JOB SUMMARY:

The Director, Intake and Triage provides operational leadership for the centralized intake and triage function supporting maintenance service operations across the portfolio. This role is responsible for overseeing a team that manages the intake, review, prioritization, and routing of resident service requests to ensure efficient and accurate work order handling.

The Director ensures service requests are appropriately evaluated, scheduled when possible, or reassigned to local market Service teams for further action when field intervention or additional review is required. This role drives consistency in intake processes, triage protocols, and service workflows to support timely service delivery and operational efficiency.

Through leadership of the centralized Intake and Triage team, the Manager monitors performance, identifies workflow improvement opportunities, and partners closely with market Service leaders and enterprise teams to improve responsiveness, reduce delays, and enhance the resident experience. Success in this role is measured through operational efficiency, service responsiveness, scheduling effectiveness, work order routing accuracy, and overall support of enterprise service performance goals.

ESSENTIAL FUNCTIONS:

• Oversee daily operations of the centralized Intake and Triage team responsible for reviewing and processing resident service requests.

• Ensure work orders are accurately evaluated, prioritized, and routed based on established service protocols and operational guidelines.

• Drive consistency in intake workflows and triage decision-making across the organization.

• Monitor intake volume trends and adjust team workflows to maintain service responsiveness and operational efficiency.

• Ensure service requests are scheduled directly when appropriate and within defined operational parameters.

• Oversee reassignment of work orders to local market Service teams when additional review, field coordination, or specialized support is required.

• Ensure work orders are routed accurately and efficiently to minimize delays and improve service execution.

• Partner with market leaders to address workflow gaps impacting scheduling effectiveness or work order resolution.

• Monitor team performance metrics including intake responsiveness, scheduling timelines, routing accuracy, and work order throughput.

• Identify operational bottlenecks and implement process improvements to improve efficiency and resident experience.

• Develop and maintain standardized triage procedures and escalation protocols.

• Support continuous improvement initiatives focused on workflow optimization and service delivery consistency.

• Lead, coach, and develop Intake and Triage team members to ensure strong performance and operational consistency.

• Establish clear performance expectations and provide regular feedback and development support.

• Ensure team members are trained on service processes, systems, and triage standards.

• Promote a customer-focused culture centered on responsiveness, accuracy, and accountability.

• Partner with market Service teams, coordination teams, and enterprise operations partners to ensure alignment on service workflows and priorities.

• Collaborate with operational leaders to resolve recurring intake or routing challenges.

• Provide feedback and operational insights to support broader service process improvements.

• Support enterprise initiatives aimed at improving service delivery and resident satisfaction.

• Provide regular reporting on intake volume, scheduling performance, routing trends, and operational effectiveness.

• Monitor KPIs related to response times, scheduling conversion rates, reassignment trends, and workflow efficiency.

• Ensure accountability to established service standards and operational performance expectations.

• Identify opportunities to improve resident experience through enhanced intake and triage operations.

QUALIFICATIONS:

• 7+ years of leadership experience in service operations, maintenance operations, customer support operations, or workflow coordination leadership.

• 10+ years of experience in service operations, maintenance operations, customer support operations, or workflow coordination leadership.

• Strong understanding of service workflows, work order management, scheduling processes, and operational triage practices.

• Proven ability to improve operational efficiency and implement process improvements.

• Strong analytical and organizational skills with the ability to manage multiple priorities.

• Excellent communication and leadership skills with the ability to collaborate across field and enterprise teams.

• Experience with service management systems, scheduling platforms, or work order systems preferred.

• Proficiency in standard business tools including Excel, Word, and Outlook.

• Ability to travel up to 20% to markets as needed

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.