Operations Manager, Maintenance - East Coast
Operations Manager of Maintenance
The Operations Manager of Maintenance is the operational leader responsible for overseeing Pacaso’s Internal Maintenance business unit across assigned markets. This role owns maintenance triage, workforce execution, dispatch operations, scope standards, and the financial performance of internal maintenance as a billable service line.
They ensure maintenance work orders are prioritized correctly, completed efficiently, and escalated seamlessly to Asset Management when external vendors are required.
Key Responsibilities
Maintenance Strategy & Operations Leadership
Lead the internal maintenance function as a scalable, revenue-supporting business unit
Own maintenance service standards, response times, and quality control across markets
Ensure homes remain safe, functional, and guest-ready year-round
Work Order Triage & Dispatch Oversight
Review and triage all incoming maintenance work orders
Determine whether issues can be completed internally or require vendor escalation
Assign priority levels (emergency, urgent, routine)
Ensure rapid response protocols for critical incidents (leaks, floods, fire)
Team Leadership & Performance
Manage Maintenance Managers and Coordinators across markets
Build hiring plans, training programs, and coverage models
Establish KPIs for completion times, repeat work, and satisfaction outcomes
Financial & Billing Accountability
Ensure internal maintenance work is accurately billed back to properties
Track maintenance cost efficiency vs. third-party vendor alternatives
Own reporting for maintenance service line performance
Cross-Functional Partnership
Partner closely with Asset Management on vendor transitions and complex projects
Support Owner Experience escalations related to maintenance disruptions
Drive alignment between maintenance execution and home readiness priorities
Qualifications
8–12+ years in residential maintenance operations, property services, or facilities leadership
Experience managing multi-market maintenance teams
Strong triage judgment and emergency response experience
Financial acumen related to service billing, labor utilization, and cost control