Operations Manager of MaintenanceThe Operations Manager of Maintenance is the operational leader responsible for overseeing Pacaso's Internal Maintenance business unit across assigned markets. This role owns maintenance triage, workforce execution, dispatch operations, scope standards, and the financial performance of internal maintenance as a billable service line.
They ensure maintenance work orders are prioritized correctly, completed efficiently, and escalated seamlessly to Asset Management when external vendors are required.
Key ResponsibilitiesMaintenance Strategy & Operations Leadership
- Lead the internal maintenance function as a scalable, revenue-supporting business unit
- Own maintenance service standards, response times, and quality control across markets
- Ensure homes remain safe, functional, and guest-ready year-round
Work Order Triage & Dispatch Oversight
- Review and triage all incoming maintenance work orders
- Determine whether issues can be completed internally or require vendor escalation
- Assign priority levels (emergency, urgent, routine)
- Ensure rapid response protocols for critical incidents (leaks, floods, fire)
Team Leadership & Performance
- Manage Maintenance Managers and Coordinators across markets
- Build hiring plans, training programs, and coverage models
- Establish KPIs for completion times, repeat work, and satisfaction outcomes
Financial & Billing Accountability
- Ensure internal maintenance work is accurately billed back to properties
- Track maintenance cost efficiency vs. third-party vendor alternatives
- Own reporting for maintenance service line performance
Cross-Functional Partnership
- Partner closely with Asset Management on vendor transitions and complex projects
- Support Owner Experience escalations related to maintenance disruptions
- Drive alignment between maintenance execution and home readiness priorities
Qualifications
- 8-12+ years in residential maintenance operations, property services, or facilities leadership
- Experience managing multi-market maintenance teams
- Strong triage judgment and emergency response experience
- Financial acumen related to service billing, labor utilization, and cost control
Why You'll Love Working HereWe invest in our Crew the way we invest in our homes - thoughtfully, generously, and with care.
- Competitive base salary and meaningful equity - every Crew member shares in what we're building
- Discretionary time off - take the rest you need, when you need it
- Premium medical, dental, and vision coverage for you and your family
- Sponsored memberships to One Medical, Peloton, and WellHub for whole-person, modern healthcare
- 401(k) to help you build long-term security
- Paid parental leave for primary and secondary caregivers
- Home office stipend and a monthly internet and cell phone reimbursement to set you up for great remote work
- Quarterly team gatherings and ongoing learning and development investment
