Responsibilities
- Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities
- Ensure work is completed on time, meets quality standards, and aligns with client expectations
- Build and manage daily schedules using the designated work order management system
- Source, select, and dispatch qualified independent contractors to meet service demand
- Conduct daily site visits to confirm job status, quality, and compliance
- Maintain consistent communication with clients and contractors regarding job details and progress
- Ensure contractors close work orders through the mobile app with required completion photos
- Close out completed work orders to support timely contractor payment and accurate client billing
- Coordinate follow-up repairs, touch-ups, and return visits as needed
- Manage service issues and escalations, partnering with leadership when required
- Achieve key service delivery KPIs such as go-back rates, work order turnaround, contractor app usage, and client retention
- Enforce safety standards and protocols across all job sites
- Identify and address unsafe conditions; expand unresolved safety concerns promptly
- Ensure incident reporting is completed accurately and on time
- Monitor performance metrics and implement corrective actions to maintain service quality
- Recommend process improvements that enhance efficiency, consistency, and customer satisfaction
- Proactively recruit, evaluate, and onboard qualified independent contractors
- Clearly communicate client requirements, job scope, and performance expectations
- Anticipate contractor capacity needs and address shortages before they impact service
- Support contractor onboarding and compliance processes as needed
- Support new community launches by conducting property walks with Maintenance Directors and Client Success Managers
- Align on job scope, service standards, pricing, and change order processes
- Serve as the primary point of contact for service-related questions and escalations
- Build strong, trust-based relationships with onsite property teams
- Educate clients and property staff on MultiPro service offerings to drive adoption and satisfaction
- Provide guidance and support to less experienced Service Delivery Managers
- Partner with Client Success Managers to resolve daily operational challenges
- Collaborate with internal teams including Finance, HR, Marketing, Operations, and IT to support branch goals
- Communicate escalated risks or service concerns to leadership in a timely manner
- Identify opportunities to improve service delivery and operational processes
- Take on additional responsibilities as needed, demonstrating flexibility and ownership
Requirements
- 5+ years managing services in a high-volume, transactional service environment
- Proven experience directing independent contractors and managing onsite service delivery
- Bilingual (English/Spanish) required
- Strong commitment to service excellence and client satisfaction
- Able to manage multiple priorities, analyze issues, and implement solutions
- Comfortable working directly with onsite decision-makers and field partners
- Calm under pressure and adaptable to changing priorities
- Experience with CRM and work order management platforms; Salesforce preferred
- Experience sourcing and onboarding service contractors
- High school diploma or GED required; associate degree or higher preferred
Hard Skills
- service delivery management
- contractor management
- work order management
- performance metrics monitoring
- incident reporting
- process improvement
- service excellence
- client satisfaction
- sourcing contractors
- onboarding contractors
Soft Skills
- communication
- problem-solving
- adaptability
- relationship building
- leadership
- flexibility
- calm under pressure
- multi-tasking
- client engagement
- team collaboration
Certifications & Qualifications
- high school diploma
- GED
- associate degree
- bilingual (English/Spanish)
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