Director of Maintenance

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the maintenance operating system from the initial request intake to scheduling, field execution, documentation, billing handoff, and project closeout.

• Establish emergency and routine service levels, escalation protocols, quality benchmarks, and communication standards.

• Conduct weekly maintenance operating reviews that encompass backlog, aging, scheduled tasks, emergencies, callbacks, staffing, vendor capacity, and financial performance.

• Ensure precise work-order status updates, effective scheduling, resident communication, vendor communication, and after-hours transitions.

• Hold the Project Manager/Estimator accountable for scopes, estimates, schedules, project delivery, change management, documentation, and project margins.

• Utilize the Field Operations Specialist for inspections, technical troubleshooting, complex tasks, field recommendations, and workmanship evaluations.

• Maintain decision-ready records in PropertyMeld, Buildium, approved trackers, and other relevant source systems.

• Directly oversee field staff, including setting expectations, scheduling, coaching, attendance, disciplinary actions, development, and staffing decisions.

• Define the skills, productivity expectations, quality standards, safety protocols, and documentation requirements for field roles.

• Develop labor and vendor capacity plans to address seasonal demands, portfolio growth, emergency coverage, and project commitments.

• Create onboarding and training programs for field staff, coordinators, estimators, and vendors.

• Manage the maintenance budget, labor plan, vendor strategy, gross-margin analysis, billing accuracy, and material cost controls.

• Evaluate vendor performance, pricing, availability, insurance requirements, service quality, and replacement risks.

• Collaborate with Finance to reconcile operations with billing, payroll, vendor invoices, receivables, and departmental reporting.

• Coordinate cross-departmental handoffs with Property Operations, Leasing, Customer Success, On Ramp, Finance, and Systems/Data.

• Transform maintenance data into executive action plans and present recommendations on risks and corrective measures to the COO and CEO.

• Develop and maintain maintenance playbooks for routine tasks, emergencies, projects, inspections, vendor utilization, resident communication, and billing handoff.

⛳️ Requirements

• Extensive progressive experience in leading maintenance, facilities, construction services, field operations, or a similar multi-site service function.

• Proven experience in people management, including setting performance expectations, coaching, disciplinary actions, hiring, staffing, and direct accountability for a field team.

• Familiarity with work-order operations, emergency response, estimating, project delivery, vendor management, quality control, and safety practices.

• Experience managing a departmental budget, labor capacity, vendor costs, billing accuracy, and operational metrics.

• Ability to differentiate between technical expertise and people leadership, assigning responsibilities accordingly.

• Excellent written and verbal communication skills, follow-through, documentation abilities, and comfort in holding staff, vendors, and peers accountable.

• Experience with property management, maintenance management, scheduling, reporting, and collaborative systems.

• Capability to lead a distributed team across field and remote functions.

• Preferred: experience in residential property management, condominium/HOA management, multifamily operations, or an in-house maintenance business.

• Preferred: familiarity with PropertyMeld, Buildium, QuickBooks Online, Google Workspace, and workflow or reporting automation.

• Preferred: demonstrable results in enhancing response times, reducing backlog aging, improving gross margin, ensuring billing accuracy, increasing vendor capacity, minimizing callbacks, or boosting field productivity.

• Preferred: relevant qualifications in trade, construction management, facilities management, project management, or safety.

🏝️ Benefits

• Employer-sponsored health coverage; eligibility, plan details, and employer contributions are governed by the relevant benefit plan and offer letter.

• 15 paid days of PTO each year, subject to company policy.

• 5 paid sick days annually, subject to company policy and applicable laws.

• Paid holidays in accordance with the company's holiday calendar.