Service Delivery Manager; Bilingual - Eng​/Span; MultiPro Property Solutions

Position Summary

We’re looking for a Bilingual Service Delivery Manager (SDM) who takes pride in execution, ownership, and delivering outstanding service. In this role, you’ll manage the day‑to‑day delivery of Make Ready and Repair & Maintenance services across a portfolio of apartment communities. You’ll oversee field operations, manage independent contractors, ensure quality and safety standards, and act as the primary contact for clients on service delivery.

• Pay Range: $70,500 - $75,000
• Bonus: 10% annual target bonus (paid quarterly)
• Schedule:
  
  Full‑time
• Work Environment:
  Field‑based role with daily onsite presence
• Travel:
  Required within assigned territory

• Oversee daily Make Ready, Repair & Maintenance, and selected construction services across assigned communities.
• Ensure work is completed on time, meets quality standards, and aligns with client expectations.
• Build and manage daily schedules using the work order management system.
• Source, select, and dispatch qualified independent contractors to meet demand.
• Conduct daily site visits to confirm job status, quality and compliance.
• Maintain communication with clients and contractors regarding job details and progress.
• Ensure contractors complete work orders through the mobile app with required completion photos.
• Close out completed work orders to support timely contractor payment and accurate client billing.
• Coordinate follow‑up repairs, touch‑ups, and return visits as needed.
• Manage service issues and escalations, partnering with leadership when required.
• Achieve key service delivery KPIs such as go‑back rates, work order turnaround, contractor app usage, and client retention.

• Enforce safety standards and protocols across all job sites.
• Identify and address unsafe conditions; promptly report unresolved safety concerns.
• Complete incident reporting accurately and on time.
• Monitor performance metrics and implement corrective actions to maintain quality.
• Recommend process improvements that enhance efficiency, consistency, and customer satisfaction.

• Recruit, evaluate, and onboard qualified independent contractors proactively.
• Communicate client requirements, job scope and performance expectations clearly.
• Anticipate contractor capacity needs and address shortages before impact.
• Support contractor onboarding and compliance processes as needed.

• Support new community launches by conducting property walks with Maintenance Directors and Client Success Managers.
• Align on job scope, service standards, pricing, and change order processes.
• Act as the primary point of contact for service‑related questions and escalations.
• Build strong, trust‑based relationships with onsite property teams.
• Educate clients and staff on Multi Pro service offerings to drive adoption and satisfaction.

• Provide guidance and support to less experienced Service Delivery Managers.
• Partner with Client Success Managers to resolve daily operational challenges.
• Collaborate with internal teams (Finance, HR, Marketing, Operations, IT) to support branch goals.

• Communicate escalated risks or service concerns to leadership in a timely manner.
• Identify opportunities to improve service delivery and operational processes.
• Take on additional responsibilities as needed, demonstrating flexibility and ownership.

• Service Operations
  
  Experience:
  
  5+ years managing services in a high‑volume, transactional environment.
• Field Leadership:
  Proven experience directing independent contractors and managing onsite delivery.
• Language
  
  Skills:
  
  Bilingual (English/Spanish) required.
• Customer‑Focused:
  Strong commitment to service excellence and client satisfaction.
• Organized & Analytical:
  Able to manage multiple priorities, analyze issues, and implement solutions.
• Relationship Builder:
  Comfortable working directly with onsite decision‑makers and field partners.
• Problem‑Solver:
  Calm under pressure and adaptable to changing priorities.
• Tech‑Savvy:
  Experience with CRM and work order…