Director - Living Maintenance Management Solution

Hines • Houston, TX

14d

About The Position

The Director – Global Residential Maintenance Management Solutions provides technical and operational leadership for Hines' residential maintenance operations across a global portfolio of student, affordable, market-rate, and mixed-use housing. The role oversees the development of standards, policies, programs, and reporting frameworks to promote consistency, efficiency, and innovation. In partnership with continental, market, sub-market, and property teams, the Director advises on building systems, vendor oversight, risk management, and emerging technologies, and leads assessments to evaluate compliance and promote operational excellence. The role requires knowledge of housing regulations and attention to the maintenance needs of diverse residents.

The Director provides strategic guidance to improve maintenance operations, asset preservation, operational efficiency, resident satisfaction, and long-term asset performance. The position develops governance frameworks and best practices for unit readiness and unit turns; supports vendor contract negotiation and performance oversight; and evaluates maintenance technologies such as CMMS platforms, digital inspection tools, and preventive maintenance systems. It contributes to innovation, capital planning, building performance, and operational initiatives, and consults on projects from design and construction through lease-up, repositioning, and disposition to support maintainability and lifecycle performance.

The role coordinates maintenance assessments, builds contractor relationships, develops scalable standards and tools, contributes to energy and utility reporting, mentors maintenance teams, and partners with Learning & Development on training and onboarding. It collaborates with Risk Management, Central Operations, Compliance, Asset Management, and other stakeholders, supports special projects, and represents Hines in industry and community forums.

Approximately 35% travel is anticipated, including domestic and international travel. The role involves regular virtual collaboration with geographically dispersed teams, physical access to building systems and equipment areas for inspections or reviews, and availability outside standard business hours to provide 24/7 emergency support, including on-site leadership during critical incidents.

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 vendor performance oversight 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 complex maintenance challenges.
• Ability to interpret technical documents, compliance requirements, and financial data for planning, compliance, and risk mitigation.
• Ability to use operational metrics, including work-order performance, occupancy data, and cost trends, to inform strategy and continuous improvement.
• Effective communication of technical standards and operational expectations 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 or ability in mentoring, coaching, and overseeing residential maintenance teams and service partners.
• Calm, decisive leadership during emergencies, operational disruptions, or high-pressure scenarios.
• Approximately 35% domestic and international travel anticipated based on business needs; frequent domestic and occasional international travel required.
• Regular virtual collaboration with cross-functional and geographically dispersed teams using video conferencing, email, and collaborative platforms.
• Ability to access building systems, including climbing stairs or ladders and entering equipment rooms, as needed.
• Availability outside standard business hours to provide 24/7 support during emergencies, including on-site leadership when required.

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, promoting continuous improvement, asset preservation, efficiency, resident satisfaction, and long-term asset performance.
• Develop and support governance frameworks, policies, and best practices for unit readiness, 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 on design, construction, lease-up, repositioning, and disposition projects to promote maintainability, equipment accessibility, lifecycle performance, maintenance readiness, and 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 support consistent service delivery and adherence to standards.
• Develop scalable maintenance standards, toolkits, templates, and procedures that balance portfolio consistency with regional requirements and local operating needs.
• Contribute to firm-wide energy and utility performance reporting to support operational budgeting and building-efficiency decisions.
• Mentor maintenance leaders and teams, developing 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 obligations, priorities, risk management, asset preservation, and ownership objectives.
• Support special projects involving new residential product types, technology adoption, or evolving residential service models.
• Represent Hines in industry and community forums, advocating for operational excellence, resident satisfaction, and innovation in residential maintenance.
• Travel domestically and internationally to support property teams, strategic meetings, vendor evaluations, special projects, or training.
• Navigate building systems, including stairs or ladders and equipment rooms, as needed for inspections, emergency drills, or operational reviews.
• Provide 24/7 emergency support outside standard business hours, including on-site leadership during natural disasters or critical incidents.

Benefits

• Professional development
• Competitive rewards
• Comprehensive benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Director