Manager, Maintenance Vendor Services
Job description
Manager, Maintenance Vendor Services
Who We Are
Sylvan Road is a technology-enabled, data-centric, and vertically integrated investment management firm focused on single-family real estate. As a pioneer of the emerging institutional asset class of single-family rental housing, Sylvan Road has developed a sophisticated business model over the last decade. We have several distinct business operations in investment management, brokerage, construction, property management, field services and software development, each of which operates in concert with each other to deliver on investor returns and resident satisfaction. Operating primarily as a virtual employer, our success comes from the high value we place on our people, process, and technology.
Why Work For Us
Sylvan Road is experiencing tremendous growth and so we are in the midst of an exciting transformation to better support a high-growth, dynamic business. This opportunity will enable you to make a significant and notable impact within our organization and to contribute to our development. We come to work every day excited by the growth of our industry and our company, as we play a role in spurring its expansion and success. We are looking for like-minded people who are passionate about driving innovation in order to make a meaningful difference for our employees, residents and investors.
Role Objectives & Responsibilities
The Manager of Maintenance Vendor Services is responsible for oversight of a team of Vendor Coordinators, located both in the US and with an offshore vendor. The team is responsible for the management and appropriate completion of maintenance work orders on both vacant and occupied assets, dispatched to both internal field services technicians and third party vendors. The Managers play a critical role in overseeing timely completion of work orders to SLA and severity, and managing work order cost. This role will regularly interface and collaborate with leadership in Field and Shared Services, Property Operations, Asset Management, Accounting and other Operations teams.
This role is fully remote and operates in the Eastern Time Zone.
Additional responsibilities are listed below.
Primary Responsibilities:
Coaching, training, and performance management of Vendor Coordinators. Oversight of the team’s daily activities and deliverables
Monitors, coaches and optimizes staff performance and productivity. Regularly interfaces with offshore leadership team to provide coaching, feedback, and ongoing training
Oversight and process execution of maintenance work orders from assignment through completion
Manages vendor alignment to work orders, focusing on leveraging internal field services wherever possible. When using third party vendor resources, ensures that the team is aligning appropriate vendor resources by skill, quality, capacity, and cost
Drives and implements Maintenance standards as outlined by the business
Manages work assignments and volumes of the Vendor Coordinator team. Aligns work order distribution to staff capacity, ensuring that service levels by severity/priority of the work order are obtained
Ensures that work orders are regularly updated throughout the cycle time from Vendor Coordinator assignment to completion
Negotiates and approves vendor bids and scope of work proposals according to approval authority matrix; ensures all cost and billing details are updated on the work order according to procedure
Provides coaching to Vendor Coordinators on trends, updates and modifications to workflows and procedures, and quality feedback either reviewed and scored themselves or by other teams within Field Services
Develops and implements continuous improvement efforts focused on asset preservation, maintenance trends and opportunities, reducing cost, improving internal field service alignment to maintenance work, and improving resident satisfaction
Ensures maintenance work is completed to standard and approved cost
Regularly partners with and interacts with Asset Management
Drives resident satisfaction initiatives
May interface with local and state offices related to permitting, utilities, and other required inspections, permits, or required documentation to fulfill work orders
Acts as a subject matter expert, and is often asked to respond on escalations
Partners with Vendor Management to identify additional opportunity areas for onboarding, provide vendor feedback and scoring information, address concerns, assist in vendor recovery, and other programs as needed
Properly manages work orders designated for warranty chargebacks to the original vendor, and shares feedback and concerns with Warranty team leadership
Requirement Knowledge & Experience
Education (Required):
Associates degree or equivalent
Experience (Required):
Prior residential/multifamily maintenance experience
Previous experience managing people
Previous experience utilizing work order management tools and systems
Experience (Preferred):
Previous vendor relations and/or vendor management experience
Required Skills
Strong attention to detail
Ability to use Microsoft Office and Google Suites, especially Microsoft Excel
Proven ability to multi-task
Strong verbal and written communication
Strong customer service skills, including de-escalation
Ability to thrive in a fast-paced, high-growth ‘start-up’ mentality environment
Must be flexible and adaptable with the ability to pivot as needed
Ability to meet tight deadlines and thrive under pressure; commitment to results and solution-oriented
Ability to work with a high level of autonomy in a virtual setting with the ability to consistently meet goals and SLAs
Ability to work on numerous high-priority initiatives with limited supervision
Demonstrated ability to negotiate and influence
What We Offer
Market rate competitive compensation
PTO (paid time off) and 11 company-paid holidays
Comprehensive Benefits Package: Medical, Dental, Vision, etc...
401K with company match
Remote working environment
Organizational Relationships
Reports to: Executive Director of Virtual Maintenance Services
Sylvan Road and its affiliates is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal or State Law.
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