Regional Operations Manager, Maintenance

Summary

Join Pacaso and oversee West Coast regional operations for Repairs and Maintenance, building and leading a team across multiple sub-markets. Support the Regional Director in developing a scalable Maintenance model, maximizing profitability and delivering world-class properties. Partner with cross-functional leaders to drive down costs, increase revenue, and optimize regional performance. Direct daily operations, develop SLAs, manage KPIs, and report to leadership. Ensure successful onboarding of new properties and vendor project completion. Develop a vendor sourcing and management strategy, building Pacaso's reputation and negotiating cost-effective terms. Hold vendors accountable to quality standards and manage claims. Establish standards of excellence for recurring services and ensure compliance. Collaborate with the Sr. Manager of Capital Projects and Home Managers to deliver an exceptional owner experience. Manage escalated issues, approve invoices, and conduct quarterly site visits. This role requires strong leadership, project management, and communication skills.

Requirements

• Minimum 5 years professional experience in service-driven property management, operations, vendor management, construction management, residential real estate development, or related field
• Familiarity with full range of construction process, including due diligence, estimating, design, planning, entitlements, permitting, pre-construction, construction, staging, and closeout
• Experience hiring and managing a team, and managing remote resources
• Phenomenal project manager with exceptional organizational skills, written and verbal communication, and problem-solving skills
• Detail-oriented and demonstrate a proven track record of prioritizing tasks in order to meet tight deadlines
• Flexible and thrive in environments with high levels of ambiguity and shifting priorities
• Professional demeanor and strong ability to establish positive relationships with range of stakeholders including Maintenance Managers, Home Managers, senior leadership, external vendors, and cross-functional partners
• Possess a leader’s mindset and broad skillset; you see a problem, take charge of the situation, and are not afraid to bring people and resources together to get the job done
• Team player with a can-do, will-do attitude; you’re willing to help whenever needed, including being available to provide support on weekends, evenings, and holidays
• Customer-centric mindset and approach to developing strategy; you lead with user needs
• Creative problem solver; you find innovative solutions to systemic challenges and aren’t afraid to pilot, iterate, and test assumptions
• Strong analytical skills; you take a data-driven approach to decision-making and consensus building
• Ability and willingness to travel, including outside your designated market

Responsibilities

• Oversee Pacaso’s regional operations for Repairs and Maintenance on the West Coast; build, develop, and lead team comprised of Maintenance Coordinator(s), Maintenance Manager(s), and Technician(s) across multiple sub-markets
• Support Regional Director of Operations in developing a scalable model for Maintenance that maximizes profitability and enables Pacaso to deliver world-class properties
• Partner with cross-functional leaders and Home Management on strategic initiatives to drive down Maintenance costs, increase revenue, and optimize regional performance
• Direct daily Maintenance operations, develop SLAs, and manage KPIs; establish performance objectives and provide weekly reporting to leadership
• Facilitate onboarding of new properties by ensuring in-house maintenance work and third party vendor projects are completed on-budget, on-time, and on-brand
• Ensure Maintenance Managers are set up for success and delivering against goals; provide ongoing support, conduct trainings, identify growth opportunities, and advocate for team needs with data-driven approach
• Identify opportunities to improve efficiency, remove bottlenecks, and streamline Maintenance operations; build consensus and alignment across Maintenance and Home Management and oversee implementation
• Develop vendor sourcing and management strategy for your region; establish deep network of high-quality vendors across trades, build Pacaso’s reputation as a credible partner, and negotiate cost-effective, competitive terms on behalf of owners and Pacaso
• Hold vendors accountable to contractual obligations and Pacaso’s quality standards during onboarding as well as ongoing operations; manage claims and partner with Legal to address any breach of contract
• Establish standards of excellence for each recurring service's scope of work and ensure standards are being met by each vendor
• Partner with Sr Manager of Capital Projects to determine scope, budget, and timeline for large scale capital projects
• Work closely with Home Managers to deliver an incredible owner experience; communicate effectively and lead with a collaborative, solution-first approach
• Manage escalated owner issues and incident reports
• Approve invoices and ensure all possible services are billed back to owners
• Travel to markets to conduct quarterly site visits, meet with vendors, lead trainings, and provide team with hands-on support and guidance

Preferred Qualifications

Fluency in Google Suite; experience with project management tools and industry standard applications preferred

Benefits

• Competitive salary and stock options
• Unlimited, flexible PTO for exempt employees
• Excellent medical, dental and vision insurance
• Sponsored memberships to One Medical, Ginger and Carrot
• 401(k) to help you save for the future
• Paid maternity and paternity leave
• Generous home office stipend and monthly cell phone reimbursement
• Quarterly remote team building events and L&D opportunities