Bilingual Service Delivery Manager
Daily Service Delivery & Site Management
Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities.
Ensure work is completed on time, meets quality standards, and aligns with client expectations.
Build and manage daily schedules using the designated work order management system.
Source, select, and dispatch qualified independent contractors to meet service demand.
Conduct daily site visits to confirm job status, quality, and compliance.
Maintain consistent communication with clients and contractors regarding job details and progress.
Achieve key service delivery KPIs such as go-back rates, work order turnaround, contractor app usage, and client retention.
Safety & Quality Assurance
Enforce safety standards and protocols across all job sites.
Identify and address unsafe conditions; escalate unresolved safety concerns promptly.
Monitor performance metrics and implement corrective actions to maintain service quality.
Recommend process improvements that enhance efficiency, consistency, and customer satisfaction.
Independent Contractor Management
Proactively recruit, evaluate, and onboard qualified independent contractors.
Clearly communicate client requirements, job scope, and performance expectations.
Anticipate contractor capacity needs and address shortages before they impact service.
Support contractor onboarding and compliance processes as needed.
Client & Property Relationships
Support new community launches by conducting property walks with Maintenance Directors and Client Success Managers.
Align on job scope, service standards, pricing, and change order processes.
Serve as the primary point of contact for service-related questions and escalations.
Build strong, trust-based relationships with onsite property teams.
Educate clients and property staff on MultiPro service offerings to drive adoption and satisfaction.
Team Support & Collaboration
Provide guidance and support to less experienced Service Delivery Managers.
Partner with Client Success Managers to resolve daily operational challenges.
Collaborate with internal teams including Finance, HR, Marketing, Operations, and IT to support branch goals.
Continuous Improvement & General Responsibilities
Communicate escalated risks or service concerns to leadership in a timely manner.
Identify opportunities to improve service delivery and operational processes.
Take on additional responsibilities as needed, demonstrating flexibility and ownership.
Qualifications
Service Operations Experience: 5+ years managing services in a high-volume, transactional service environment.
Field Leadership: Proven experience directing independent contractors and managing onsite service delivery.
Language Skills: Bilingual (English/Spanish) required.
Customer-Focused: Strong commitment to service excellence and client satisfaction.
Organized & Analytical: Able to manage multiple priorities, analyze issues, and implement solutions.
Relationship Builder: Comfortable working directly with onsite decision-makers and field partners.
Problem-Solver: Calm under pressure and adaptable to changing priorities.
Tech-Savvy: Experience with CRM and work order management platforms; Salesforce preferred.
Subcontractor Recruiting: Experience sourcing and onboarding service contractors.
Education: High school diploma or GED required; associate degree or higher preferred.
Physical & Job Requirements
Ability to travel within the assigned territory using a personal vehicle.
Ability to walk properties, including stairs and large outdoor areas.
Comfortable working outdoors in varying weather conditions.
Valid driver’s license.
Flexibility to work irregular hours based on business needs.
Pay & Benefits
Pay Range: $70,500 - $75,000
Bonus: 10% annual target bonus (paid quarterly)
Company vehicle provided
Schedule: Full-time
Work Environment: Field-based role with daily onsite presence
Travel: Required within assigned territory (Hayward, Oakland, Concord, Walnut Creek, etc.)