Residential Maintenance Division Manager

W3Global; Renton (WA); On-site; USD 85,000 - 100,000; Full time

Job summary

W3Global in Renton, WA seeks a Residential Maintenance Division Manager to lead the end-to-end operations of our residential landscape maintenance division, driving growth, profitability, and exceptional service. You will oversee field operations, scheduling, budgeting, quality control, safety, and client relations, while developing staff and coordinating with irrigation, installation, and support teams.

A bachelor’s degree and at least 5 years of landscape management experience are preferred,

Qualifications

• Bachelor's degree in Business Management, Horticulture, Landscape Management, or a related field preferred.
• Minimum of 5 years of landscape maintenance management experience, preferably within residential services.
• Proven leadership experience managing multiple crews, supervisors, and operational teams.
• Strong understanding of landscape maintenance practices, irrigation systems, horticulture, and enhancement services.
• Experience managing budgets, financial reporting, and operational performance metrics.
• Strong organizational, problem-solving, and decision-making skills.
• Excellent communication, leadership, and customer relationship skills.
• Proficiency in Microsoft Office, CRM systems, and landscape management software.
• Valid driver's license with an acceptable driving record.

Responsibilities

• Lead, coach, and develop supervisors, crew leaders, technicians, and support staff within the residential maintenance division.
• Oversee daily operations to ensure efficient execution of all residential maintenance services.
• Manage scheduling, manpower allocation, equipment utilization, and route efficiencies.
• Ensure work is completed according to quality standards, contract specifications, and customer expectations.
• Develop strategies to improve customer retention and overall client satisfaction.
• Prepare and maintain operational reports, performance metrics, and division KPIs.
• Identify opportunities to expand services within the existing customer base.

Skills

Leadership

Team management

Budgeting

Customer relations

Communication

Problem solving

Microsoft Office

CRM systems

Education

Bachelor's degree in Business Management/related field

CLT certification preferred

Tools

Landscape management software

Microsoft Excel

Job description

Position Summary

The Residential Maintenance Division Manager is responsible for the overall leadership, growth, profitability, and operational success of a residential landscape maintenance division. This position oversees field operations, customer service, employee management, budgeting, scheduling, quality control, and business development efforts within the residential market.

The Division Manager ensures exceptional service delivery while maintaining a strong focus on employee development, customer retention, safety, and financial performance.

Essential Duties And Responsibilities

• Leadership and Team Management
• Lead, coach, and develop supervisors, crew leaders, technicians, and support staff within the residential maintenance division.
• Foster a culture of accountability, professionalism, safety, teamwork, and exceptional customer service.
• Recruit, interview, hire, train, and retain high-performing team members.
• Conduct regular employee performance reviews and provide ongoing coaching and development opportunities.
• Establish clear performance expectations and hold team members accountable for achieving operational goals.
• Resolve employee concerns, conflicts, and disciplinary matters in accordance with company policies.

Operations Management

• Oversee daily operations to ensure efficient execution of all residential maintenance services.
• Manage scheduling, manpower allocation, equipment utilization, and route efficiencies.
• Ensure work is completed according to quality standards, contract specifications, and customer expectations.
• Conduct regular site inspections and quality control audits.
• Develop and implement operational processes that improve productivity, efficiency, and service quality.
• Coordinate with irrigation, enhancement, installation, and support departments to ensure seamless service delivery.

Customer Relationship Management

• Build and maintain strong relationships with residential clients.
• Serve as the primary escalation point for customer concerns, service issues, and client satisfaction matters.
• Conduct regular property visits and customer meetings to evaluate service quality and identify opportunities for improvement.
• Ensure timely resolution of customer requests, concerns, and warranty issues.
• Develop strategies to improve customer retention and overall client satisfaction.

Financial Management

• Manage division budgets, revenue goals, profitability targets, and operational expenses.
• Monitor labor, equipment, materials, and subcontractor costs to ensure profitability objectives are achieved.
• Review monthly financial reports and identify opportunities to improve financial performance.
• Participate in annual budgeting and forecasting processes.
• Ensure accurate timekeeping, job costing, billing, and invoice approval procedures are followed.

