Service Director

Your career has a home here. Ready to make an impact with a dynamic, forward-thinking company?

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®.

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
• 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 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…