Head of Client Support Services

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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.

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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.

ESSENTIAL FUNCTIONS

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

Carry out other duties as assigned that are in the best interests of the company

QUALIFICATIONS

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

Physical Demands:

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.

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