FirstKey Homes · 1 day ago
Service Manager
Atlanta, Georgia, United States
Full-time
Onsite
Senior Level
6+ years expFirstKey Homes is responsible for managing residential properties, and they are seeking a Service Manager to lead local Service Office and Field Operations teams. This role focuses on ensuring efficient completion of resident service requests while promoting outstanding customer service and operational excellence.
Property ManagementReal EstateRentalRental Property
Responsibilities
Ensure all service operations prioritize safety by following company policies, maintaining compliance with OSHA and all health regulations, while fostering a safety-first culture through protocol adherence, PPE use, incident response, and ongoing training
Monitor and enforce fleet safety standards, ensuring safe driving practices and compliance with vehicle policies
Ensure timely, high-quality completion of service requests with a focus on resident satisfaction, service efficiency, and asset integrity, while monitoring response times to address concerns quickly and effectively
Oversee service teams and vendors, providing leadership, training, and accountability to ensure high performance, adherence to policies, professionalism, and customer service excellence
Track and report key performance metrics, including service efficiency, resident satisfaction, budget adherence, and vendor performance
Optimize daily operations, ensure service requests, preventive maintenance, and property inspections are completed efficiently and meet company standards
Manage service-related budgets, overseeing work order costs, fleet expenses, materials, and vendor services while maintaining cost control
Oversee and manage vendor relationships, approving service requests, ensuring compliance, and holding vendors accountable for quality work
Conduct field inspection to assess asset conditions, resident experience, team performance, and safety compliance
Identify and implement continuous improvement strategies to enhance service delivery, operational efficiency, and asset management
Collaborate with leadership to align service department goals with overall business objectives and drive operational excellence
Qualification
Required
High School Diploma or equivalent required
6+ years of experience in service, maintenance, construction, or property management leadership
Proven experience managing teams, including Service Technicians, Coordinators, and Vendors
Strong financial acumen, with experience managing budgets, expenses, and cost controls
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and service management software
Experience reviewing and understanding work scopes, cost estimates, and vendor contracts
Ability to manage multiple teams, projects, and priorities across a geographic area
Demonstrated experience leveraging data and reporting tools to track performance metrics, identify trends, and drive operational improvements
Experience using data to assess response times, service quality, resident satisfaction, and budget adherence
Demonstrated experience in safety compliance and operational best practices
Building and Construction – Knowledge of materials, methods, and tools involved in the construction, maintenance, and repair of residential properties
Property & Asset Management – Understanding of home systems, preventative maintenance, and lifecycle management of residential assets
Safety & Compliance – Strong knowledge of OSHA standards, workplace safety best practices, and regulatory compliance related to property maintenance and fleet operations
Management & Leadership – Knowledge of strategic planning, resource allocation, personnel development, and vendor oversight
Financial Oversight – Understanding of budgeting, cost controls, work order management, and financial reporting
Data & Performance Analytics – Ability to interpret service metrics, resident satisfaction data, and operational reports to drive continuous improvement
Technology & Software – Familiarity with work order systems (e.g., Yardi), Microsoft Office, reporting tools, and mobile applications used in service management
Data Analysis & Reporting – Ability to interpret service metrics, analyze trends, and leverage reporting tools to improve operational efficiency, resident satisfaction, and cost management
Leadership & Team Development – Proven ability to coach, mentor, and motivate teams, driving accountability and high performance
Problem-Solving & Decision-Making – Strong analytical and critical thinking skills to assess challenges, identify solutions, and implement corrective actions
Operations & Process Management – Ability to manage workflows, optimize service execution, and enhance operational efficiency
Performance Monitoring – Experience tracking and evaluating individual and team performance, using data to drive continuous improvement
Judgment & Prioritization – Ability to make informed decisions based on data, operational needs, and business priorities
Financial Management – Skilled in budget oversight, expense tracking, and cost control to maintain efficiency
Negotiation & Vendor Management – Ability to collaborate with vendors, negotiate service agreements, and ensure contract compliance
Communication & Stakeholder Engagement – Strong verbal and written communication skills for interacting with residents, team members, leadership, and vendors
Time Management & Multitasking – Ability to manage multiple priorities, deadlines, and urgent service needs in a fast-paced environment
Safety-First Mindset – Committed to upholding workplace safety standards and ensuring compliance at all levels
Leadership-Oriented – Willingness to lead, take charge, and drive team performance
Resident-Focused – Dedicated to delivering exceptional service and ensuring a positive resident experience
Accountability-Driven – Holds self and team members accountable for results, deadlines, and operational efficiency
Detail-Oriented – Ensures accuracy, thoroughness, and quality in service execution and reporting
Initiative & Problem-Solving – Proactively identifies challenges, develops solutions, and takes decisive action
Adaptable & Resilient – Comfortable working in a fast-paced, dynamic environment while managing multiple priorities
Continuous Improvement Mindset – Seeks ways to enhance processes, drive efficiency, and implement best practices
Collaborative & Team-Oriented – Works effectively with internal teams, vendors, and leadership to achieve shared goals
Strong Work Ethic – Demonstrates reliability, professionalism, and commitment to operational excellence
Preferred
Bachelor's degree in Business, Construction Management, Property Management, or a related field (preferred but not required)
Experience in residential property management, construction, or maintenance operations
Familiarity with Yardi or similar property management/work order systems
Experience managing vendors, service contracts, and third-party maintenance teams
Proven success in a fast-paced, high-growth, or multi-market environment
Advanced experience leveraging data analytics and reporting tools to drive operational decision-making
Company
FirstKey Homes
FirstKey Homes is a property management firm that offers rental home properties.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Colleen Keating
CEO
Teri Miller
Chief Financial Officer
Recent News
2025-04-01
2025-03-21
Birmingham Business Journal
2025-01-14
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