Director, Deal Operations

Overview:

The Director of Deal Operations is a strategic leader responsible for optimizing the operational framework and workforce structure of the Deal Operations department throughout the complete lifecycle of deal transactions. This role focuses on building scalable processes, forecasting resource needs, and implementing continuous improvement initiatives to maximize efficiency and team productivity to ensure realtors receive the highest standard of service. As a senior leader, the Director will drive transformational change through data-driven workforce planning, process engineering, and cross-functional collaboration to support organizational growth and operational excellence.

Key Responsibilities:

Workforce Planning & Resource Optimization:

• Develop and execute comprehensive workforce planning strategies, including demand forecasting, capacity planning, and resource allocation models to ensure optimal staffing levels.
• Analyze workload patterns and transaction volumes to predict future staffing needs and proactively address resource gaps.
• Design and implement workforce scheduling models that balance operational demands with team capacity and productivity goals.
• Establish succession planning frameworks and talent development pipelines to build organizational resilience and reduce dependency risks.

Process Optimization & Operational Excellence:

• Lead continuous improvement initiatives to drive efficiencies and improve transaction processing time.
• Map, analyze, and redesign end-to-end workflows from deal initiation to commission payout, identifying bottlenecks and implementing AI-forward solutions.
• Develop and track process performance metrics, including cycle time, error rates, and throughput, to measure optimization impact.
• Implement automation strategies and technology solutions to streamline repetitive tasks and enhance operational scalability.
• Design and maintain standard operating procedures (SOPs) that ensure consistency, quality, and compliance across all transactions.
• Ensure all optimized processes maintain compliance with relevant industry regulations and organizational policies.

Strategic Planning & Change Management:

• Develop multi-year operational roadmaps that align workforce capabilities and process infrastructure with organizational growth objectives.
• Lead change management initiatives to drive adoption of new processes, systems, and ways of working across the department.
• Partner with senior leadership to align operational capacity with market expansion plans and strategic initiatives.

Data Analytics & Performance Management:

• Establish comprehensive KPI frameworks to monitor workforce productivity, process efficiency, and operational quality.
• Leverage advanced analytics to identify trends, forecast demand, and inform strategic workforce and process decisions.
• Develop dashboards and reporting mechanisms that provide real-time visibility into operational performance and resource utilization.
• Conduct root cause analysis on process failures and implement corrective actions to prevent recurrence.

Team Development & Culture Building:

• Build high-performing teams through strategic hiring, skills assessment, and targeted development programs.
• Foster a culture of continuous improvement where team members are empowered to identify and implement process enhancements.
• Provide coaching and mentorship focused on process thinking, analytical problem-solving, and operational excellence.
• Provide direction, mentorship, and training to ensure the department meets performance goals.

Cross-Functional Collaboration:

• Act as a liaison between the Deal Operations department and other internal teams, such as Sales, Finance, Product Development, and Customer Success to ensure seamless communication and coordination.
• Collaborate with senior leadership to develop and implement department goals and ensure the smooth execution of high-priority initiatives.
• Address and resolve escalated issues related to transactions and commission payouts, working closely with both internal teams and external clients to maintain strong relationships.

Other Duties:

• Provide senior leadership with regular updates on department performance, challenges, and opportunities for improvement.
• Participate in strategic planning sessions and contribute to the company's long-term vision and success.
• Take on additional responsibilities as assigned by executive leadership to support organizational growth and innovation.

Qualifications & Experience:

Required:

• Minimum of 12 years of experience in operations management, with at least 7 years in a leadership role focused on process optimization, workforce planning, or transaction operations.
• Proven track record of successfully implementing process improvement initiatives and achieving measurable efficiency gains in high-volume transaction environments.
• Demonstrated experience in workforce planning, including capacity modeling, demand forecasting, and resource optimization.
• Expertise in process improvement methodologies (Lean, Six Sigma, Business Process Reengineering, or similar certification preferred).
• Advanced proficiency in data analysis tools (Excel, Google Sheets, cloud databases, vibe coding tools) and process management software.
• Demonstrated experience leveraging AI to optimize operational workflows
• Exceptional analytical skills with the ability to translate complex data into actionable workforce and process strategies.
• Experience with change management and leading organizational transformation initiatives.
• Strong project management capabilities with a track record of delivering complex initiatives on time and within scope.
• Proven ability to balance strategic thinking with hands-on execution in fast-paced, dynamic environments.

Nice to Have:

• Experience in the real estate industry, including knowledge of brokerage administration, industry-specific forms, and regulatory frameworks (TRESA, FINTRAC).
• Familiarity with pre-construction transactions and real estate commission structures.
• Background in regulated industries with complex compliance requirements.

A note on AI in our hiring process and at myAbode

We're an AI-native team, and we expect the same from the people we hire. You'll use AI as a daily working tool here - to think faster, automate the repetitive, and spend more of your time on the work that actually moves the business.

We also use AI in parts of our hiring process to help us source, screen, and stay organized. Final decisions are always made by humans. We encourage you to use AI thoughtfully when preparing for interviews or assignments - but we're hiring for your thinking, so be ready to show your work and explain your reasoning in conversation.