Business Development and Growth

• Identify opportunities to expand services within the existing customer base.
• Collaborate with business development and sales personnel to support division growth initiatives.
• Develop strategies to increase customer retention and recurring revenue.
• Assist in the preparation and presentation of proposals for maintenance renewals, enhancements, and additional services.
• Identify market trends and recommend new services that support company growth objectives.

Quality Assurance and Safety

• Ensure compliance with company safety policies, procedures, and applicable regulatory requirements.
• Conduct regular safety meetings, job site inspections, and safety training programs.
• Monitor and enforce quality standards across all maintenance operations.
• Maintain accountability for vehicle, equipment, and property care within the division.
• Investigate accidents, incidents, and property damage claims and implement corrective actions when necessary.

Administrative Responsibilities

• Prepare and maintain operational reports, performance metrics, and division KPIs.
• Track and report customer retention, labor utilization, productivity, revenue, profitability, and quality metrics.
• Manage division inventory, equipment replacement planning, and resource allocation.
• Ensure accurate documentation of customer interactions, service requests, and operational activities.
• Participate in leadership meetings and contribute to strategic planning initiatives.

Key Performance Indicators (KPIs)

• Success in this role will be measured by:
• Residential customer retention rate
• Division revenue growth
• Gross profit performance
• Labor efficiency and productivity
• Quality control inspection scores
• Employee retention and development
• Safety performance and incident reduction
• Service enhancement sales growth
• Customer satisfaction ratings
• Budget and expense management results

Education and Experience

• Bachelor's degree in Business Management, Horticulture, Landscape Management, or a related field preferred.
• Minimum of 5 years of landscape maintenance management experience, preferably within residential services.
• Proven leadership experience managing multiple crews, supervisors, and operational teams.
• Strong understanding of landscape maintenance practices, irrigation systems, horticulture, and enhancement services.
• Experience managing budgets, financial reporting, and operational performance metrics.
• Strong organizational, problem-solving, and decision-making skills.
• Excellent communication, leadership, and customer relationship skills.
• Proficiency in Microsoft Office, CRM systems, and landscape management software.
• Valid driver's license with an acceptable driving record.

Language Skills

• Ability to read, write, and comprehend English.
• Spanish-speaking ability is a plus.
• Ability to communicate effectively, present information, and answer questions before employees and clients.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, and volume.
• Reasoning Ability
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to analyze and interpret business periodicals, professional journals, technical procedures, governmental regulations, and related materials.
• Ability to interpret a variety of instructions in written, oral, diagram, and schedule formats.
• Demonstrated ability to exercise sound independent judgment and make high-level operational decisions.
• Certificates, Licenses, and Registrations
• Required licenses and certifications as applicable under state and federal law.
• Valid driver's license with an acceptable driving record.
• Certified Landscape Technician (CLT) and/or other relevant certifications or licenses, such as pesticide applicator, certified irrigation technician, or interlocking concrete paver certifications, preferred.

Computer Skills

• Intermediate to advanced proficiency with Microsoft Excel, Word, and Outlook.
• Experience with CRM and landscape management software preferred.

Physical Demands

• The physical demands described are representative of those that must be met to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
• The work is typically performed in an office environment approximately half of the day, with the remaining time spent at client and job sites conducting site visits, discussing bids, and performing quality control inspections. The position may occasionally assist with picking up job materials.
• While performing the duties of this position, the employee will regularly be required to:
• See, stand, and walk on paved or uneven terrain.
• Use hands and arms to reach, push, pull, handle, or feel.
• Communicate with clients, coworkers, employees, and supervisors.
• Work independently and in close contact with small and large groups.
• Sit while traveling between client locations and while performing computer-based administrative work.
• Regularly lift up to 10 pounds and occasionally lift up to 25 pounds.

Compensation

• $85,000-$100,000 annually, with opportunities for variable compensation based on performance.

Travel Requirements

• This position requires regular daily travel by vehicle to client and job locations.