Regional Service Manager

Prime Residential is a leading multifamily owner and operator headquartered in San Francisco, with a portfolio of more than 21,000 apartment homes across the West Coast. For over three decades, we've been committed to caring for communities where residents love to live—pairing well-maintained homes with exceptional service and sought-after locations. We maintain a richly diverse and inclusive culture where team members feel welcomed, valued, and set up to do their best work.

About the Role

Our Regional Service Manager leads the short- and long-term maintenance objectives of their portfolio of assets, supporting and indirectly supervising a unified team of Service Managers to ensure the physical condition and capital needs of the communities are achieved. As a Regional Service Manager, you set an example as the standard bearer of consistent servant leadership, mentor and teach team members, and champion safety with an intense focus on the customer experience. You ensure adherence to Prime Residential’s standards of excellence in cleanliness, appearance, safety, and overall functionality within our communities.

Responsibilities

• Personnel Management
  • Mentor and coach Service Managers to develop leadership, communication, technical knowledge of building and mechanical components, time management, and people management skills.
  • Partner with Service Managers to achieve efficient scheduling and completion of work orders, the “make-ready” process, and maintain the physical appearance of grounds, common areas, and amenities.
  • Identify performance gaps within the extended service team and communicate findings with the Service Manager and Community Director.
  • Assist in responding to and resolving escalated employee and resident issues.
  • Conduct regular meetings for continuing education, policy changes, and motivational touch bases.
  • Partner with Community Director and Service Manager in hiring and retaining exceptional service personnel.
• Operating Standards
  • Provide ad hoc support to communities within the assigned portfolio and conduct regular visits to check on and support service teams.
  • Huddle regularly with Service Managers, Community Directors, and/or Regional Managers to determine support needs, particularly for make-ready and service requests.
  • Partner with Regional Manager to monitor and audit service teams’ adherence to service operating standards and procedures.
  • Analyze service and capital replacement expenses for each assigned community.
  • Work with Regional Manager to prepare annual operating and capital budgets.
  • Negotiate and improve vendor pricing and maximize vended services from service contracts.
  • Maintain vigilance over physical property condition, correcting or reporting unsafe conditions and potential hazards (e.g., broken gates, steps, open holes, exterior lights).
  • Perform regular inspections of communities to measure quality and adherence to company standards regarding service success metrics, property condition, curb appeal, and vacant units.
  • Attend all required and recommended training, ensuring compliance with all training requirements in Prime’s internal learning management system.
  • Understand and adhere to all federal, state, and local laws pertaining to employment, Fair Housing, landlord/tenant laws, and company policies.
  • Physically inspect communities, pick up litter, enter work orders, and report risks or service needs to your direct line supervisor.
  • Perform any other tasks as deemed necessary by your direct line supervisor.
• Inventory and Budget Management
  • Ensure tools for new hires are ordered in a timely manner and available on or before their start date.
  • Use good judgment and Prime’s standards to counsel Service Managers on whether to repair or replace parts.
  • Maintain excellent condition of tools, maintenance shop, golf carts, and other inventory.
  • Regularly monitor and audit the adequacy of inventory for spare parts and maintenance materials.
  • Assist with scheduling and/or performing routine preventative maintenance on equipment.
  • Report all major repairs to the Community Director and Regional Service Manager prior to any expenditure of funds.
• Safety
  • Participate in on-site team safety meetings and provide relevant updates to staff.
  • Host portfolio-wide meetings to provide broader safety updates, answer questions, and provide “spot” training.
  • Monitor compliance with company safety meeting standards and ensure Safety Data Sheets (SDS) are available to staff.
  • Regularly audit maintenance shops and storage areas for proper work area conditions, equipment use, tools, and PPE per company policies.
  • Promote and model the use of appropriate protective equipment and safety devices.
  • Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and read property layout maps.
  • Know and adhere to all Federal, state, and local laws pertaining to employment, fair housing, landlord/tenant, and company policies.
• Customer Service and Inspections
  • Regularly walk apartment homes to ensure units are in acceptable and above-standard condition before, during, and after occupancy.
  • Respond knowledgeably to residents with professionalism and confidence.
  • Exercise positive customer service skills in communicating with associates, residents, and prospective residents.
  • Use optimal time management skills and adhere to a work schedule.
  • Present ideas for improving processes.
  • Conduct routine fire and life/safety inspections throughout the community, including monthly and annual unit-by-unit inspections.
• Capital Project Management
  • Lead and manage property improvement projects, including the bidding process, budget planning, and coordination with third-party vendors.
  • Onboard, build, and maintain vendor relationships.
  • Complete Capital Requisition Forms (CRF) and Capital Requisition Form Variances (CRFV) for approval of funds for specific capital project needs.
• General Administration and Facilities
  • Stay current with OSHA regulations and federal, state, and local safety laws to ensure organizational compliance.
  • Keep abreast of changes to laws and regulations impacting the organization.
  • Photograph and document noteworthy areas throughout the community routinely.
  • Report and track repairs or corrections needed throughout the property.
  • Communicate regularly with managers and other stakeholders.
  • Ensure Material Safety Data Sheets (MSDS) are current and accessible.
  • Lead and participate in safety inspections, walk-throughs, fire drills, and emergency response safety drills.
  • Participate in risk management sessions to mitigate property claims and hazards.
  • Manage and track multiple projects, including tower elevator operations, maintenance, alarms, and power doors.
  • Follow all safety standards, company policies, and ensure compliance with building and safety codes (OSHA, Fair Housing, local regulations).
  • Maintain confidentiality of company, employee, vendor, and resident information.
  • Support efforts to build and maintain a customer-focused culture of respect, responsiveness, and efficiency.
  • Embrace and build a team culture focusing on diversity, equity, inclusion, and belonging.
  • Present ideas to managers for improving safety and community operations.

Requirements

• High aptitude and technical proficiency with various building mechanical components, including fire and life safety systems related to residential property maintenance.
• Strong leadership skills with a hands-on and advisory disposition, capable of taking charge of situations.
• Exceptionally high standards for excellence and quality.
• Passion for driving maintenance standards and coaching/mentoring team members.
• Diligent, determined, and punctual professional seeking career growth at a best-in-class organization.
• Strong customer service orientation, essential for building relationships and supporting business goals.
• Ability to work independently and collaboratively in ambiguous or fast-changing environments.
• Self-starter requiring little direction, taking initiative to accomplish routine tasks and larger projects with quality workmanship.
• Knowledgeable of painting standards and best practices.
• Strong attention to aesthetic details and cleanliness.
• Expansive leadership and communication skills with a demonstrated ability to organize, motivate, lead, and coach/teach others.
• Expert understanding of property financials and an analytical, problem-solving approach treating each asset as a profit center.
• Strong business acumen with the ability to prioritize effectively.

Pay

$120,546 - $133,940 per year, plus eligibility for an annual discretionary bonus.

Schedule

Monday - Friday, 9:00 am - 5:00 pm.