Service Director

Your career has a home here. Ready to make an impact with a dynamic, forward-thinking company? As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®. Why join Progress? As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful. Want to learn more? Text “ProgressJobs” to 25000 to chat with Kate, our AI Recruiting Assistant. She can help you explore open roles, apply, and answer your questions in real time. Position Summary The Service Director provides leadership and daily management of service work orders within assigned area(s) of single-family rental homes. They lead a service team responsible for vacant and occupied work orders, providing outstanding customer service to residents. This position is accountable for favorable P&L results and the key performance indicators driving those results, including resident satisfaction, self-performance metrics, cycle times, and adherence to budget. The Service Director oversees process implementation in addition to coaching, teaching and training the service team. Essential Functions Manage daily service operations, ensuring service quality, lowest point of resolution, compliance, and customer satisfaction across all propertiesOversee work order execution for both Service Technicians and vendorsManage market-level maintenance financial performance, monitoring expenses, and KPIs to achieve budget and profitability targetsWork closely with central operations to ensure corporate goals and initiatives are met and executedLead and develop local teams, driving engagement, accountability, and alignment with company standards and operational goalsAssist markets with identifying vendor needs, management and cost control measures/initiativesParticipate and lead in a culture of accountability predicated on collaboration and empowermentAssist the region with driving resident satisfaction and retention efforts, while driving optimal survey responses, via Google, move-in and service requestsManage Service to provide outstanding customer service, timely completion, and work order follow-up on both occupied and vacant home issuesResolves resident concerns in a timely manner and maintains a high degree of customer service and competency level in all resident interactions, whether in person, over the phone, or emailMaintains extensive knowledge of vendors, vendor pricing, Service Technician skill levels and geography and traffic patterns across assigned marketDirects, manages, and mentors assigned service team members in all areas, including schedule optimization and tech efficiencyCoordinates assigned purchasing functions for the department following established policies and proceduresMonitor and manage response times, resident satisfaction, and the overall productivity and efficiency within their portfolioReview workload and approve use of third-party vendors as appropriate. Reviews vendor pricing and has elevated approval authority for invoices for completed workDiagnose and perform repairs as scheduled and workload permitsComply with the Company’s national procurement policy and programOversee fleet compliance and manage effective scheduling to promote efficienciesOversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targetsCommunicate effectively with all team membersComply with all Company applicable health and safety rules and regulations, as well as ensure all properties are compliant with local, state and federal health and safety lawsCoordinate activities to maximize the efficiency of all processesUnderstand and possess the ability to train team on fiduciary duty. Ensures team in assigned market makes decisions based on the best interests of the business.Human Resource ManagementRecruit, hire, and train qualified, dynamic, high performance service managers and frontline team membersSupervises staff, sets goals, and holds people accountable for results and provides timely feedbackEnsure that all training requirements are completed on timeEnsures that employees all have goals and receive regular feedback on their performancePerformance management of personnel including, performance reviews, corrective action, mentoring, development plans and performance improvement plansEnsure that the policies, procedures, and safety guidelines are followedCarry out other duties as assigned that are in the best interests of the company Qualifications High School diploma required; Bachelor’s degree preferred10 or more years of experience managing operations or maintenance in Single-family, multi-family, commercial, or military housingExperience in managing multiple staff members over a geographic regionValid Driver's License requiredAbility to work flexible hours which may include some weekends and eveningsAbility to Travel (up to 25%)Available for on-call serviceAbility to review and understand cost estimates and scopes of workExtensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation Systems as they relate to residential homesRequired equipment - Employee must have their own basic tools required to perform ongoing service in residential environment (Some tools provided)Strong customer service skills, must be able to put customers at easeStrong skills with MS office products including ExcelSalesforce and/or Yardi experience strongly preferredProven record of working independently and with minor supervisionBilingual a plusAbility to work in a fast-paced environment Physical Demands Standing, walking, and/or sitting for extended periods of timeModerate climbing, reaching, and use of fingersModerate stooping, kneeling, crawling, pushing, pulling, lifting, talking, and hearingSustains substantially recurring movement to fingers, hands, wrists, legs, and feetAbility to judge distances and spatial relationshipsAbility to identify and distinguish colorAbility to distinguish the differences or similarities in odorsAbility to lift and/or move 50 pounds or moreAbility to use standard maintenance equipment What You Can Expect From Us Competitive Compensation - Including performance-based bonuses that reward your contributions. Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday. Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth. A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work. This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need. Employment with Progress Residential is conditional on a satisfactory background and drug screen. Progress Residential is a proud Equal Opportunity employer, m/f/d/v. Privacy Policy