Service Operations Manager in Baltimore

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Job DescriptionJob Description

SUMMARY

The Service Operations Manager provides strategic leadership and operational support and guidance for Regional Service Manager(s) and the broader maintenance teams to achieve consistent high-level financial operations across a portfolio of multifamily communities. This role ensures each property meets or exceeds company standards for maintenance of quality, asset preservation, safety, and satisfaction. The Service Operations Manager partners closely with Vice President of Property Management, Regional Service Manager(s), Regional Managers, and Community Managers to drive performance, optimize maintenance processes, monitor KPI’s, and develop high-performing service teams throughout the organization.

The ideal candidate would be based in the Southeast or Mid-Atlantic region close to a major airport.

CORE RESPONSIBILITIES:

Strategic Leadership & Operations

• Develop and execute regional service manager(s) strategies that align with corporate goals and operational standards.
• Establish maintenance benchmarks, performance metrics, and operational KPIs across all properties.
• Evaluate property performance through regular review of the quarterly inspections, and audits completed by Regional Service Manager.
• Create and implement standard operating procedures (SOPs) for maintenance, safety, and preventive programs to standardize operations across the portfolio.
• Lead sustainability, energy efficiency, and asset preservation initiatives to enhance long-term property value.
• Collaborate with Vice President of Property Management and Regional Manager(s) on strategy and resource planning.

Team Leadership & Talent Development

• Lead and provide guidance, training, and support to Regional Service Managers, and Service Managers.
• Coordinate with Regional Manager(s) on assessing team capabilities and succession planning.
• Foster a strong service culture focused on accountability, safety, and satisfaction.
• Identify and deliver ongoing technical and leadership training programs.
• Create career growth paths for Service technicians, improving overall retention.

Capital Projects & Asset Management

• Coordinate with Asset Management, and Construction on capital projects, renovations as appropriate and requested. Manage planning, bidding, execution, and deferred maintenance projects.
• Provide input for long-term asset planning.

Budget & Financial Management

• Collaborate with Vice President of Property Management, Regional Manager(s), Construction, Regional Service Manager(s) to prepare annual maintenance and capital budgets.
• Identify cost-saving opportunities through operational efficiencies, vendor partnerships, and preventive maintenance programs.

Safety, Risk & Compliance

• Create and implement a plan regarding compliance with OSHA, EPA, NFPA, and local building and safety codes across all communities.
• Champion safety culture through regular audits, training programs, and policy enforcement.
• Create and implement emergency response planning, disaster recovery, and risk mitigation strategies.

Vendor & Contractor Management

• Assist in managing relationships with key regional and service providers.
• Evaluate vendor performance and compliance with company policies

QUALIFICATIONS

Education

• Facilities Management, Construction Management, Engineering, or related field . Equivalent technical or military background may be considered.

Required Experience/Skills

• Minimum 8–10 years of progressive experience in property or facilities management, including 5+ years in a leadership or multi-site capacity within the multifamily housing industry.
• Proven success managing maintenance operations, large capital projects, and cross-functional teams.
• Strong understanding of building systems (HVAC, plumbing, electrical, structural, and mechanical).
• Deep knowledge of multifamily operations, maintenance best practices, and regulatory compliance.
• Excellent financial, analytical, and project management skills.
• Proficiency in maintenance and property management software (Yardi or RealPage).
• Exceptional communication, leadership, and team development skills.
• Ability to mentors service teams and leaders using persuasion, data, and best practices to improve performance.

Certifications

• EPA Section 608 Universal HVAC Certification
• Certified Apartment Maintenance Technician (CAMT)
• OSHA 30-Hour Safety Certification

PHYSICAL ACTIVITY AND ENVIRONMENTAL DEMANDS

• Travel required (25% - 50%) to inspect properties and support the Regional Service Managers.
• Hybrid or field-based role with office and on-site presence.
• May require after-hours availability for regional emergencies or project oversight.
• To work outdoors in the climate of the region that the property is located.
• To be able to safely use manual and power tools weighing up to 40 pounds
• To be able to safely carry, set-up and climb ladders and sections of scaffolding weighing up to 125 pounds, which reach heights of 40 feet
• To assist in the safe and proper transportation and set-up of appliances, furniture, building materials, tools, supplies, and equipment up to 250 pounds. Such transportation will require the use of hand trucks and may necessitate the climbing of flights of stairs.

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