Regional Service Director

Key Responsibilities

• Operational Leadership
• Provide regional oversight for all service and maintenance operations across assigned portfolio
• Lead, coach, and develop Senior Service Directors, Service Directors, and Service Managers
• Establish clear performance expectations, accountability, and follow-through
• Conduct regular site visits, audits, and operational reviews
• Support new acquisitions, lease-ups, and transitions as needed
• Provide support and operational leadership across other regions and markets as business needs dictate, including temporary coverage during vacancies, acquisitions, transitions, special projects, and emergency situations
• Partner with Operations leadership to ensure consistent execution of company standards across all assigned communities
• Maintenance & Service Excellence
• Ensure consistent execution of preventive maintenance programs
• Oversee service request management, turn times, and quality control
• Drive standardization of processes, tools, and reporting across communities
• Address chronic maintenance issues and implement long-term solutions
• Promote a culture of safety, compliance, and professionalism
• Ensure communities maintain readiness for internal inspections, client inspections, HUD/NSPIRE inspections, lender inspections, and other regulatory reviews
• Financial & Capital Oversight
• Partner with Asset Management on annual budgets, forecasts, and variance reviews
• Oversee execution of capital projects and value-add initiatives within scope
• Assist with bid reviews, scope development, and vendor selection
• Maintain maintenance spend, contracts, and service agreements
• Identify opportunities for cost savings and operational efficiencies
• Support due diligence efforts, capital planning, and property condition assessments as needed
• People Development & Training
• Develop succession plans for key service roles
• Support onboarding and training of new Service Directors and team members
• Lead regional training initiatives and best-practice sharing
• Partner with HR on recruiting, performance management, and corrective action
• Champion leadership development and career progression within service teams
• Conduct routine performance reviews, coaching sessions, and development planning for direct reports
• Vendor & Partner Management
• Manage regional vendor relationships and performance
• Ensure contract compliance, insurance requirements, and service standards
• Support negotiation of pricing, scopes, and regional agreements
• Resolve vendor issues and escalate as needed
• Collaborate with vendors to improve service delivery, responsiveness, and cost efficiency
• Risk Management & Compliance
• Ensure compliance with OSHA, Fair Housing, local codes, HUD requirements, and company policies
• Oversee inspections, life-safety systems, and regulatory requirements
• Reduce operational risk through proactive planning and documentation
• Support insurance, warranty, and claim-related matters
• Aid communities with preparation, execution, and corrective action plans related to HUD/NSPIRE, REAC, and other regulatory inspections
• Ensure proper documentation and follow-up of compliance-related deficiencies and corrective actions

Qualifications

• 7+ years of multifamily maintenance or service leadership experience
• 3+ years in a multi-site or regional leadership role
• Strong knowledge of building systems (HVAC, plumbing, electrical, life safety)
• Proven ability to lead, coach, and develop high-performing teams
• Experience managing budgets, capital projects, and vendors
• Strong communication, organization, and decision-making skills
• Strong understanding of multifamily compliance, life-safety requirements, regulatory inspections, and risk management practices
• Experience preparing communities for and participating in HUD, NSPIRE, REAC, and other regulatory inspections
• Demonstrated ability to develop and execute corrective action plans related to HUD/NSPIRE deficiencies and compliance requirements
• Experience with maintenance and property management software platforms
• Ability to travel regularly within assigned region
• Ability to travel outside of assigned region and provide temporary support to other markets as business needs require
• Valid driver's license and ability to operate a motor vehicle