Property Operations Director for US Real Estate Firm (Remote)
Gibor Group · Remote
Overview
Gibor Group, a US real estate and co-living company, is hiring a remote Property Operations Director to lead its ticket management and operational support department. You will manage a team, oversee SLAs and KPIs, and drive process improvements in a fast-paced, customer-focused environment. This senior leadership role is ideal for someone with strong operations and people management experience who wants to make a real impact from anywhere in South Africa.
About the role
Gibor Group is looking for an experienced Property Operations Director to take full ownership of its ticket management and operational support department. You will lead a team that handles resident requests, maintenance issues and operational enquiries for a US-based real estate and co-living client. This is a senior leadership role where you will design efficient workflows, monitor performance against SLAs, and continuously improve processes to support the company's growth.
You will work remotely and collaborate closely with a US-based leadership team, property managers, maintenance providers and other stakeholders. The ideal candidate is data-driven, comfortable with ticketing systems and CRM platforms, and able to build scalable processes in a fast-paced, customer-focused environment.
Application Notes: The listing does not provide specific application instructions. Please apply via the PNet job portal or follow the prompts on the job page. Ensure your CV clearly highlights your experience in operations management, team leadership and ticket or case management.Requirements
- Proven experience in operations management, service delivery, ticket management or a related leadership role
- Demonstrated experience managing a team or department, including performance management and staff development
- Experience overseeing high-volume ticketing, case management or service-request workflows
- Strong understanding of SLAs, KPIs, escalation management and operational reporting
- Proven ability to develop processes, implement improvements and drive accountability
- Excellent communication, problem-solving and stakeholder-management skills
- Strong analytical abilities and confidence working with operational data
- Proficiency in ticketing systems, CRM platforms and reporting tools
- Ability to work independently and collaborate effectively with a US-based leadership team
- Advantageous: experience in real estate, property management, co-living, hospitality or facilities management, particularly within a US-based operation
Responsibilities
- Take full ownership of the ticket management department, overseeing daily operations, team performance and service delivery
- Lead, develop and motivate the team, establishing clear responsibilities, performance expectations and accountability
- Oversee the end-to-end lifecycle of operational tickets, ensuring requests are prioritised, assigned, tracked and resolved within agreed SLAs
- Monitor ticket volumes, response times, resolution rates, backlogs and customer satisfaction, using data to identify trends and improvement opportunities
- Develop and implement standard operating procedures, workflows and escalation processes to improve efficiency, consistency and service quality
- Collaborate with internal teams, property managers, maintenance providers and other stakeholders to resolve complex operational issues
- Take ownership of high-priority or recurring issues, ensuring timely resolution and effective communication
- Prepare regular departmental performance reports, identify operational risks and present recommendations to senior leadership
- Optimise the use of ticketing platforms and operational systems, ensuring accurate data, effective tracking and appropriate reporting
- Identify opportunities to scale the department, improve productivity and support the company's continued growth
Job details
- Organisation
- Gibor Group
- Job type
- Full time
- Work arrangement
- Remote
- Experience level
- Senior
- Category
- Real Estate & Property
- Application Method
- Apply online
Success Guide
This is a fully remote senior role, so your application needs to show that you can lead a team and manage operations without being in the same room. Highlight any experience you have with ticketing systems, SLAs and remote collaboration. Since the client is US-based, mention if you have worked across time zones or with international stakeholders. In your CV, focus on concrete results: how you reduced backlogs, improved resolution times or scaled a team. For the interview, be ready to talk about how you handle escalations and use data to make decisions. This is a great opportunity to work with an international company from South Africa, so show your adaptability and communication skills.
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