[R] Head of Maintenance Operations

Location: Remote from Latin America
Working Hours: U.S. Business Hours (CST/EST preferred)
English Level: Advanced (C1+)

About the Role
A fast-scaling U.S.-based single-family rental platform is hiring a Head of Maintenance Operations to lead and scale maintenance across a growing portfolio of homes in multiple U.S. markets. This is the most senior maintenance role in the companyideal for someone with deep property maintenance knowledge, exceptional remote troubleshooting skills, and a track record of managing distributed teams and vendors.

Key Responsibilities

Strategic Maintenance Execution

• Own the end-to-end maintenance function across all properties.
• Remotely diagnose complex repair issues using resident interviews, photos/videos, and IoT data. Achieve 95% first-call diagnostic accuracy.
• Build and refine preventive maintenance programs to reduce reactive work and extend asset life.

Team Leadership & Growth

• Manage and mentor a growing team.
• Set clear KPIs, improve productivity, and maintain team engagement scores of 4/5.

Vendor Development & Performance

• Source, vet, and onboard vendors in underserved markets. Reduce vendor onboarding time by 30%.
• Track vendor performance using cycle times, callback rates, and satisfaction scores. Replace underperformers as needed.

Budget & Cost Control

• Own and manage the maintenance P&L.
• Deliver quality work under budget, proactively flag cost drivers, and negotiate vendor pricing.

Escalation Management

• Serve as the escalation point for high-priority issues. Use a phone-first approach to ensure fast, empathetic communication.
• Collaborate with residents, vendors, and internal stakeholders to resolve complex challenges swiftly.

Operational Improvements

• Lead continuous improvement initiatives using SOPs, maintenance tech platforms, and data insights.
• Leverage tools like AppFolio, Property Meld, or SightPlan to drive operational efficiency.

Requirements

• 5+ years in a senior maintenance leadership role in residential property management.
• Experience managing remote maintenance teams and U.S.-based vendor networks.
• Deep technical knowledge of HVAC, electrical, plumbing, roofing, and structural systems in single-family homes.
• Strong remote troubleshooting and estimating skills.
• Proven track record of reducing maintenance costs while maintaining service quality.
• High proficiency in maintenance platforms and operational tech tools.

Preferred Qualifications

• Experience in the U.S. single-family rental market.
• Familiarity with IoT-based maintenance or remote diagnostics.
• Bilingual (English/Spanish) preferred but not required.

Compensation & Logistics

• Compensation: $38,000-$42,000 USD per year

What Success Looks Like

• Delivering under-budget maintenance without compromising quality
• Achieving 95% diagnostic accuracy on first contact
• Growing and retaining a high-performing maintenance team
• Reducing vendor onboarding time by 30% within 6 months
• Increasing resident satisfaction across all maintenance interactions