Director – Global Residential Maintenance Management Solutions

Hines•Houston, TX

About The Position

The Director – Global Residential Maintenance Management Solutions provides technical and operational leadership for Hines' residential maintenance operations across its global portfolio of student, affordable, market-rate, and mixed-use housing. The role develops standards, policies, programs, and reporting frameworks to promote consistency, efficiency, and innovation, while advising property teams on building systems, vendor oversight, risk management, and emerging technologies. The Director leads or coordinates maintenance assessments to evaluate compliance and promote operational excellence, while ensuring maintenance operations support diverse resident needs and Hines' standards. This position provides strategic direction for maintenance operations and drives continuous improvement, asset preservation, operational efficiency, resident satisfaction, and long-term asset performance. It supports governance and best practices for unit readiness and turns; vendor contract negotiation and performance oversight; and evaluation and integration of maintenance technologies. The Director contributes to innovation, capital planning, building performance, and operational initiatives, and advises on maintainability across project design, construction, lease-up, repositioning, and disposition. The role develops scalable standards, toolkits, templates, and procedures; builds relationships with contractors; contributes to energy and utility reporting; and mentors maintenance leaders and teams. It partners with Learning & Development on training and onboarding, and coordinates with Risk Management, Central Operations, Compliance, Asset Management, and other stakeholders. The Director also supports special projects involving new residential product types, technology, or service delivery models, and represents Hines in industry and community forums. Approximately 35% travel is anticipated, with frequent domestic and occasional international travel. The role requires availability outside standard business hours to provide 24/7 emergency support, including on-site leadership during natural disasters or critical incidents. The position involves navigating building systems, including climbing stairs or ladders and accessing equipment rooms when needed.

Requirements

Bachelor's degree in Facilities Management, Engineering, Building Technology, or a related field preferred; equivalent direct experience in multifamily maintenance operations may substitute.
Demonstrated experience managing maintenance programs across a multi-property residential portfolio, including preventive maintenance, unit turns, work-order management, vendor performance, budgeting, compliance, and operational performance measurement.
At least 7 years of progressively responsible experience in residential or multifamily maintenance operations.
Proven leadership of geographically distributed teams, including oversight of vendor performance and staff development.
Expertise in multifamily and mixed-use residential building systems, maintenance protocols, and infrastructure management across diverse asset classes.
Proficiency with property technology platforms such as CMMS, BMS/BAS, and digital work-order systems.
Strong command of health, safety, and environmental codes, and best practices in asset preservation and preventive maintenance.
Ability to apply structured diagnostics and decision-making frameworks to resolve complex maintenance challenges and improve service delivery.
Ability to interpret technical documents, compliance requirements, and financial data to support planning, compliance, and risk mitigation.
Ability to use operational metrics such as work-order performance, occupancy data, and cost trends to inform strategy and continuous improvement.
Ability to communicate technical standards and operational expectations effectively to teams, vendors, and stakeholders.
Ability to build alignment across departments, asset types, and ownership groups.
Ability to produce clear documentation, reports, and presentations for training, governance, and decision-making.
Experience mentoring, coaching, and overseeing residential maintenance teams and service partners.
Demonstrated calm, decisive leadership during emergencies, operational disruptions, or high-pressure scenarios.
Approximately 35% travel, domestic and international, based on business needs; frequent domestic and occasional international travel is required.
Regular virtual collaboration with cross-functional and geographically dispersed teams using video conferencing, email, and collaborative platforms.
Availability outside standard business hours for 24/7 emergency support, including on-site leadership when required.
Ability to navigate building systems, climb stairs or ladders, and access equipment rooms as needed.

Nice To Haves

Bachelor's degree in Facilities Management, Engineering, Building Technology, or a related field is preferred.

Responsibilities

Provide strategic guidance for residential maintenance operations across multifamily and mixed-use properties, driving continuous improvement, asset preservation, operational efficiency, resident satisfaction, and long-term asset performance.
Develop and support implementation of governance frameworks, policies, and best practices for unit readiness, efficient unit turns, and transitions for incoming residents.
Support negotiation, standardization, and performance oversight of maintenance vendor contracts.
Support evaluation and integration of maintenance technologies, including CMMS platforms, digital inspection tools, and preventive maintenance systems.
Direct or contribute to initiatives involving innovation, capital planning, building performance, and operational best practices.
Consult during project design, construction, lease-up, repositioning, and disposition to promote maintainability, equipment accessibility, lifecycle performance, maintenance readiness, and long-term operability.
Lead or coordinate periodic maintenance assessments to identify risk, ensure regulatory and safety compliance, and advance asset performance.
Build and manage relationships with national and regional contractors to ensure consistent service delivery and adherence to standards.
Develop scalable maintenance standards, toolkits, templates, and procedures that support portfolio consistency while accounting for regional regulations and local operating needs.
Contribute to firm-wide energy and utility performance reporting to support data-informed operational budgeting and building-efficiency decisions.
Mentor maintenance leaders and teams, promoting technical expertise, procedural consistency, and accountability.
Partner with Learning & Development to design and maintain training resources and onboarding programs.
Coordinate with Risk Management, Central Operations, Compliance, Asset Management, and other stakeholders to align maintenance strategies with regulatory obligations, operational priorities, risk management, asset preservation, and ownership objectives.
Support special projects involving new residential product types, technology adoption, or evolving residential service delivery models.
Represent Hines in industry and community forums, advocating for operational excellence, resident satisfaction, and innovation in residential maintenance.
Provide 24/7 emergency support outside standard business hours, including on-site leadership during natural disasters or critical incidents.
Travel domestically and internationally to support property teams, strategic meetings, vendor evaluations, projects, or training.
Navigate building systems, including stairs or ladders and equipment rooms, as needed for inspections, emergency drills, or operational reviews.