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 at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.
Want to learn more?
Text “ProgressJobs” 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.
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 safety rules and regulations, as well as ensure all properties are compliant with local, state and federal health and safety laws
Coordinate activities to maximize the efficiency of all processes
Understand and possess the ability to train team on fiduciary duty. Ensures team in assigned market makes decisions based on the best interests of the business.
Human Resource Management
Recruit, hire, and train qualified, dynamic, high performance service managers and frontline team members
Supervises staff, sets goals, and holds people accountable for results and provides timely feedback
Ensure that all training requirements are completed on time
Ensures that employees all have goals and receive regular feedback on their performance
Performance management of personnel including, performance reviews, corrective action, mentoring, development plans and performance improvement plans
Ensure that the policies, procedures, and safety guidelines are followed
Carry out other duties as assigned that are in the best interests of the company
High School diploma required; Bachelor’s degree preferred
10 or more years of experience managing operations or maintenance in Single-family, multi-family, commercial, or military housing
Experience in managing multiple staff members over a geographic region
Valid Driver's License required
Ability to work flexible hours which may include some weekends and evenings
Ability to Travel (up to 25%)
Available for on-call service
Ability to review and understand cost estimates and scopes of work
Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation Systems as they relate to residential homes
Required equipment - Employee must have their own basic tools required to perform ongoing service in residential environment (Some tools provided)
Strong customer service skills, must be able to put customers at ease
Strong skills with MS office products including Excel
Salesforce and/or Yardi experience strongly preferred
Proven record of working independently and with minor supervision
Bilingual a plus
Ability to work in a fast-paced environment
Standing, walking, and/or sitting for extended periods of time
Moderate climbing, reaching, and use of fingers
Moderate stooping, kneeling, crawling, pushing, pulling, lifting, talking, and hearing
Sustains substantially recurring movement to fingers, hands, wrists, legs, and feet
Ability to judge distances and spatial relationships
Ability to identify and distinguish color
Ability to distinguish the differences or similarities in odors
Ability to lift and/or move 50 pounds or more
Ability to use standard maintenance equipment
What you can expect from us:
Competitive Compensation - Including performance-based bonuses that reward your contributions.
Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.
Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.
Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.
A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Employment with Progress Residential is conditional on a satisfactory background and drug screen.
Progress Residential is a proud Equal Opportunity employer, m/f/d/v.