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.

Essential Duties and Responsibilities:

Leadership and Team Management

• 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.

Operations Management

• 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.

Customer Relationship Management

• 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.

Financial Management

• 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.

Business Development and Growth

• 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.

Quality Assurance and Safety

• 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.

Administrative Responsibilities

• 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.

Key Performance Indicators (KPIs)

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

Qualifications:

Education/Experience

• 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 understanding of landscape maintenance practices, irrigation systems, horticulture, and enhancement services.
• Experience managing budgets, financial reporting, and operational performance metrics.
• Strong organizational, problem-solving, and decision-making skills.
• Excellent communication, leadership, and customer relationship skills.
• Proficiency in Microsoft Office, CRM systems, and landscape management software.
• Valid driver's license with an acceptable driving record.

Language Skills

• Ability to read, write, and comprehend English. Spanish speaking ability a plus
• Ability to speak effectively, present information, and answer questions before employees and clients
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
• Ability to write routine reports and correspondence. 

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, and volume.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to analyze and interpret business periodicals, professional journals, technical procedures, governmental regulations, etc.
• Ability to interpret a variety of instructions in written, oral, diagram, and/or schedule format
• High-level decision-making authority, requiring frequent independent deliberation

Certificates, Licenses, and Registrations

• As required by state and federal law
• Valid WA State drivers license with 3 years of a clean driving record
• Certified Landscape Technician (CLT) and/or other relevant licenses including; Pesticide License, Certified Irrigation Technician, and Interlocking Concrete Paver Institute.

Computer Skills

Intermediate to advanced understanding or Microsoft Excel, Word, and Outlook

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is typically performed in an office building half of the day. The other half of the day will be spent at client/job sites to discuss job bids and perform quality control at job sites. The position will occasionally assist with picking up job materials. While performing the duties of this job, the employee is regularly required to: see, stand, walk (on paved or uneven terrain), use hands or arms to reach, push, pull, handle, or feel such as when they perform job bids and perform quality control at job sites. The employee will regularly be required to hear and speak with clients, coworkers and their supervisor. Employee must be able to work in close contact with small and large groups. The employee will regularly sit when in a vehicle travelling to and from clients or while working on reports or working at the computer. Employee must regularly be able to lift 10 lbs. and may occasionally be able to lift up to 25 lbs.

Compensation

85k - 100k, with opportunities for variable compensation based on performance.

Travel Requirements

This position will regularly be required to travel by driving to client locations on a daily basis.