Service Director

Progress Residential • Jacksonville, FL

8d

About The Position

The Service Director leads and manages daily service operations for assigned areas of single-family rental homes. The role oversees vacant and occupied work orders completed by Service Technicians and vendors, with a focus on service quality, resident satisfaction, timely completion, compliance, and cost control. The Service Director is accountable for market-level financial results and performance indicators, including budgets, resident satisfaction, self-performance metrics, and cycle times. They also implement processes and develop the service team through coaching, training, and performance management.

The position works with central and regional operations to execute company goals, improve resident satisfaction and retention, manage vendors and procurement, oversee fleet compliance, and maintain health and safety compliance. It includes recruiting, hiring, supervising, and developing service managers and frontline team members. The role may involve diagnosing and performing repairs when workload permits, on-call service, flexible hours including some weekends and evenings, and travel up to 25%.

Requirements

• High school diploma required.
• At least 10 years of experience managing operations or maintenance in single-family, multi-family, commercial, or military housing.
• Experience managing multiple staff members across a geographic region.
• Valid driver’s license required.
• 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 to perform ongoing residential service; 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 meet the stated physical demands, including lifting and/or moving 50 pounds or more and using standard maintenance equipment.

Nice To Haves

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

Responsibilities

• Manage daily service operations across assigned properties, ensuring service quality, compliance, customer satisfaction, and resolution at the lowest appropriate level.
• Oversee work order execution by Service Technicians and vendors for occupied and vacant homes.
• Manage market-level maintenance financial performance, expenses, and KPIs to meet budget and profitability targets.
• Coordinate with central and regional operations to implement corporate goals and initiatives.
• Lead and develop local teams, promoting engagement, accountability, collaboration, and alignment with company standards.
• Support vendor needs, management, pricing review, cost-control measures, workload review, and appropriate use of third-party vendors.
• Drive resident satisfaction and retention, including survey responses and follow-up on service requests and move-ins.
• Resolve resident concerns promptly and provide competent customer service in person, by phone, and by email.
• Maintain knowledge of vendors, pricing, technician skill levels, market geography, and traffic patterns.
• Direct, manage, and mentor service team members, including optimizing schedules and technician efficiency.
• Coordinate purchasing according to established policies and procedures and comply with the national procurement policy and program.
• Monitor response times, resident satisfaction, productivity, and portfolio efficiency; review and approve invoices within delegated authority.
• Diagnose and perform repairs as scheduled and workload permits.
• Oversee fleet compliance and effective scheduling.
• Ensure vendors deliver appropriate outcomes, resident satisfaction, and costs within company targets.
• Communicate effectively with team members and comply with applicable health and safety requirements; ensure properties comply with local, state, and federal health and safety laws.
• Coordinate activities to maximize process efficiency and train the team on fiduciary duty and business-minded decision-making.
• Recruit, hire, and train qualified service managers and frontline team members.
• Supervise staff, set goals, hold employees accountable, and provide timely 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 employees follow policies, procedures, and safety guidelines.
• Carry out other duties assigned in the best interests of the company.

Benefits

• Competitive compensation, including performance-based bonuses.
• Medical, dental, and vision coverage.
• 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 to support professional growth.
• A culture emphasizing collaboration, recognition, and having fun while doing important work.

What This Job Offers

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