Service Delivery Manager (Bilingual Required - Eng/Span) - MultiPro Property Solutions

Compensation & Work Environment Details

Competitive starting salary from: $58,000+ Bonus: 10% annual target bonus (paid quarterly)

Schedule: Full-time

Work Environment: Field-based role with daily onsite presence

Travel: Required within assigned territory

What You’ll Do

Daily Service Delivery & Site Management

• 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-ups 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.

Safety & Quality Assurance

• Enforce safety standards and protocols across all job sites.
• Identify and address unsafe conditions; escalate 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.

Independent Contractor Management

• 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.

Client & Property Relationships

• 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.

Team Support & Collaboration

• 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.

Continuous Improvement & General Responsibilities

• 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.

What We’re Looking For

• Service Operations Experience: 5+ years managing services in a high-volume, transactional service environment.
• Field Leadership: Proven experience directing independent contractors and managing onsite service delivery.
• Language Skills: Bilingual (English/Spanish) required.
• Customer-Focused: Strong commitment to service excellence and client satisfaction.
• Organized & Analytical: Able to manage multiple priorities, analyze issues, and implement solutions.
• Relationship Builder: Comfortable working directly with onsite decision-makers and field partners.
• Problem-Solver: Calm under pressure and adaptable to changing priorities.
• Tech-Savvy: Experience with CRM and work order management platforms; Salesforce preferred.
• Subcontractor Recruiting: Experience sourcing and onboarding service contractors.
• Education: High school diploma or GED required; associate degree or higher preferred.
• Physical & Job Requirements: Ability to travel within the assigned territory using a personal vehicle. Ability to walk properties, including stairs and large outdoor areas. Comfortable working outdoors in varying weather conditions. Valid driver’s license. Flexibility to work irregular hours based on business needs.

Comprehensive Benefits

• Health Benefits: Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts
• Financial Security: 401k with company match, life and disability insurance, AD&D, and business travel coverage
• Flexible Time Off: No preset accruals-manage your time and work-life balance your way, plus 10 company-paid holidays.
• Professional Development: Tuition reimbursement up to $5,250 per year and access to our online education center
• Additional Perks: Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs

The final compensation offered will be determined based on various factors, including the candidate’s location, level of experience, and skill set. As such, it may fall outside the range listed above.

The application window is anticipated to close 60 days from the date the job is posted.

MultiPro Property Solutions is an Equal Opportunity Employer that values the strength diversity brings to the workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

At MultiPro Property Solutions, you’ll join a nationwide organization built on craftsmanship, reliability, and a commitment to making things better for our clients and our people. Like our parent company Valet Living, we believe in a "better tomorrow" mindset, investing in our teams with training, support, and real opportunities to grow your career. You’ll work with experienced professionals, use smart tools that make the job smoother, and be part of a culture that values recognition, quality work, and taking pride in what you do. If you’re looking for a place where your skills matter and your impact shows up every day, we’d love to have you on the team.

MultiPro Property Solutions is your complete provider for everything multifamily properties require. As a nationwide firm, we’ve united the best regional contractors to create a new top-of-the-line solution to your community need. We offer a broad array of hassle-free property services for the multifamily industry – with an emphasis on apartment make-ready solutions – through a single point of contact. MultiPro Property Solutions offers an easy-to-engage and manage single-source solution to set your mind at ease and launch projects toward a quick and successful completion. We use technology-enabled project management tools and the largest collection of skilled contractors in one unified organization to ensure consistent services and quality results, often with a 5-day make-ready guarantee. MultiPro Property Solutions has operations spanning from coast to coast, anchored by 10 hubs in Florida, Georgia, Texas, Colorado, Oregon and California. The company was built by bringing together existing best-in-market companies in each of the anchoring regions with highly experienced leadership, field teams and contractors.