Senior Service Manager

Job Overview

Oversee the efforts of property in the areas of inspection, maintenance, and repair. Lead and manage routine daily tasks and projects, ensuring physical aspects of each community meet company standards, applicable laws, and budgeted financial goals.

• Manage the completion of all resident service and maintenance requests as required, including work orders.
• Meet the service budget and manage financial resources to accommodate maintenance and repair projects.
• Provide leadership to the service team, including interviewing, orientation, training, and feedback.
• Lead, direct, and supervise the service team in their day‑to‑day functions.
• Review and approve Kronos timecard records for direct reports.
• Schedule and manage the service support needed to maintain appearance, preventative maintenance, safety, and OSHA/legal requirements.
• Manage execution of emergency repairs, whether from the service team or third‑party vendors.
• Conduct periodic inspections to assess effectiveness of policies and procedures and develop corrective action plans.
• Develop standards for cleanliness and appearance of community grounds, amenities, building exteriors, unit interiors, parking lots, and other common areas.
• Manage vacant apartment turn schedules and conduct punch walks on make‑ready units.
• Ensure utility management for vacant apartments to promote energy efficiency.
• Perform final walk‑throughs for move‑ins to ensure quality meets company standards.
• Conduct pre‑ and post‑move‑out inspections, documenting conditions with photos.
• Determine interior vacant condition for items requiring replacement, such as carpet.
• Manage ROI installations, including administrative preparation and vendor coordination.
• Conduct weekly lighting inspections in the community and resolve issues according to policy.
• Complete and manage all community common area and resident service requests.
• Oversee pest control for all units, holding vendors accountable.
• Inspect fitness equipment to ensure safe operation.
• Maintain refrigerant (freon) usage and recovery logs per risk management guidelines.
• Manage pool logs for vendor compliance.
• Complete Cap Labor forms.
• Purchase supplies and equipment to maintain inventory levels within budget guidelines.
• Monitor batteries for smart locks and replace proactively.
• Serve as point person for controlled access programming within the community.
• Manage equipment warranties and required follow‑up.
• Provide superior customer service to internal and external customers.
• Hire, train, and develop staff to maximize potential based on supervisory status.
• Monitor staff performance, address performance problems, and provide corrective action or dismissal as appropriate.
• Approve time records and time‑off requests based on supervisory status.
• Create a productive, motivated, informed, inspired, engaged, and goal‑oriented team.
• Comply with all company policies and procedures related to employment.
• Commit to living the UDR Values in every action taken in executing essential functions.
• Provide complex services for high‑profile or high‑rise communities, large complexes, or multiple sites.
• Coordinate additional services such as high‑rise window cleaning, elevators, or boiler systems.
• Schedule and supervise contractors.
• Supervise preventative maintenance of life/safety equipment and comply with local/state authorities.
• Oversee weekly fire pump and monthly generator testing as applicable.
• Perform other duties as assigned or as necessary.

Applicants must demonstrate knowledge of organizational and community policies, proficiency in OSHA, HVAC, and company procedures, and the ability to apply fair housing laws. They must exercise initiative, problem‑solving, decision‑making, and the ability to lead, motivate, and develop staff. Strong communication skills, proficiency with the internet, spreadsheets, databases, and word processing, and the ability to use the service ticket system are required.

Manual dexterity, ability to lift up to 100 lbs independently and 250 lbs with assistance, climb ladders, access crawlspaces, and perform sensory tasks such as detecting odors and sounds. Regular and consistent…