Service Director

Your career has a home here. Ready to make an impact with a dynamic, forward-thinking company? As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

Why join Progress? As the demand for professionally managed rental homes continues to grow, so do the opportunities ’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

The Service Director provides leadership and daily management of service work orders within assigned area(s) of single-family rental homes. They lead a service team responsible for vacant and occupied work orders, providing outstanding customer service to residents. This position is accountable for favorable P&L results and the key performance indicators driving those results, including resident satisfaction, self-performance metrics, cycle times, and adherence to budget.

The Service Director oversees process implementation in addition to coaching, teaching and training the service team.

• Manage daily service operations, ensuring service quality, lowest point of resolution, compliance, and customer satisfaction across all properties
• Oversee work order execution for both Service Technicians and vendors
• Manage market-level maintenance financial performance, monitoring expenses, and KPIs to achieve budget and profitability targets
• Work closely with central operations to ensure corporate goals and initiatives are met and executed
• Lead and develop local teams, driving engagement, accountability, and alignment with company standards and operational goals
• Assist markets with identifying vendor needs, management and cost control measures/initiatives
• Participate and lead in a culture of accountability predicated on collaboration and empowerment
• Assist the region with driving resident satisfaction and retention efforts, while driving optimal survey responses, via Google, move-in and service requests
• Manage Service to provide outstanding customer service, timely completion, and work order follow-up on both occupied and vacant home issues
• Resolve resident concerns in a timely manner and maintain a high degree of customer service and competency level in all resident interactions, whether in person, over the phone, or email
• Maintain extensive knowledge of vendors, vendor pricing, Service Technician skill levels and geography and traffic patterns across assigned market
• Direct, manage, and mentor assigned service team members in all areas, including schedule optimization and tech efficiency
• Coordinate assigned purchasing functions for the department following established policies and procedures
• Monitor and manage response times, resident satisfaction, and the overall productivity and efficiency within their portfolio
• Review workload and approve use of third-party vendors as appropriate
• Review vendor pricing and has elevated approval authority for invoices for completed work
• Diagnose and perform repairs as scheduled and workload permits
• Comply with the Company’s national procurement policy and program
• Oversee fleet compliance and manage effective scheduling to promote efficiencies
• Oversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targets
• Communicate effectively with all team members
• Comply with all Company applicable health and safety rules and regulations, as well as ensure all properties are compliant with local, state and federal…