Service Delivery Manager, Bilingual (Eng/Span)

Role Overview

• Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities
• Ensure work is completed on time, meets quality standards, and aligns with client expectations
• Build and manage daily schedules using the designated work order management system
• Source, select, and dispatch qualified independent contractors to meet service demand
• Conduct daily site visits to confirm job status, quality, and compliance
• Maintain consistent communication with clients and contractors regarding job details and progress
• Ensure contractors close work orders through the mobile app with required completion photos
• Close out completed work orders to support timely contractor payment and accurate client billing
• Coordinate follow-up repairs, touch-ups, and return visits as needed
• Manage service issues and escalations, partnering with leadership when required
• Achieve key service delivery KPIs such as go-back rates, work order turnaround, contractor app usage, and client retention
• Enforce safety standards and protocols across all job sites
• Identify and address unsafe conditions; escalate unresolved safety concerns promptly
• Ensure incident reporting is completed accurately and on time
• Monitor performance metrics and implement corrective actions to maintain service quality
• Recommend process improvements that enhance efficiency, consistency, and customer satisfaction
• Proactively recruit, evaluate, and onboard qualified independent contractors
• Clearly communicate client requirements, job scope, and performance expectations
• Anticipate contractor capacity needs and address shortages before they impact service
• Support contractor onboarding and compliance processes as needed
• Support new community launches by conducting property walks with Maintenance Directors and Client Success Managers
• Align on job scope, service standards, pricing, and change order processes
• Serve as the primary point of contact for service-related questions and escalations
• Build strong, trust-based relationships with onsite property teams
• Educate clients and property staff on MultiPro service offerings to drive adoption and satisfaction
• Provide guidance and support to less experienced Service Delivery Managers
• Partner with Client Success Managers to resolve daily operational challenges
• Collaborate with internal teams including Finance, HR, Marketing, Operations, and IT to support branch goals
• Communicate escalated risks or service concerns to leadership in a timely manner
• Identify opportunities to improve service delivery and operational processes
• Take on additional responsibilities as needed, demonstrating flexibility and ownership

Requirements

• 5+ years managing services in a high-volume, transactional service environment
• Proven experience directing independent contractors and managing onsite service delivery
• Bilingual (English/Spanish) required
• Strong commitment to service excellence and client satisfaction
• Able to manage multiple priorities, analyze issues, and implement solutions
• Comfortable working directly with onsite decision-makers and field partners
• Calm under pressure and adaptable to changing priorities
• Experience with CRM and work order management platforms; Salesforce preferred
• Experience sourcing and onboarding service contractors
• High school diploma or GED required; associate degree or higher preferred

Benefits

• Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts
• 401k with company match
• Life and disability insurance, AD&D, and business travel coverage
• No preset accruals—manage your time and work-life balance your way, plus 10 company-paid holidays
• Tuition reimbursement up to $5,250 per year and access to our online education center
• Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs