Senior Service Operations Manager

FirstKey Homes LLC; Earth City (MO); Hybrid; USD 90,000 - 130,000; Full time

Job summary

FirstKey Homes LLC seeks a Service Manager to lead the local Service Office and Field Operations, directing Lead Technicians, Service Coordinators, and Vendors to deliver safe, high-quality resident services across markets.

The role involves ~10% field time for inspections and performance reviews, ensuring budget compliance and exceptional customer service while promoting operational excellence.

Qualifications

• High School Diploma or equivalent.
• 6+ years of experience in service, maintenance, construction, or property management leadership.
• Proven experience managing teams, including Service Technicians, Coordinators, and Vendors.
• Strong financial acumen, with experience managing budgets, expenses, and cost controls.
• Proficiency in Microsoft Office Suite and service management software.
• Experience reviewing and understanding work scopes, cost estimates, and vendor contracts.
• Ability to manage multiple teams, projects, and priorities across a geographic area.
• Demonstrated experience leveraging data and reporting tools to track performance metrics, identify trends, and drive operational improvements.
• Experience using data to assess response times, service quality, resident satisfaction, and budget adherence.
• Demonstrated experience in safety compliance and operational best practices.

Responsibilities

• Lead service office and field operations teams to deliver safe, high-quality resident service.
• Oversee Lead Technicians, Service Coordinators, Service Technicians, and Vendors to ensure policy compliance and budget adherence.
• Allocate approx. 10% field time for inspections and performance evaluations across markets.
• Drive safety culture via policies, PPE, incident response, and ongoing training.
• Monitor fleet safety, vehicle policies, and driver performance.
• Ensure timely completion of service requests with focus on resident satisfaction and asset integrity.
• Manage service-related budgets, including work orders, fleet, and vendor costs.
• Develop and maintain strong vendor relationships and ensure contract compliance.
• Conduct field inspections to assess asset condition and resident experience.
• Use data to identify trends and implement continuous improvement in service delivery.

Skills

Leadership & Team Development

Data Analysis & Reporting

Problem-Solving & Decision-Making

Operations & Process Management

Performance Monitoring

Judgment & Prioritization

Financial Management

Negotiation & Vendor Management

Communication & Stakeholder Engagement

Time Management & Multitasking

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Yardi

Microsoft Office Suite

Job description

FirstKey Homes LLC seeks a Service Manager to lead the local Service Office and Field Operations, directing Lead Technicians, Service Coordinators, and Vendors to deliver safe, high-quality resident services across markets.

The role involves ~10% field time for inspections and performance reviews, ensuring budget compliance and exceptional customer service while promoting operational excellence.