Residential Service Manager – Maintenance & Ops Lead

Progress Residential, L.P.; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Generous time off

Learning & development opportunities

Culture that celebrates you

Job summary

Progress Residential, L.P. in Charlotte, NC seeks a Service Manager to lead service and maintenance operations for occupied single-family homes.

You will supervise a region-wide team, coordinate with vendors, and ensure timely resolution of resident requests while maintaining safety and compliance. The role demands strong vendor management, HUD/HQS knowledge where applicable, and the ability to balance costs with service quality.

Qualifications

• 5+ years of experience managing service, operations and maintenance in multi-family or related housing
• High School Diploma or equivalent required
• EPA certified to handle refrigerants
• Valid Driver’s License required
• Flexible hours may include some weekends and evenings
• Support for after-hours service technicians and/or vendors
• Review cost estimates and scopes of work; aware of current labor rates
• Effective communication with General and Sub-Contractors on scope, price and schedule
• Schedule and manage multiple contractors/crews across locations
• Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation
• Understanding of IBC building codes and rental property health and safety regulations
• Strong customer service; address concerns professionally
• Proficient with MS Office including Excel
• Manage remote administrative assistance
• SalesForce and/or Yardi experience strongly preferred
• Independent work with minimal supervision
• Ability to work in a fast-paced team environment
• Vendor relations: onboard vendors and negotiate pricing
• Manage larger projects outside subordinate scope
• Manage fleet vehicles and inventory

Responsibilities

• Demonstrate knowledge of lease documents and resident rules and regulations
• Manage service jobs for outstanding customer service and timely resolution for residents
• Monitor response times, resident satisfaction and portfolio productivity
• Review schedules and approve third-party vendors, pricing and invoices
• Provide technical support to service technicians for proper diagnosis and repair
• Ensure training for self and team and compliance with training programs
• Follow-up on service orders to ensure resident satisfaction
• Manage semi-annual home inspection program to improve satisfaction and lease occupancy
• Conduct property visits for occupancy and compliance checks
• Comply with procurement policy and manage fleet
• Oversee vendors to optimize outcomes while controlling costs
• Ensure health and safety rules compliance for properties
• Coordinate activities to maximize process efficiency
• Maintain workplace safety standards
• Perform performance management of personnel
• Communicate with Service Director, Portfolio Operations Director, tenants, owners, agencies
• Inspect Housing Choice Program properties for HUD/HQS compliance
• Document deficiencies and deadlines; follow-up inspections
• Document necessary work to meet standards and codes
• Complete paperwork for Progress Choice Homes programs
• Know HUD program rules and changes with Housing Choice and Rental Regulations
• Build relationships with local market teams and Housing Authorities
• Carry out other duties aligned with Progress Core Values

Skills

Leadership

Customer service

Communication

Vendor management

Scheduling

Problem solving

Cost awareness

Teamwork

MS Office

Remote admin support

Independent work

Education

High School Diploma or equivalent

EPA refrigerant certification

Tools

SalesForce

Yardi

MS Office (Excel)

Job description

Progress Residential, L.P. in Charlotte, NC seeks a Service Manager to lead service and maintenance operations for occupied single-family homes.

You will supervise a region-wide team, coordinate with vendors, and ensure timely resolution of resident requests while maintaining safety and compliance. The role demands strong vendor management, HUD/HQS knowledge where applicable, and the ability to balance costs with service quality.