Senior Service Manager (Residential)

Overview

An established residential real estate owner and property management company is seeking an experienced Senior Service Manager to lead maintenance, turns, and make-ready operations across a multi-market portfolio of Build-For-Rent homes.

This is a Dallas-based, primarily office-based leadership position overseeing a small team of maintenance and turn professionals working across multiple geographic markets.

The ideal candidate is a hands-on operational leader who understands residential maintenance, can effectively manage employees working remotely, and knows how to balance service quality, resident satisfaction, and responsible spending.

Responsibilities

Maintenance Operations and Service Standards

• Establish and maintain consistent maintenance procedures, service expectations, and operational practices across multiple markets.

Turns and Make-Ready Management

• Direct turn and make-ready activities to ensure vacant homes are prepared for occupancy on schedule and within established budgets.
• Maintain consistent standards for property readiness, workmanship, and turn completion timelines.
• Review complex turns, major repairs, and rehabilitation scopes, providing direction and approvals within established authority limits.
• Coordinate with leasing and property management teams to minimize vacancy downtime.

Vendor Management and Expense Control

• Review repair scopes, evaluate competitive vendor bids, and approve maintenance expenditures within established authorization limits.
• Monitor vendor pricing, responsiveness, workmanship, and overall performance.
• Ensure vendor work is properly documented and verified prior to invoice approval.
• Identify opportunities to manage expenses without compromising property quality or resident satisfaction.

Team Leadership and Performance Management

• Supervise, coach, and evaluate maintenance technicians and turn personnel across multiple geographic markets.
• Establish expectations for productivity, responsiveness, documentation, workmanship, and customer service.
• Monitor individual and team performance, provide regular feedback, and address performance concerns.
• Support hiring, training, onboarding, and ongoing employee development.

Escalations and Resident Experience

• Serve as the primary escalation point for complex maintenance issues, unresolved service requests, recurring repairs, and significant resident concerns.
• Coordinate responses to urgent repairs, property damage, and maintenance emergencies.
• Partner with property management teams to resolve concerns professionally and efficiently.

Reporting and Operational Coordination

• Track maintenance and turn performance, including work order completion, outstanding requests, turn timelines, repair expenses, and vendor performance.
• Review operational results and implement improvements when performance falls below expectations.
• Coordinate with internal departments to support property readiness, maintenance priorities, and financial accountability.
• Reinforce safe work practices and compliance with company policies.

Emergency Response

• Willing to participate in a rotating emergency on-call schedule to coordinate maintenance and vendor response when needed.
• Provide operational guidance during urgent situations to ensure timely resolution.
• Oversee service request performance, ensuring work is appropriately prioritized, assigned, documented, and completed in a timely manner.
• Identify recurring maintenance concerns, preventive maintenance opportunities, and improvements to service efficiency.

Qualifications

• High school diploma or equivalent required; technical training or certifications preferred.
• Minimum 5 years of residential maintenance experience, including at least 2 years in a supervisory or management role.
• Strong working knowledge of residential HVAC, plumbing, electrical, appliances, and general home repairs.
• Experience managing maintenance personnel, coordinating vendors, and overseeing repair expenditures.
• Ability to effectively supervise employees across multiple locations without daily in-person oversight.
• Strong organizational, communication, leadership, coaching, and problem-solving skills.
• Sound judgment when evaluating repair scopes, vendor pricing, and maintenance priorities.
• Proficiency with Microsoft Office and property management software.
• Experience with Single-Family Rental, Build-For-Rent, or multifamily property management preferred.
• EPA certification preferred.
• Valid driver's license and reliable transportation for occasional property visits.
• Knowledge of safety regulations and OSHA requirements; ability to communicate clearly in English.

Compensation & Benefits

• 15 Days of PTO
• Paid Holidays
• Company Paid Medical, Vision, Dental Coverage
• 401(k) with Safe Harbor Match
• Life Insurance (Base & Supplemental)
• Short Term Disability, Critical Illness, Accident, and Hospital Indemnity Insurance