Service Director

## Service Director Apply:
Onsite:
Jacksonville, FL:
Full time:
Posted Today:
JR117124
** 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.
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** Text “Progress Jobs” to 25000 to chat with Kate, our AI Recruiting Assistant. She can help you explore open roles, apply, and answer your questions in real time.

POSITION SUMMARY: 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.## ESSENTIAL FUNCTIONS
* 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
* Resolves resident concerns in a timely manner and maintains a high degree of customer service and competency level in all resident interactions, whether in person, over the phone, or email
* Maintains extensive knowledge of vendors, vendor pricing, Service Technician skill levels and geography and traffic patterns across assigned market
* Directs, manages, and mentors assigned service team members in all areas, including schedule optimization and tech efficiency
* Coordinates 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. Reviews 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…