Maintenance Manager - DMV Area

Washington, District of Columbia, United States

Birdwatch exists to simplify the lives of modern homeowners. We put people at the center of all we do – our clients, our staff, and our communities. It's a recipe for success. Our one-of-a-kind service takes the hassle out of home ownership. We coordinate preventive maintenance, handle repairs, and assist owners in making improvements to their homes. We do things differently than the traditional property management companies and we strive for delightful service at every turn.

We are committed to taking exceptional care of our clients, their properties, our community, and, most importantly, our team members. Our model is one of accountability and trust. We work to earn that every day. In providing a reliable service built by exceptionally talented, fairly compensated staff, we believe our clients are much better off in the long run.

You will be part of a fast-paced and growing team. This is not your typical work environment. We are high-energy, friendly, and care deeply about our team and our community of homeowners.

You are the face of the company and oversee one of the most important aspects of the work we do: the ‘last mile’ of performance of delightful and quality service to a homeowner. This is an enormous responsibility, an opportunity to cultivate trust and create Birdwatch fans for life. By providing stellar service from our maintenance technicians, we will ensure delivery on our value proposition and then continue to find ways to WOW our homeowners with each and every service request.

• Hands-on Service Delivery Completing work in the field, from everyday maintenance to bigger, more involved projects. You directly impact revenue and deliver margin by handling both smaller jobs and larger projects, all while keeping things efficient, high-quality, and in line with company standards.
• Team Leadership & Training Supervise, mentor, and train field technicians to ensure quality service, adherence to safety protocols, and professional development.
• Scheduling & Workflow Management Support the coordination of team assignments, job scheduling, and timely completion of maintenance services while balancing hands-on work. This will be supported by both the Member Operations team and our evolving technology.
• Quality Control & Customer Service Ensure work meets company standards and address member concerns to maintain high service satisfaction. This could include site inspections on larger projects, technician and Home Manager check-ins, member calls, and more.

• Efficient & High-Quality Service Delivery Work orders are completed on time with a high first-time fix rate, minimizing repeat visits and maximizing customer satisfaction. We are meeting our profitability goals on a per ticket basis.
• Strong Team Performance & Growth Technicians receive ongoing training, show continuous improvement, and demonstrate high retention, leading to fewer callbacks and consistent service quality.
• Optimized Scheduling & Workflow Jobs are coordinated efficiently, technicians are fully utilized, and response times remain low, ensuring smooth daily operations.
• Exceptional Customer Satisfaction & Quality Control Our delight rate stays above 90%, member complaints remain minimal, and quality inspections consistently confirm our superior service and customer trust.
• Profitability & Pricing Goals Achieved Service delivery aligns with Birdwatch’s pricing model, ensuring that jobs are completed within budgeted time and cost parameters to maintain strong profit margins.

• Being part of a team This is a chance to be part of a team where everyone is all in, everyone has a voice, and everyone is recognized for their contribution. This is a unique opportunity because you get to be a part of the building process and play a key role in the growth of the company. You will spend the majority of your time engaging with our team members, troubleshooting and solving problems on the fly, and doing whatever it takes to ensure we are delivering outstanding care and services to our clients.
• Impact …