Service (Maintenance) 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®.

About the role

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.

Responsibilities

• Manage daily service operations, ensuring service quality, lowest point of resolution, compliance, and customer satisfaction across all properties
• Oversee work order execution for both Service Technicians and vendors
• Manage market-level maintenance financial performance, monitoring expenses, and KPIs to achieve budget and profitability targets
• Work closely with central operations to ensure corporate goals and initiatives are met and executed
• Lead and develop local teams, driving engagement, accountability, and alignment with company standards and operational goals
• Assist markets with identifying vendor needs, management, and cost control measures/initiatives
• Participate and lead in a culture of accountability predicated on collaboration and empowerment
• Assist the region with driving resident satisfaction and retention efforts, while driving optimal survey responses via Google, move-in, and service requests
• Manage Service to provide outstanding customer service, timely completion, and work order follow-up on both occupied and vacant home issues
• Resolve resident concerns in a timely manner and maintain a high degree of customer service and competency level in all resident interactions, whether in person, over the phone, or email
• Maintain extensive knowledge of vendors, vendor pricing, Service Technician skill levels, and geography and traffic patterns across assigned market
• Direct, manage, and mentor assigned service team members in all areas, including schedule optimization and tech efficiency
• Coordinate assigned purchasing functions for the department following established policies and procedures
• Monitor and manage response times, resident satisfaction, and the overall productivity and efficiency within their portfolio
• Review workload and approve use of third-party vendors as appropriate; review vendor pricing and have elevated approval authority for invoices for completed work
• Diagnose and perform repairs as scheduled and workload permits
• Comply with the Company’s national procurement policy and program
• Oversee fleet compliance and manage effective scheduling to promote efficiencies
• Oversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targets
• Communicate effectively with all team members
• Comply 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 laws
• Coordinate activities to maximize the efficiency of all processes
• Understand 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 Management

• Recruit, hire, and train qualified, dynamic, high-performance service managers and frontline team members
• Supervise staff, set goals, and hold people accountable for results and provide timely feedback
• Ensure that all training requirements are completed on time
• Ensure that employees all have goals and receive regular feedback on their performance
• Performance management of personnel including performance reviews, corrective action, mentoring, development plans, and performance improvement plans
• Ensure that the policies, procedures, and safety guidelines are followed
• Carry out other duties as assigned that are in the best interests of the company

Qualifications

• High School diploma required; Bachelor’s degree preferred
• 10 or more years of experience managing operations or maintenance in Single-family, multi-family, commercial, or military housing
• Experience in managing multiple staff members over a geographic region
• Valid Driver's License required
• Ability to work flexible hours which may include some weekends and evenings
• Ability to travel (up to 25%)
• Available for on-call service
• Ability to review and understand cost estimates and scopes of work
• Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping, and Irrigation Systems as they relate to residential homes
• 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 ease
• Strong skills with MS Office products including Excel
• Salesforce and/or Yardi experience strongly preferred
• Proven record of working independently and with minor supervision
• Bilingual a plus
• Ability to work in a fast-paced environment

Physical Demands

• Standing, walking, and/or sitting for extended periods of time
• Moderate climbing, reaching, and use of fingers
• Moderate stooping, kneeling, crawling, pushing, pulling, lifting, talking, and hearing
• Sustains substantially recurring movement to fingers, hands, wrists, legs, and feet
• Ability to judge distances and spatial relationships
• Ability to identify and distinguish color
• Ability to distinguish the differences or similarities in odors
• Ability to lift and/or move 50 pounds or more
• Ability to use standard maintenance equipment

Benefits

• 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: 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: collaboration, recognition, and fun while doing important work