Service Delivery Manager (Bilingual Required - Eng/Span) - MultiPro Property Solutions

Valet Living; Mountain View (CA); On-site; USD 70,500 - 75,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Flexible time off

Tuition reimbursement

Referral bonuses

Pet insurance

Job summary

Valet Living is seeking a Bilingual Service Delivery Manager to oversee daily Make Ready, Repair & Maintenance, and selected construction services across apartment communities. You will manage field operations, coordinate independent contractors, and ensure safety and quality while serving as the primary client contact for service delivery.

This field-based role requires English/Spanish bilingual skills, strong contractor management, and the ability to meet KPIs around turnaround times, client

Qualifications

• Bilingual English/Spanish required.
• Experience directing independent contractors and managing onsite delivery.
• Strong customer service orientation and ability to build client relationships.
• Proven ability to analyze issues and implement practical solutions.
• Experience with CRM and work order platforms; Salesforce preferred.

Responsibilities

• Oversee daily Make Ready, Repair & Maintenance and construction services across assigned communities.
• Ensure work is completed on time and meets quality standards; align with client expectations.
• Build and manage daily schedules using the work order management system.
• Source, select, and dispatch qualified independent contractors to meet demand.
• Conduct daily site visits to confirm job status, quality and compliance.
• Maintain communication with clients and contractors regarding job details and progress.
• Close out completed work orders to support timely contractor payment and accurate client billing.
• Coordinate follow-up repairs and return visits as needed.
• Manage service issues and escalations with leadership as required.

Skills

Bilingual English/Spanish

Field Leadership

Contractor Management

Customer Focus

Analytical

Education

High school diploma or GED

Associate degree preferred

Tools

Salesforce

Work order management system

Job description

Position Summary

We’re looking for a Bilingual Service Delivery Manager (SDM) who takes pride in execution, ownership, and delivering outstanding service. In this role, you’ll manage the day‑to‑day delivery of Make Ready and Repair & Maintenance services across a portfolio of apartment communities. You’ll oversee field operations, manage independent contractors, ensure quality and safety standards, and act as the primary contact for clients on service delivery.

Compensation & Work Environment Details

• Pay Range: $70,500 - $75,000
• Bonus: 10% annual target bonus (paid quarterly)
• Schedule: Full‑time
• Work Environment: Field‑based role with daily onsite presence
• Travel: Required within assigned territory

What You’ll Do

Daily Service Delivery & Site Management

• Oversee daily Make Ready, Repair & Maintenance, and selected construction services across assigned communities.
• Ensure work is completed on time, meets quality standards, and aligns with client expectations.
• Build and manage daily schedules using the work order management system.
• Source, select, and dispatch qualified independent contractors to meet demand.
• Conduct daily site visits to confirm job status, quality and compliance.
• Maintain communication with clients and contractors regarding job details and progress.
• Ensure contractors complete 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.

Safety & Quality Assurance

• Enforce safety standards and protocols across all job sites.
• Identify and address unsafe conditions; promptly report unresolved safety concerns.
• Complete incident reporting accurately and on time.
• Monitor performance metrics and implement corrective actions to maintain quality.
• Recommend process improvements that enhance efficiency, consistency, and customer satisfaction.

Independent Contractor Management

• Recruit, evaluate, and onboard qualified independent contractors proactively.
• Communicate client requirements, job scope and performance expectations clearly.
• Anticipate contractor capacity needs and address shortages before impact.
• Support contractor onboarding and compliance processes as needed.

Client & Property Relationships

• 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.
• Act as the primary point of contact for service‑related questions and escalations.
• Build strong, trust‑based relationships with onsite property teams.
• Educate clients and staff on MultiPro service offerings to drive adoption and satisfaction.

Team Support & Collaboration

• Provide guidance and support to less experienced Service Delivery Managers.
• Partner with Client Success Managers to resolve daily operational challenges.
• Collaborate with internal teams (Finance, HR, Marketing, Operations, IT) to support branch goals.

Continuous Improvement & General Responsibilities

• 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.

What We’re Looking For

• Service Operations Experience: 5+ years managing services in a high‑volume, transactional environment.
• Field Leadership: Proven experience directing independent contractors and managing onsite delivery.
• Language Skills: Bilingual (English/Spanish) required.
• Customer‑Focused: Strong commitment to service excellence and client satisfaction.
• Organized & Analytical: Able to manage multiple priorities, analyze issues, and implement solutions.
• Relationship Builder: Comfortable working directly with onsite decision‑makers and field partners.
• Problem‑Solver: Calm under pressure and adaptable to changing priorities.
• Tech‑Savvy: Experience with CRM and work order management platforms; Salesforce preferred.
• Subcontractor Recruiting: Experience sourcing and onboarding service contractors.
• Education: High school diploma or GED required; associate degree or higher preferred.

Physical & Job Requirements

• Travel within assigned territory using a personal vehicle.
• Walk properties, including stairs and large outdoor areas.
• Work outdoors in varying weather conditions.
• Valid driver’s license.
• Flexibility to work irregular hours based on business needs.

Why You’ll Love Working With Us

Work hard, grow fast. At MultiPro Property Solutions, we recognize talent, reward ambition, and promote from within. If you’re looking for a place where effort leads to opportunity, innovation is encouraged, and leadership is earned, you’ve found it.

Comprehensive Benefits

• Health Benefits: Medical, dental, and vision coverage for you and your family, plus an HSA with employer contributions and Flexible Spending Accounts.
• Financial Security: 401(k) with company match, life and disability insurance, AD&D, and business travel coverage.
• Flexible Time Off: No preset accruals – manage your time and balance work‑life your way, plus 10 company‑paid holidays.
• Professional Development: Tuition reimbursement up to $5,250 per year and access to our online education center.
• Additional Perks: Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs.

The final compensation offered will be determined based on various factors, including the candidate’s location, level of experience, and skill set. It may fall outside the range listed above.

The application window is anticipated to close 60 days from the date the job is posted.

Are you a current Valet Living employee? If so, click here to apply.

MultiPro Property Solutions is an Equal Opportunity Employer that values the strength diversity brings to the workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state, or local law.