Vice President Residential Rental Maintenance - Single Family - DC

Nest DC•Washington, DC

13d•Onsite

About The Position

The VP of Maintenance is an executive leader who oversees maintenance operations for Nest DC’s scattered-site single-family homes and small multi-family portfolio. Reporting directly to the owner and founder, this role requires a combination of deep mechanical literacy, financial discipline, and logistical oversight. In this role, the VP leads the maintenance ticket coordination team, manages the field technician roster, recruits and oversees vendor networks, and drives the expert adoption and continuous improvement of our technology stack—including LeadSimple, Google Gemini / Lucy AI, Notion, AppFolio, and Rippling. The VP of Maintenance is responsible for setting growth expectations, meeting, and exceeding revenue targets across all maintenance streams: day-to-day billable technician hours, property turnovers, vendor partner rebates, project management oversight fees, Virtual Maintenance adoption, and the WellNest Preventative Care program. By strategically deploying talent and tools, managing net operating income (NOI), and improving financial performance, the VP enables department profitability and team profit-sharing aligned with Nest DC's core value system. As a member of the Leadership Team, the VP connects with the VP of Marketing, Leasing & Sales and collaborates tightly with the VP of Home Management to align move-ins, turnovers, and client relations across the District, ensuring that operational quality is reflected in our 4.5+ star reputation.

Requirements

Deep mechanical literacy
Financial discipline
Logistical oversight
Expert adoption and continuous improvement of technology stack (LeadSimple, Google Gemini / Lucy AI, Notion, AppFolio, Rippling)
Ability to set growth expectations and meet/exceed revenue targets
Strategic deployment of talent and tools
Management of net operating income (NOI) and financial performance
Direct management, daily support, and performance oversight for ticket coordination team
Overseeing work order lifecycles
Ensuring 100% of maintenance requests receive a response within 24 hours
Keeping open loops at zero
Direct and manage the active field team
Drive measurable improvements in ticket coordination, dispatch efficiency, and hourly billability
Design and execute operational pathway and staffing model for Virtual Maintenance Program
Integrate remote diagnostic technical support
Partner with offshore remote support teams
Conduct regular 1-on-1 check-ins, performance reviews
Maintain proper documentation in Rippling
Oversight of emergency protocols
Ensuring 24-hour coverage for field emergencies
Support of highly complicated maintenance and systems and structural issues
Support of insurance claims
Support of Basic Business License (BBL) and DCHA inspections
NOI management
Lead proactive communications and operational prep for weather events
Serve as internal system lead for maintenance workflows in LeadSimple
Enforce that all property maintenance tracking lives inside LeadSimple
Embed Google Gemini and custom Lucy AI Gems into daily operations
Collaborate with external technology consultants
Adopt Notion daily
Drive field team productivity to achieve 4 billable hours per day, trending to 5
Meet and exceed monthly revenue growth expectations
Optimize move-out prep, painting, and rent-ready scopes
Build and maintain preferred trade vendor partnerships
Enforce Schedule A project management fees
Expand live video diagnostics
Drive adoption of WellNest Preventative Maintenance program
Proactively identify, recruit, and onboard local trade contractors
Enforce service level agreements and standards
Conduct regular field spot-checks and milestone inspections
Ensure and monitor vendor licensing, insurance, W-9, and trade tags
Sit on the Leadership Team
Collaborate with VP of Marketing, Leasing & Sales
Collaborate with VP of Home Management
Ensure operational quality is reflected in 4.5+ star reputation
Achieve 4 billable hours per day, trending to 5 billable hours per day per field technician
100% of maintenance tickets receive a response within 24 hours
Status updates logged in LeadSimple every 24–48 hours
24-hour emergency response maintained for field emergencies
Maintain a 10–14 day move-out to rent-ready turnover completion window
Meet and exceed monthly revenue growth expectations
Achieve a 90%+ one-and-done resolution rate on reactive field dispatches via Virtual Maintenance pre-triage
Monthly Google/AppFolio review rating contributions supporting a 4.5+ star average
Actively model the "Caring the Most" philosophy
Communicate with warmth, candor, and technical authority
Maintain daily operational fluency across the technology stack: LeadSimple, AppFolio, Google Gemini / Lucy AI, Notion, Rippling, and Slack
Embrace diversity, foster an inclusive environment, and celebrate team wins
Review LeadSimple dispatch boards with the ticket coordination team and assign routes to field technicians daily
Review LeadSimple workflow queues with Maintenance Managers and remote coordinators
Conduct site visits for complex projects, structural issues, BBL/DCHA inspections, and WellNest quality control spot-checks
Meet weekly with technology consultants to review LeadSimple workflow bottlenecks, Gemini AI prompt adoption, and process improvements
Meet weekly with CEO, Senior VP, and the Leadership Team to review billable hours, turnover yield, vendor performance, and revenue projections

