Birdwatch

Manager

• Complete hands-on service delivery in the field for everyday maintenance and larger projects.
• Supervise, mentor, and train field technicians to ensure quality service and adherence to safety protocols.
• Support coordination of team assignments, job scheduling, and timely completion of maintenance services.
• Conduct quality control and customer service activities, including site inspections, technician and Home Manager check-ins, and member calls.
• Ensure efficient and high-quality service delivery with high first-time fix rate and profitability per ticket.
• Optimize scheduling and workflow to fully utilize technicians and maintain low response times.
• Achieve exceptional customer satisfaction and quality control with delight rate above 90% and minimal complaints.
• Align service delivery with Birdwatch’s pricing model to maintain profit margins.

Maintenance Manager

Onboarding Specialist

• Onboarding sessions explain the Birdwatch engagement model and review the member's home care experiences
• Review and refine each member's home maintenance 'to-do' list and discuss preventive and routine services
• Engage in informative discussions about preventive and routine maintenance solutions
• Deliver a clear action plan with specific scope elements identified for upcoming service visits and a personalized HomeCare Plan
• Build trust through patience, humor, active listening, and real-time problem-solving; use storytelling where appropriate
• Interact with members early in the relationship, establishing a tone of attentiveness, professionalism and service
• Aim for long-term, delightful member relationships beyond episodic fixes
• Leverage a technical understanding of residential systems and broad trades knowledge to discuss options with homeowners

Maintenance Manager

Member Onboarding Specialist