Director, Deal Processing Operations

About MyAbodemyAbode is on a mission to make real estate agents' lives 10x better. We're the team behind Property.ca, Condos.ca, and Right at Home Realty — Canada's largest independent brokerage — and we're building the tools and back-office that help agents win in an increasingly competitive, AI-driven market.We move like a startup: small team, big ownership, fast decisions, and a real bias toward leveraging AI to multiply our impact.OverviewThe Director of Deal Processing Operations leads the team responsible for moving every deal through its full lifecycle, from acceptance to commission payout, quickly, accurately, and with the kind of service our realtors count on. The mandate is to take the team we have today and turn it into a high-performing one — through strong people leadership and the smart use of tech and AI. You'll manage a large team of deal admins through four team leads, set the bar for performance and service quality, and build the day-to-day operating rhythm that keeps a high-volume transaction engine running. At the same time, you'll partner with Business Operations to refine workflows, drive change adoption, and bring in the tools (including AI) that genuinely help the team move faster and serve better. The right person is energized by finding and holding that balance — getting the best out of people and the best out of the systems they work in.Key ResponsibilitiesTeam Leadership & DevelopmentTake the deal operations team from where it is today to high-performing, using whatever levers the situation calls for: coaching, restructuring, raising the bar on talent, redesigning workflows, introducing new tools, or rethinking how the work gets done.Lead and develop a large deal operations team through a set of team leads, setting clear expectations, coaching the leads to be strong people managers in their own right, and building bench strength across the function.Own team performance end to end, from individual goal-setting and feedback loops to recognition, performance management, and career development.Foster a culture where the team takes pride in service quality, owns their outcomes, and supports each other through high-volume periods, and where everyone, not just leadership, is empowered to spot friction and suggest better ways of working.Coach team leads and team members on process thinking, analytical problem-solving, and operational excellence, so improvement becomes part of how the team operates, not a side project.Partner with People & Culture on hiring, onboarding, and development plans that keep the team strong as volume grows.Run the team's operating rhythm: 1:1s, team meetings, performance reviews, and the day-to-day cadence that keeps everyone aligned and moving.Service Delivery & Performance ManagementSet the standard for service excellence across the team, holding the bar on speed and accuracy so realtors get fast, reliable support on every deal.See around corners. Anticipate issues before they become problems, and get ahead of them with the team and with leadership.Set and track the KPIs that matter: turnaround time, accuracy, realtor satisfaction, and team productivity.Manage capacity and scheduling so the team can absorb seasonal swings and volume spikes without service slipping.Step in on escalations, both realtor-facing and internal, and use them as learning moments for the team.Keep senior leadership in the loop with proactive, clear-eyed updates on team performance, surfacing what's working, what's not, and what's needed before they have to ask.Process Improvement & AI AdoptionPartner with Business Operations to identify transformation opportunities and drive them through to implementation within the deal operations team.Partner with team leads to continuously refine workflows from deal acceptance through commission payout, removing friction and reducing manual effort where it makes sense.Identify opportunities to bring AI and automation into the team's day-to-day, not for its own sake, but where it genuinely helps the team work faster or better.Partner closely with the Compliance Manager to make sure processes hold up to regulatory requirements (TRESA, FINTRAC) and that any workflow changes get a compliance lens before they go live.Support change management efforts, helping the team understand the why behind changes, building buy-in, and making sure new processes and tools actually land and stick.Maintain SOPs that keep the team consistent and compliant, and update them as processes evolve.Cross-Functional CollaborationPartner with Sales, Finance, Product, Business Operations, and brokerage leadership to keep deal operations connected to the broader business.Represent the team's voice in cross-functional conversations, flagging blockers, surfacing opportunities, and making sure operational realities show up in planning.Work closely with Finance on commission payouts, with Product on the tools the team relies on every day, and with Business Operations on transformation work that touches the team.RequiredQualifications & Experience8+ years in operations leadership, ideally in a call centre or similar high-volume, service-driven environment where speed and accuracy on every interaction matter.4+ years leading teams, ideally including managing through team leads or other managers.Proven track record building, coaching, and developing high-performing teams in a service-oriented function. Comfortable managing through team leads and developing them as people managers in their own right.Demonstrated change management chops — has rolled out and embedded major changes (new processes, tools, ways of working, org changes) inside a team quickly and efficiently, and can point to specific examples where adoption actually stuck.Deep commitment to service excellence and the operational discipline to deliver it consistently at high volume.Solid grounding in process improvement, with genuine curiosity about how AI tools can make teams more effective.Experience supporting change management, helping teams adopt new processes, tools, and ways of working without losing momentum.Strong with data: Excel and Sheets at minimum, comfortable building and reading dashboards, able to spot trends and translate them into team action.Track record working across functions (Finance, Product, Sales) and managing escalations with grace.Nice To HaveReal estate brokerage experience, including knowledge of TRESA, FINTRAC, commission structures, and pre-construction deals.Experience scaling a team through periods of growth or volume change.A note on AI in our hiring process and at myAbodeWe'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.