The Senior Manager, Maintenance Operations leads the day-to-day performance of Del Mar's Maintenance Team. This individual owns the team's ability to solve issues the same day for guests and homeowners - creatively, resourcefully, and without over-relying on outside vendors. With a sharp focus on utilization, callbacks, quality control, and escalations, this role is the connective tissue between scheduling, quality control, team development, and field efficiency. You'll serve as the go-to technical expert, quality enforcer, and team motivator, delivering 5-star guest and owner experiences profitably.
This role splits time between in-office leadership (about 40%) and in-the-field quality control and problem-solving (about 60%).
Core ResponsibilitiesDrive the day-to-day execution, quality, and profitability of Del Mar's Maintenance Team; solving problems in the field and leading technicians to consistently deliver 5-star results.
Team Leadership & Culture- Be present and available in-office daily to support recruiting, coach technicians in real time, approve fieldwork, build the maintenance team schedule, approve weekly payroll hours, and model the standard for team culture.
- Build trust, momentum, and accountability across the Maintenance Team; set the tone, expectations, and morale for the group.
- Provide live troubleshooting support - answer calls and jump in to help technicians problem-solve from the field, preventing callbacks and avoidable escalations.
- Champion the use of AI tools (including Claude) as a resource for technicians, enabling them to self-serve home information and troubleshooting support while on-site.
- Support recruiting and onboarding for new technicians, ensuring alignment to Del Mar's 5-star standard from day one.
- Oversee fleet readiness - truck inventory, inspections, and permits - to keep every technician road-ready.
Field Quality Control & Problem Solving- Visit service requests, jobs, and projects in the field to solve problems same-day, inspect quality, validate completion, and confirm work meets homeowner standards.
- Deliver direct, real-time feedback to technicians based on field observations - reinforcing wins and correcting misses.
- Identify trends and repeat issues and translate them into team retraining or process improvements.
- Inspect vendor-completed jobs and projects prior to invoicing (particularly high-value work or unfamiliar vendors) to confirm they meet Del Mar's standards.
Technology & Systems Oversight- Serve as the team's technology lead, owning adoption and use of tools including Zuper, GPS/routing software, remote lock systems, StayFi, and AI tools.
- Drive performance improvements with a goal of reducing callbacks by 50%.
- Review technician performance and schedules, training operations admins on matching the right technician to the right job.
- Partner with warehouse and purchasing leads to ensure every technician has the parts, tools, and information needed for a successful first visit, every time.
Workflow & Billing Oversight- Review and approve all AI-flagged or escalated maintenance jobs daily, prioritizing billable work first.
- Ensure accuracy of scope, labor, and parts documentation before jobs are handed off to billing.
- Enforce consistent warehouse and inventory procedures across the technician team.
Qualifications- 3-5 years experience leading a maintenance, facilities, or field service team; residential, hospitality, or property management settings preferred
- Strong hands-on technical background; ability to train, coach, and evaluate technician work quality
- Track record of improving technician utilization through better scheduling, training, and systems
- Comfortable owning KPIs and communicating performance trends to leadership
- Experience with field service or maintenance management software (e.g., Zuper or similar platforms)
- Experience using AI tools (e.g., Claude) to improve personal work output, and ability to teach, train, and lead technicians in doing the same.
- A calm, solutions-first leadership style; strong communicator who can move fluidly between the field and the office, and between technicians and executive leadership
Benefits- 2 weeks of vacation time
- 1 week of sick time
- Partially subsidized health insurance
- HSA (health savings account)
- 401k with up to 4% match
- Professional development opportunities
- Yearly bonus program (and other rewards and recognition both big and small)
Salary Range: $75,000-$100,000 + bonus
Schedule: Full-time, Varying schedule (including weekends)
