Regional Service Director

Gallery Residential•Richmond, VA

3d•Hybrid

About The Position

The Regional Service Director (RSD) is a senior operations leader responsible for overseeing maintenance, service, and capital execution across a regional portfolio of multifamily communities. This role provides direct leadership to Senior Service Directors, Service Directors, and Service Managers, ensuring consistent execution of maintenance standards, preventive maintenance programs, safety compliance, budget adherence, and resident satisfaction. The RSD partners closely with Operations, Asset Management, Construction, Capital Projects, and Vendors to drive performance, reduce risk, and support both stabilized and transitioning assets.

Requirements

7+ years of multifamily maintenance or service leadership experience
3+ years in a multi-site or regional leadership role
Strong knowledge of building systems (HVAC, plumbing, electrical, life safety)
Proven ability to lead, coach, and develop high-performing teams
Experience managing budgets, capital projects, and vendors
Strong communication, organization, and decision-making skills
Strong understanding of multifamily compliance, life-safety requirements, regulatory inspections, and risk management practices
Experience preparing communities for and participating in HUD, NSPIRE, REAC, and other regulatory inspections
Demonstrated ability to develop and execute corrective action plans related to HUD/NSPIRE deficiencies and compliance requirements
Experience with maintenance and property management software platforms
Ability to travel regularly within assigned region
Ability to travel outside of assigned region and provide temporary support to other markets as business needs require
Valid driver's license and ability to operate a motor vehicle

Nice To Haves

Experience with value-add renovations, repositioning projects, and lease-up communities
High-rise or mixed-asset portfolio experience
CAMT, CPO, EPA Universal, or similar industry certifications
Bachelor’s degree or equivalent industry experience

Responsibilities

Provide regional oversight for all service and maintenance operations across assigned portfolio
Lead, coach, and develop Senior Service Directors, Service Directors, and Service Managers
Establish clear performance expectations, accountability, and follow-through
Conduct regular site visits, audits, and operational reviews
Support new acquisitions, lease-ups, and transitions as needed
Provide support and operational leadership across other regions and markets as business needs dictate, including temporary coverage during vacancies, acquisitions, transitions, special projects, and emergency situations
Partner with Operations leadership to ensure consistent execution of company standards across all assigned communities
Ensure consistent execution of preventive maintenance programs
Oversee service request management, turn times, and quality control
Drive standardization of processes, tools, and reporting across communities
Address chronic maintenance issues and implement long-term solutions
Promote a culture of safety, compliance, and professionalism
Ensure communities maintain readiness for internal inspections, client inspections, HUD/NSPIRE inspections, lender inspections, and other regulatory reviews
Partner with Asset Management on annual budgets, forecasts, and variance reviews
Oversee execution of capital projects and value-add initiatives within scope
Assist with bid reviews, scope development, and vendor selection
Monitor maintenance spend, contracts, and service agreements
Identify opportunities for cost savings and operational efficiencies
Support due diligence efforts, capital planning, and property condition assessments as needed
Develop succession plans for key service roles
Support onboarding and training of new Service Directors and team members
Lead regional training initiatives and best-practice sharing
Partner with HR on recruiting, performance management, and corrective action
Champion leadership development and career progression within service teams
Conduct routine performance reviews, coaching sessions, and development planning for direct reports
Manage regional vendor relationships and performance
Ensure contract compliance, insurance requirements, and service standards
Support negotiation of pricing, scopes, and regional agreements
Resolve vendor issues and escalate as needed
Collaborate with vendors to improve service delivery, responsiveness, and cost efficiency
Ensure compliance with OSHA, Fair Housing, local codes, HUD requirements, and company policies
Oversee inspections, life-safety systems, and regulatory requirements
Reduce operational risk through proactive planning and documentation
Support insurance, warranty, and claim-related matters
Assist communities with preparation, execution, and corrective action plans related to HUD/NSPIRE, REAC, and other regulatory inspections
Ensure proper documentation and follow-up of compliance-related deficiencies and corrective actions