Regional Service Director

Job Title: Regional Service Director
Department: Operations / Service & Maintenance
Reports To: Managing Director of Service & Construction
FLSA Status: Exempt

Position Summary

The Regional Service Director (RSD) is a senior operations leader responsible for overseeing maintenance, service, and capital execution across a regional portfolio of multifamily communities. This role provides direct leadership to Senior Service Directors, Service Directors, and Service Managers, ensuring consistent execution of maintenance standards, preventive maintenance programs, safety compliance, budget adherence, and resident satisfaction.

The RSD partners closely with Operations, Asset Management, Construction, Capital Projects, and Vendors to drive performance, reduce risk, and support both stabilized and transitioning assets.

Key Responsibilities

Operational Leadership

Provide regional oversight for all service and maintenance operations across assigned portfolio

Lead, coach, and develop Senior Service Directors, Service Directors, and Service Managers

Establish clear performance expectations, accountability, and follow-through

Conduct regular site visits, audits, and operational reviews

Support new acquisitions, lease-ups, and transitions as needed

Provide support and operational leadership across other regions and markets as business needs dictate, including temporary coverage during vacancies, acquisitions, transitions, special projects, and emergency situations

Partner with Operations leadership to ensure consistent execution of company standards across all assigned communities

Maintenance & Service Excellence

Ensure consistent execution of preventive maintenance programs

Oversee service request management, turn times, and quality control

Drive standardization of processes, tools, and reporting across communities

Address chronic maintenance issues and implement long-term solutions

Promote a culture of safety, compliance, and professionalism

Ensure communities maintain readiness for internal inspections, client inspections, HUD/NSPIRE inspections, lender inspections, and other regulatory reviews

Financial & Capital Oversight

Partner with Asset Management on annual budgets, forecasts, and variance reviews

Oversee execution of capital projects and value-add initiatives within scope

Assist with bid reviews, scope development, and vendor selection

Monitor maintenance spend, contracts, and service agreements

Identify opportunities for cost savings and operational efficiencies

Support due diligence efforts, capital planning, and property condition assessments as needed

People Development & Training

Develop succession plans for key service roles

Support onboarding and training of new Service Directors and team members

Lead regional training initiatives and best-practice sharing

Partner with HR on recruiting, performance management, and corrective action

Champion leadership development and career progression within service teams

Conduct routine performance reviews, coaching sessions, and development planning for direct reports

Vendor & Partner Management

Manage regional vendor relationships and performance

Ensure contract compliance, insurance requirements, and service standards

Support negotiation of pricing, scopes, and regional agreements

Resolve vendor issues and escalate as needed

Collaborate with vendors to improve service delivery, responsiveness, and cost efficiency

Risk Management & Compliance

Ensure compliance with OSHA, Fair Housing, local codes, HUD requirements, and company policies

Oversee inspections, life-safety systems, and regulatory requirements

Reduce operational risk through proactive planning and documentation

Support insurance, warranty, and claim-related matters

Assist communities with preparation, execution, and corrective action plans related to HUD/NSPIRE, REAC, and other regulatory inspections

Ensure proper documentation and follow-up of compliance-related deficiencies and corrective actions

Qualifications

Required

7+ years of multifamily maintenance or service leadership experience

3+ years in a multi-site or regional leadership role

Strong knowledge of building systems (HVAC, plumbing, electrical, life safety)

Proven ability to lead, coach, and develop high-performing teams

Experience managing budgets, capital projects, and vendors

Strong communication, organization, and decision-making skills

Strong understanding of multifamily compliance, life-safety requirements, regulatory inspections, and risk management practices

Experience preparing communities for and participating in HUD, NSPIRE, REAC, and other regulatory inspections

Demonstrated ability to develop and execute corrective action plans related to HUD/NSPIRE deficiencies and compliance requirements

Experience with maintenance and property management software platforms

Ability to travel regularly within assigned region

Ability to travel outside of assigned region and provide temporary support to other markets as business needs require

Valid driver's license and ability to operate a motor vehicle

Preferred

Experience with value-add renovations, repositioning projects, and lease-up communities

High-rise or mixed-asset portfolio experience

CAMT, CPO, EPA Universal, or similar industry certifications

Bachelor’s degree or equivalent industry experience

Key Competencies

Leadership & Accountability

Operational Excellence

Strategic Thinking

Financial Acumen

Problem Solving

Cross-Functional Collaboration

Change Management

Communication & Influence

Team Development

Physical & Travel Requirements

Frequent travel within assigned region (typically 50–70%)

Ability to travel outside of assigned region and provide temporary support to other markets as business needs require

Ability to respond to urgent operational issues, acquisitions, due diligence projects, major capital initiatives, and emergency situations across the portfolio

Ability to walk properties, climb stairs, ladders, and access mechanical areas

Ability to inspect roofs, equipment rooms, maintenance shops, and construction projects

Occasional lifting of up to 25 pounds

Ability to work occasional evenings and weekends as business needs require