Service Director

Progress Residential • Jacksonville, FL

10d

About The Position

The Service Director leads and manages daily service work orders for assigned areas of single-family rental homes. The role oversees service technicians and vendors handling vacant and occupied homes, with a focus on service quality, resident satisfaction, timely completion, compliance, and cost control. The Service Director is accountable for market-level financial performance and related KPIs, including resident satisfaction, self-performance, cycle times, productivity, and budget adherence. The position implements processes and leads, coaches, teaches, and trains the service team, while coordinating with central operations to carry out company goals and initiatives.

The role also manages local staffing and performance, vendor and purchasing activity, work order execution, fleet compliance, and health and safety standards. Service Directors may diagnose and perform repairs as schedules and workload permit. The position requires flexible hours, possible weekend and evening work, travel up to 25%, and availability for on-call service. Employment is conditional on a satisfactory background and drug screen.

Requirements

• High school diploma required.
• At least 10 years of experience managing operations or maintenance in single-family, multifamily, commercial, or military housing.
• Experience managing multiple staff members across a geographic region.
• Valid driver's license.
• Ability to work flexible hours, which may include some weekends and evenings.
• Ability to travel up to 25%.
• Availability for on-call service.
• Ability to review and understand cost estimates and scopes of work.
• Extensive knowledge of plumbing, electrical, HVAC, flooring, appliances, landscaping, and irrigation systems as they relate to residential homes.
• Must provide basic tools required for ongoing residential service work; some tools are provided.
• Strong customer service skills and ability to put customers at ease.
• Strong skills with Microsoft Office products, including Excel.
• Proven ability to work independently with minor supervision.
• Ability to work in a fast-paced environment.
• Ability to use standard maintenance equipment.
• Ability to meet the physical demands of the role, including lifting and/or moving 50 pounds or more.

Nice To Haves

• Bachelor’s degree preferred.
• Salesforce and/or Yardi experience strongly preferred.
• Bilingual ability is a plus.

Responsibilities

• Manage daily service operations, ensuring service quality, resolution, compliance, and customer satisfaction across properties.
• Oversee work order execution by Service Technicians and vendors for occupied and vacant homes.
• Manage maintenance financial performance, expenses, KPIs, budget, and profitability targets.
• Coordinate with central operations to execute corporate goals and initiatives.
• Lead, develop, engage, and hold local teams accountable to company standards and operational goals.
• Identify vendor needs and support vendor management, cost control, and related initiatives.
• Support resident satisfaction and retention, including survey responses and feedback through Google, move-in, and service-request channels.
• Resolve resident concerns promptly and provide strong customer service across in-person, telephone, and email interactions.
• Maintain knowledge of vendors, vendor pricing, technician skill levels, and market geography and traffic patterns.
• Direct, manage, and mentor service team members, including schedule optimization and technician efficiency.
• Coordinate department purchasing according to established policies and procedures.
• Monitor response times, resident satisfaction, productivity, and portfolio efficiency.
• Review workloads, approve third-party vendor use as appropriate, review vendor pricing, and approve invoices within elevated authority.
• Diagnose and perform repairs as scheduled and workload permits.
• Comply with the national procurement policy and program.
• Oversee fleet compliance and effective scheduling.
• Manage vendors to achieve good service outcomes, resident satisfaction, and company cost targets.
• Communicate effectively with team members and coordinate activities to maximize process efficiency.
• Comply with health and safety rules and ensure properties meet applicable local, state, and federal health and safety laws.
• Train the team on fiduciary duty and ensure decisions are made in the best interests of the business.
• Recruit, hire, and train qualified service managers and frontline team members.
• Supervise staff, set goals, hold employees accountable, and provide timely performance feedback.
• Ensure training requirements are completed and employees have goals and regular performance feedback.
• Manage personnel performance, including reviews, corrective action, mentoring, development plans, and performance improvement plans.
• Ensure policies, procedures, and safety guidelines are followed.
• Carry out other duties assigned in the best interests of the company.

Benefits

• Performance-based bonuses.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Parental leave.
• 401(k) with company match.
• Paid time off based on tenure.
• 13 paid holidays and one floating holiday.
• Quarterly summits, town hall meetings, and continuous training for professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED