Residential Maintenance Division Manager

Position Summary

The Residential Maintenance Division Manager is responsible for the overall leadership, growth, profitability, and operational success of the residential landscape maintenance division. This position oversees field operations, customer service, employee management, budgeting, scheduling, quality control, and business development efforts within the residential market. The Division Manager ensures exceptional service delivery while maintaining a strong focus on employee development, customer retention, safety, and financial performance.

• Lead, coach, and develop supervisors, crew leaders, technicians, and support staff within the residential maintenance division.
• Foster a culture of accountability, professionalism, safety, teamwork, and exceptional customer service.
• Recruit, interview, hire, train, and retain high-performing team members.
• Conduct regular employee performance reviews and provide ongoing coaching and development opportunities.
• Establish clear performance expectations and hold team members accountable for achieving operational goals.
• Resolve employee concerns, conflicts, and disciplinary matters in accordance with company policies.

• Oversee daily operations to ensure efficient execution of all residential maintenance services.
• Manage scheduling, manpower allocation, equipment utilization, and route efficiencies.
• Ensure work is completed according to company quality standards, contract specifications, and customer expectations.
• Conduct regular site inspections and quality control audits.
• Develop and implement operational processes that improve productivity, efficiency, and service quality.
• Coordinate closely with irrigation, enhancement, installation, and support departments to ensure seamless service delivery.

• Build and maintain strong relationships with residential clients.
• Serve as the primary escalation point for customer concerns, service issues, and client satisfaction matters.
• Conduct regular property visits and customer meetings to evaluate service quality and identify opportunities for improvement.
• Ensure timely resolution of customer requests, concerns, and warranty issues.
• Develop strategies to improve customer retention and overall client satisfaction.

• Manage division budgets, revenue goals, profitability targets, and operational expenses.
• Monitor labor, equipment, materials, and subcontractor costs to ensure profitability objectives are achieved.
• Review monthly financial reports and identify opportunities to improve financial performance.
• Participate in annual budgeting and forecasting processes.
• Ensure accurate timekeeping, job costing, billing, and invoice approval procedures are followed.

• Identify opportunities to expand services within the existing customer base.
• Collaborate with business development and sales personnel to support division growth initiatives.
• Develop strategies to increase customer retention and recurring revenue.
• Assist in the preparation and presentation of proposals for maintenance renewals, enhancements, and additional services.
• Identify market trends and recommend new services that support company growth objectives.

• Ensure compliance with all company safety policies, procedures, and regulatory requirements.
• Conduct regular safety meetings, job site inspections, and safety training programs.
• Monitor and enforce quality standards across all maintenance operations.
• Maintain accountability for vehicle, equipment, and property care within the division.
• Investigate accidents, incidents, and property damage claims and implement corrective actions

when necessary.

• Prepare and maintain operational reports, performance metrics, and division KPIs.
• Track and report customer retention, labor utilization, productivity, revenue, profitability, and quality metrics.
• Manage division inventory, equipment replacement planning, and resource allocation.
• Ensure accurate documentation of customer interactions, service requests, and operational activities.
• Participate in leadership meetings and contribute to company-wide strategic planning initiatives.

Success in this role will be measured by:

• Residential customer retention rate
• Division revenue growth
• Gross profit performance
• Labor efficiency and productivity
• Quality control inspection scores
• Employee retention and development
• Safety performance and incident reduction
• Service enhancement sales growth
• Customer satisfaction ratings
• Budget and expense management results

• Bachelor's degree in Business Management, Horticulture, Landscape Management, or related field preferred.
• Minimum of 5 years of landscape maintenance management experience, preferably within residential services.
• Proven leadership experience managing multiple crews, supervisors, and operational teams.
• Strong…