KEY RESPONSIBILITIES

Enterprise Strategy & Scaling

• Define and evolve the enterprise Repairs & Maintenance strategy to support rapid store growth, fleet aging, and operational complexity
• Build a scalable operating model (people, process, vendor network, systems) that can support future expansion
• Standardize R&M across all stores, ensuring consistent service levels, response times, and quality
• Identify and implement process improvements and technology solutions to modernize work order management, reporting, and field communication

Operational Excellence & Execution

• Oversee end-to-end work order lifecycle, ensuring timely, cost-effective, and high-quality completion
• Establish and enforce SOPs and service standards across all maintenance categories (HVAC, electrical, plumbing, etc.)
• Drive preventative maintenance programs to reduce reactive spend and improve equipment life cycle
• Ensure consistent field communication and issue resolution, partnering closely with Regional Directors and District Managers

Financial Management & Cost Optimization

• Own and manage the R&M budget, including expense forecasting, accruals, and variance management
• Identify opportunities to reduce costs, improve contracts, and optimize vendor performance
• Develop multi-year capital and replacement strategies (HVAC, roof, vertical transport, etc.)
• Drive analytics on maintenance spend, identifying trends, root causes, and improvement opportunities

4. Vendor Strategy & Performance Management

• Establish and lead a national vendor strategy, including selection, negotiation, and performance management
• Set and enforce vendor SLAs, KPIs, and accountability mechanisms
• Continuously evaluate vendor network effectiveness, driving improvements in cost, speed, and quality
• Partner with Procurement to ensure strong commercial terms and scalability

Programs & Infrastructure Management

• Lead enterprise programs such as:
  • Preventative HVAC maintenance and replacement
  • Waste removal and utility optimization
  • Vertical transportation and mechanical systems maintenance
• Ensure all programs are standardized, measurable, and scalable
• Align maintenance programs with broader construction, remodel, and new store initiatives

Cross-Functional Leadership

• Serve as the primary R&M partner to Store Operations, Real Estate, Construction, and Finance
• Translate operational challenges into actionable solutions and process improvements
• Ensure alignment between store execution needs and enterprise priorities
• Influence decisions across functions to improve store conditions and operational efficiency

Team Leadership & Capability Building

• Lead and develop a high-performing team through the Repairs & Maintenance Manager
• Build capability in technical expertise, vendor management, and data-driven decision-making
• Establish clear roles, accountability, and career pathing within the function
• Foster a culture of ownership, urgency, and service orientation

QUALIFICATIONS

• 10+ years of experience in facilities management, retail maintenance, construction, or related field
• Experience leading R&M or facilities functions for large-scale, multi-location retail environments (1,500+ stores)
• Proven ability to operate at both strategic and operational levels, translating enterprise goals into execution
• Strong financial acumen, including budget ownership and cost optimization
• Experience managing vendor networks at scale
• Demonstrated success leading teams and building organizational capability

Preferred:

• Bachelor’s degree in facilities management, business, or related field
• Experience in high-growth or transformation environments
• Familiarity with maintenance systems and retail infrastructure

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