Manager of Service Operations

Downstreet’s Real Estate Development; Barre (VT); On-site; USD 75,000 - 82,000; Full time

Benefits offered by this job

403(b) with company match up to 4.5%

Dental insurance

Life insurance

Long-term disability

Paid leave (vacation, sick, personal)

Short-term disability

Job summary

Downstreet is seeking an experienced Manager of Service Operations to lead a geographically dispersed team responsible for daily services across our affordable housing portfolio. You will build a strong staff culture, set clear expectations, and drive continuous improvement through streamlined workflows and technology.

The role emphasizes people management, process design, and cross-team collaboration. Strong project management and communication skills are essential, with a willingness to learn

Qualifications

• Demonstrated success supervising and developing staff, including setting clear expectations and accountability.
• Strong experience designing, implementing, or improving operational systems and workflows.
• Comfort with technology and experience implementing software within a team.
• Excellent organizational and project-management skills with ability to manage competing demands.
• Strong written and verbal communication, collaboration, and customer service skills.

Responsibilities

• Lead, supervise, coach, and support staff with clear expectations and accountability.
• Establish systems for assigning, prioritizing, tracking, and completing work across multiple sites.
• Modernize the team’s use of technology and property management systems to improve efficiency.
• Develop and monitor performance measures for work orders, turnovers, maintenance, and resident impact.
• Coordinate inspections, emergencies, and after-hours responses to keep life-safety systems operational.
• Manage vendors, contracts, and decisions on in-house vs contracted work.
• Develop and manage departmental budgets and tools for purchasing and inventories.

Skills

Staff supervision

Operations systems

Technology adoption

Project management

Communication

Tools

MS Office Suite

Property management software

Job description

Thank you for your interest in joining our team!

We are currently looking for a Manager of Service Operations to join our team!

Downstreet is seeking an experienced and highly organized manager to lead the team responsible for the day‑to‑day services that keep our affordable housing portfolio safe, functional, and well cared for. We are looking first and foremost for an excellent people manager and systems thinker: someone who knows how to build a strong team, establish clear expectations, improve workflows, use technology effectively, and create systems that help people do their best work.

You do not need to be a maintenance or building systems expert to be successful in this role. Experience in facilities, maintenance, construction, property management, or building operations is a plus, but we are equally interested in candidates who bring strong management and operational leadership experience from other fields and are excited to learn the technical side of the work.

Key Responsibilities

Lead, supervise, coach, and support staff, creating clear expectations, accountability, strong communication, and opportunities for staff development.

Establish effective systems for assigning, prioritizing, tracking, and completing work across a geographically dispersed housing portfolio.

Lead the modernization of the team’s use of technology, including work‑order and property management systems, mobile tools, data, and other technology that can improve communication, efficiency, and service to residents.

Develop and monitor performance measures for work orders, unit turnovers, preventive maintenance, response times, completion, quality, and resident impact, and use that information to continuously improve operations.

Oversee work orders, unit turnovers, preventive maintenance, grounds, custodial, and seasonal operations, working with staff and outside technical experts as needed.

Build effective processes for communication and coordination among service operations, property management, asset management, and other Downstreet teams.

Coordinate inspections, emergency repairs, and after‑hours response and ensure appropriate systems are in place to keep life‑safety and critical building systems operational.

Manage vendors and contracts, including bids, purchasing, invoices, contractor performance, and decisions about when work is best performed internally or contracted externally.

Develop and manage departmental budgets and systems for tools, vehicles, equipment, purchasing, and inventories.

Partner with property and asset management on capital planning, rehabilitation, and development projects, including supporting the coordinated handoff of newly developed properties from development to ongoing operations.

Ensure appropriate systems are in place to meet safety, fair housing, building, fire, environmental, and other requirements and maintain necessary records.

Communicate respectfully with residents and staff and represent Downstreet professionally.

Education & Experience

Demonstrated success supervising and developing staff, including setting clear expectations, providing feedback, addressing performance issues, supporting professional growth, and building an effective team.

Strong experience designing, implementing, or improving operational systems and workflows.

Demonstrated comfort with technology and experience successfully implementing or improving the use of software or other technology within a team.

Strong organizational and project‑management skills, including the ability to establish priorities, manage competing demands, and ensure follow‑through.

Ability to use data and performance information to identify problems, make decisions, and improve operations.

Experience managing budgets, purchasing, vendors, contracts, or other operational resources.

Demonstrated ability to solve problems, make sound decisions, and remain calm and organized when priorities shift or emergencies arise.

Strong written and verbal communication, collaboration, and customer service skills.

Proficient in Microsoft Office Suite and comfortable learning and becoming highly proficient in property management, work‑order, and other operational software.

Experience with facilities, property maintenance, construction, building operations, property management, or a related field is preferred but not required.

Interest in learning about building systems, preventive maintenance, safety practices, and the operational requirements of affordable housing.

Commitment to equity and inclusion, social and economic justice, and safe, respectful homes for residents.

Valid Vermont Driver’s License and ability to travel regularly among Downstreet properties.

Physical Requirements

Frequent travel and ability to access all sites, buildings, apartments, and facilities, including stairs and uneven surfaces.

Ability to spend time at housing sites and work indoors and outdoors in varied weather conditions.

Ability to respond to occasional after‑hours emergencies.

Compensation

$75,000 to $82,000 per year.

Downstreet also provides a comprehensive benefits package, which includes:

• 403(b) with company match up to 4.5%
• Dental insurance benefits
• Life insurance and long‑term disability benefits
• Generous paid leave allowances (vacation, sick, and personal time)
• Short‑term disability

Downstreet is strongest when we have a team that represents a variety of backgrounds, perspectives, and skills. We know that the more inclusive we are, the better our work will be. We are an equal employment opportunity employer, and all qualified applicants, regardless of race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, disability, or Veteran status are encouraged to apply.

Downstreet is an equal opportunity employer, and all qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.