceptional telephone manner
  • Demonstrated ability to balance multiple priorities in a dynamic environment

Why join RioCan?

We believe in rewarding you for what you do and investing in your career and long-term success. Our total rewards and perquisites program is designed to fit and enrich your life physically, emotionally, financially, and socially. We offer eligible employees:

Work / Life Balance that prioritizes YOU. Enjoy a hybrid work model with flexible work hours, an extra-long weekend with our RioCan Cares Day, and half days before every long weekend in the summer.

Professional Growth and Development that includes a continuing education reimbursement, a mentorship and leadership development program, on-demand online learning, and cross-training opportunities.

An Extensive Health and Benefits Program that includes health and dental benefits for you and your family starting on day one, a healthcare spending account, an employee family and assistance program, virtual healthcare, and other resources.

A Comprehensive Retirement Program to help prepare our employees for the future. This includes matching employee contributions in a retirement savings plan, pension plan, and an employee unit purchase plan.

Additional Perks and Benefits that include paid time off, parental leave top-up, various employee discounts, employee referral and recognition programs, and opportunities to participate in community initiatives, committees, and social events throughout the year.

We are committed to creating a diverse and inclusive work environment where all employees are valued, included, and empowered to do their best work and bring great ideas. People are at the core of who we are, and we respect that they have taken all paths to get here. RioCan welcomes applications from all candidates and is committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the application process, please let us know, and we will be happy to work with you to meet your needs.

Click here to learn more about who we are and what a career at RioCan can look like for you. You can also visit us at www.riocan.com.

RioCan brings together smart, talented people from diverse backgrounds, and creates spaces where we can all prosper.  People are at the core of who we are, and we respect that they have taken all kinds of paths to get here.

We are committed to creating an environment in which all employees are valued, included, and empowered to do their best work and bring great ideas. We value different voices and perspectives, and appreciate that unique backgrounds and identities make our organization stronger.

RioCan welcomes applications from all candidates and is committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the application process please let us know and we will be happy to work with you to meet your needs.