Service Director

POSITION SUMMARY 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. ESSENTIAL FUNCTIONS • 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 • Resolves resident concerns in a timely manner and maintains a high degree of customer service and competency level in all resident interactions, whether in person, over the phone, or email • Maintains extensive knowledge of vendors, vendor pricing, Service Technician skill levels and geography and traffic patterns across assigned market • Directs, manages, and mentors assigned service team members in all areas, including schedule optimization and tech efficiency • Coordinates 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. Reviews vendor pricing and has 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 • Supervises staff, sets goals, and holds people accountable for results and provides timely feedback • Ensure that all training requirements are completed on time • Ensures 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 • Required equipment - 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 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.