Service Delivery Manager (Bilingual Required - Eng/Span) - MultiPro Property Solutions

Compensation & Work Environment

• Pay Range: $70,500 - $75,000
• Bonus: 10% annual target bonus (paid quarterly)
• Schedule: Full-time
• Work Environment: Field-based role with daily onsite presence
• Travel: Required within assigned territory

What You’ll Do

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.
• Ensure contractors close work orders through the mobile app with required completion photos.
• Close out completed work orders to support timely contractor payment and accurate client billing.
• Coordinate follow-up repairs, touch-ups, and return visits as needed.
• Manage service issues and escalations, partnering with leadership when required.
• 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.
• Ensure incident reporting is completed accurately and on time.
• 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.

What We’re Looking For

• 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.

Benefits

• Health Benefits: Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts
• Financial Security: 401k with company match, life and disability insurance, AD&D, and business travel coverage
• Flexible Time Off: No preset accruals—manage your time and work-life balance your way, plus 10 company-paid holidays.
• Professional Development: Tuition reimbursement up to $5,250 per year and access to our online education center
• Additional Perks: Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs