Regional Service Manager

At Mill Creek Residential we are committed to building a diverse, equitable and inclusive workplace where our associates can grow and bring their whole selves to work. This starts with our recruiting and hiring process. We want you to know that we encourage you to apply if this job excites you, even if you don’t meet 100% of the requirements. You may just be the right candidate for this role, or another role and make your mark at Mill Creek.

The Regional Service Manager is responsible for maximizing the operating performance of his or her portfolio including direct oversight of the on-site Service Managers, systems, the selection and oversight of third-party vendors and quality control. The Regional Service Manager demonstrates effective management and development of personnel through constructive coaching and high expectations for great customer service. He or she ensures the communities continue to remain in peak physical condition. 

Reports to: Vice President has primary authority and works with the Regional Service Manager to determine the exact "day-to-day" duties. Decisions will take into account the Regional Service Manager's skills, experience, career goals, and how the individual best fits the working requirements of the community.

Essential Functions/Responsibilities

• Manage maintenance operations related to the portfolio such as staff recruitment/retention, training, financial budget planning and performance, customer service and third-party vendor/suppliers, control expenses and improve customer satisfaction

• Oversee critical services and physical operations while developing a defined scope of work for both normal and serious operations

• Confirm operating procedures, maintenance, and vendor management standards of contracts are met in a cost effective, safe, and efficient manner

• Manage account level execution and profitability for either technical or soft services, or a combination of both

• Write, review, and negotiate construction project and service contracts

• Ensure delivery of services with a high level of customer satisfaction, and identify opportunities to expand contract scope management of the assigned region

• Regulatory compliance experience with understanding of PM procedures and industry standards

• Ensure appropriate risk mitigation procedures are implemented including disaster response

• Able to successfully use communication and interpersonal skills to properly correspond with executive management, vendors, customers and others at all levels

• Know and adhere to all policies and procedures contained in the manuals issued by Mill Creek Residential or as otherwise communicated to associates

• Ensure compliance with all Federal, State and local laws

• Consistently abide by Fair Housing and OSHA regulations

• address and complete all other duties as assigned

• Embody the Mill Creek mission, values and brand promise in all that he or she does

• Travel Requirements: This position involves 50-60% travel to visit and provide support to communities within the Regional Service Manager's portfolio, ensuring consistent oversight, conducting inspections, and addressing onsite needs effectively.

• Provide guidance to construction and development teams on future deals, ensuring maintenance-related feedback is incorporated during the planning stages.

• Assist construction teams with performing standard walks to ensure a quality product is turned over to the team and meets company standards.

Associate Management and Development

• Responsible for recruiting, hiring, associate scheduling, work assignments, training and performance evaluations

• Empower, engage and develop associates to achieve great performance and desired business outcomes.

• Establish goals and accountability for team. Provide feedback, coaching and support to drive achievement of established goals, reward success: hold one on one meetings with staff members

• Support associate development.  Provide targeted training and growth opportunities

• Champion and enforce the Mill Creek Brand Promise, Service Standards and Manifesto

• Address and complete all other duties as assigned

Education and/or Experience

• High School Diploma or equivalent required; college degree preferred

• Minimum of 5 years of on-site property experience. Mill Creek will also consider applicants with 10 years supervisory experience in a service related business with appropriate certification(s) and mana