Nice To Haves

Experience with scattered-site single-family homes and small multi-family portfolio maintenance operations
Experience reporting directly to an owner/founder
Experience managing a maintenance ticket coordination team
Experience managing a field technician roster
Experience recruiting and overseeing vendor networks
Experience with LeadSimple, Google Gemini / Lucy AI, Notion, AppFolio, and Rippling
Experience setting growth expectations and meeting/exceeding revenue targets
Experience managing net operating income (NOI)
Experience with department profitability and team profit-sharing
Experience collaborating with VPs of Marketing, Leasing & Sales and Home Management
Experience ensuring operational quality is reflected in online reputation
Experience with Virtual Maintenance adoption
Experience with WellNest Preventative Care program
Experience with property turnovers
Experience with vendor partner rebates
Experience with project management oversight fees
Experience with remote diagnostic technical support
Experience with administrative tasks, invoice checks, and system updates
Experience with HR administration and performance reviews
Experience with emergency protocols and 24-hour coverage
Experience with complex systems and structural management
Experience with insurance claims
Experience with Basic Business License (BBL) and DCHA inspections
Experience with weather and emergency preparedness
Experience with technology deployment and tool mastery
Experience with external consultant collaboration
Experience with strategic revenue growth
Experience with vendor recruitment and service level agreements
Experience with quality audits
Experience with leadership team collaboration and client alignment
Experience with performance metrics (KPIs) such as technician productivity, communication & emergency response, turnover velocity, revenue performance, first-time fix rate, and reputation score
Experience modeling company mission and core values
Experience with daily operational cadence and weekly rhythm

Responsibilities

Provide direct management, daily support, and performance oversight for the 4 personnel coordinating maintenance tickets.
Oversee work order lifecycles, ensuring 100% of maintenance requests receive a response within 24 hours, and keeping open loops at zero.
Direct and manage the active field team.
Drive measurable improvements in ticket coordination, dispatch efficiency, and hourly billability to create the foundation for expanding the hourly field technician headcount, directly increasing department profitability.
Design and execute the operational pathway and staffing model for the Virtual Maintenance Program, integrating remote diagnostic technical support.
Partner with offshore remote support teams to streamline administrative tasks, invoice checks, and system updates.
Conduct regular 1-on-1 check-ins, performance reviews, and maintain proper documentation in Rippling to ensure the team has the support needed to perform well.
Improve financial performance to meet and exceed budget projections, unlocking target bonuses and profit-sharing for the team as a core element of Nest DC's value system.
Oversight of emergency protocols, ensuring 24-hour coverage for issues that need attention in the field for our residents to secure property and ensure that residents are secure in their homes and getting appropriate responses from us.
Support of highly complicated maintenance and systems and structural issues and insurance claims—things that are emerging at particular homes that need expert oversight and management.
Support of Basic Business License (BBL) and DCHA inspections in the field as those come up, along with NOI management.
Lead proactive communications and operational prep for clients and residents ahead of weather events (snow, severe storms, extreme temperatures). Ensure the team has the right materials, safety gear, and that the fleet is appropriate for technicians.
Serve as the internal system lead for all maintenance workflows in LeadSimple. Enforce the rule that all property maintenance tracking lives inside LeadSimple—keeping task management strictly out of Slack—to ensure complete visibility and automated tracking.
Embed Google Gemini and custom Lucy AI Gems into daily operations to assist the team in drafting clear owner communications and detailed technical scopes.
Collaborate directly with external technology consultants who build and improve our tools (including LeadSimple process architecture and Gemini AI workflow automation) to refine operational SOPs.
Adopt Notion daily to maintain team training boards, operational SOPs, onboarding materials, and KPI tracking dashboards.
Drive field team productivity to achieve 4 billable hours for the field team trending to 5 billable hours as quickly as possible.
Revenue targets need to not just meet, but exceed projections. Together we'll create a growth expectation across field tech labor, turnovers, vendor partner rebates, project management fees, Virtual Maintenance, and WellNest adoption.
Collaborate with the turnover lead to optimize move-out prep, painting, and rent-ready scopes to increase turnover revenue.
Build and maintain preferred trade vendor partnerships, expanding vendor partner revenue sharing.
Enforce Schedule A project management fees on capital improvements, restorations, and major remediation (15% for projects under $3,000; 10% for projects over $3,000).
Expand live video diagnostics as a front-end triage filter to lower costs, capture virtual visit margins, and ensure one-and-done field execution.
Drive adoption of the WellNest Preventative Maintenance program, systematically converting inspection findings into approved secondary repair scopes.
Proactively identify, recruit, and onboard local trade contractors to support specialized repairs and seasonal peak demands.
Enforce the service level agreements and standards that are outlined in our Nest DC Typeform that vendors are supposed to read.
Conduct regular field spot-checks and milestone inspections on vendor work to ensure compliance with Nest DC’s standards.
Ensure and monitor that we have current licensing, insurance, W-9, and trade tags complete in Appfolio.
Sit on the Leadership Team alongside the VP of Home Management, VP of Co-Living, and VP of Marketing, Leasing & Sales.
Collaborate with the VP of Marketing, Leasing & Sales to align on turnovers, property availability, and move-in schedules.
Collaborate tightly with the VP of Home Management to ensure client alignment, protect property owners, and deliver an exceptional experience for residents.
Ensure operational care and quick issue resolution translate into positive online sentiment, supporting Nest DC’s goal of 4.5+ star Google reviews.