Senior Manager, Maintenance Operations

Core Responsibilities

• Drive the day-to-day execution, quality, and profitability of Del Mar's Maintenance Team; solving problems in the field and leading technicians to consistently deliver 5-star results.
• Team Leadership & Culture - Be present and available in-office daily to support recruiting, coach technicians in real time, approve fieldwork, build the maintenance team schedule, approve weekly payroll hours, and model the standard for team culture.
• Live Troubleshooting Support - Provide live troubleshooting support, answering calls and jumping in to help technicians problem-solve from the field, preventing callbacks and avoiding escalations.
• Champion AI Tools - Champion the use of AI tools (including Claude) as a resource for technicians, enabling them to self-serve home information and troubleshooting support while on-site.
• Recruiting & Onboarding - Oversee recruiting and onboarding for new technicians, ensuring alignment to Del Mar's 5-star standard from day one.
• Fleet Readiness - Oversee fleet readiness, including truck inventory, inspections, and permits, to keep every technician road-ready.
• Field Quality Control & Problem Solving - Visit service requests, jobs, and projects in the field to solve problems same-day, inspect quality, validate completion, and confirm work meets homeowner standards.
• Deliver Feedback - Deliver direct, real-time feedback to technicians based on field observations, reinforcing wins and correcting misses.
• Identify Trends - Identify trends and repeat issues and translate them into team retraining or process improvements.
• Vendor Inspections - Inspect vendor-completed jobs and projects prior to invoicing to confirm they meet Del Mar's standards.

Technology & Systems Oversight

• Serve as the team's technology lead, owning adoption and use of tools including Zuper, GPS/routing software, remote lock systems, StayFi, and AI tools.
• Drive performance improvements with a goal of reducing callbacks by 50%.
• Review technician performance and schedules, training operations admins on matching the right technician to the right job.
• Partner with warehouse and purchasing leads to ensure every technician has the parts, tools, and information needed for a successful first visit, every time.

Workflow & Billing Oversight

• Review and approve all AI-flagged or escalated maintenance jobs daily, prioritizing billable work first.
• Ensure accuracy of scope, labor, and parts documentation before jobs are handed off to billing.
• Enforce consistent warehouse and inventory procedures across the technician team.

Qualifications

• 3-5 years experience leading a maintenance, facilities, or field service team; residential, hospitality, or property management settings preferred.
• Strong hands-on technical background; ability to train, coach, and evaluate technician work quality.
• Track record of improving technician utilization through better scheduling, training, and systems.
• Comfortable owning KPIs and communicating performance trends to leadership.
• Experience with field service or maintenance management software (e.g., Zuper or similar platforms).
• Experience using AI tools (e.g., Claude) to improve personal work output, and ability to teach, train, and lead technicians in doing the same.
• A calm, solutions-first leadership style; strong communicator who can move fluidly between the field and the office, and between technicians and executive leadership.

Benefits

• 2 weeks of vacation time
• 1 week of sick time
• Partially subsidized health insurance
• HSA (health savings account)
• 401k with up to 4% match
• Professional development opportunities
• Yearly bonus program (and other rewards and recognition both big and small)

Schedule

• Full-time
• Varying schedule (including weekends)

Why Join the Del Mar Vacations Team

• Del Mar Vacations is a Veteran-owned and operated, full-service vacation rental company on Cape Cod.
• We specialize in providing 5-star experiences to our guests, homeowners, and each other.
• We are a hospitality and service first culture, where our team and their talents are the key to our success.
• We are surrounded by passionate, smart, and engaged people who are focused on superior problem solving and outstanding customer service.
• We offer benefits such as 2 weeks of vacation time, 1 week of sick time, partially subsidized health insurance, HSA (health savings account), 401k with up to 4% match, professional development opportunities, yearly bonus program, and more.
• We are committed to creating a collaborative team and do not discriminate based off race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, amnesty, status as a covered veteran, military service, or any other class protected by applicable federal, state, and local law.

Pay

Salary Range: $75,000-$100,000 + bonus