Director, Intake and Triage

Progress Residential®

Directing the Intake and Triage operations in a leading property management company. Ensuring efficient handling of resident service requests and enhancing operational efficiency.

Posted 6/10/2026full-timePhoenix • Arizona, North Carolina, Texas • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Oversee daily operations of the centralized Intake and Triage team responsible for reviewing and processing resident service requests.
Ensure work orders are accurately evaluated, prioritized, and routed based on established service protocols and operational guidelines.
Drive consistency in intake workflows and triage decision-making across the organization.
Monitor intake volume trends and adjust team workflows to maintain service responsiveness and operational efficiency.
Ensure service requests are scheduled directly when appropriate and within defined operational parameters.
Oversee reassignment of work orders to local market Service teams when additional review, field coordination, or specialized support is required.
Ensure work orders are routed accurately and efficiently to minimize delays and improve service execution.
Partner with market leaders to address workflow gaps impacting scheduling effectiveness or work order resolution.
Monitor team performance metrics including intake responsiveness, scheduling timelines, routing accuracy, and work order throughput.
Identify operational bottlenecks and implement process improvements to improve efficiency and resident experience.
Develop and maintain standardized triage procedures and escalation protocols.
Support continuous improvement initiatives focused on workflow optimization and service delivery consistency.
Lead, coach, and develop Intake and Triage team members to ensure strong performance and operational consistency.
Establish clear performance expectations and provide regular feedback and development support.
Ensure team members are trained on service processes, systems, and triage standards.
Promote a customer-focused culture centered on responsiveness, accuracy, and accountability.
Partner with market Service teams, coordination teams, and enterprise operations partners to ensure alignment on service workflows and priorities.
Collaborate with operational leaders to resolve recurring intake or routing challenges.
Provide feedback and operational insights to support broader service process improvements.
Support enterprise initiatives aimed at improving service delivery and resident satisfaction.
Provide regular reporting on intake volume, scheduling performance, routing trends, and operational effectiveness.
Monitor KPIs related to response times, scheduling conversion rates, reassignment trends, and workflow efficiency.
Ensure accountability to established service standards and operational performance expectations.
Identify opportunities to improve resident experience through enhanced intake and triage operations.

Requirements

What you’ll need

7+ years of leadership experience in service operations, maintenance operations, customer support operations, or workflow coordination leadership.
10+ years of experience in service operations, maintenance operations, customer support operations, or workflow coordination leadership.
Strong understanding of service workflows, work order management, scheduling processes, and operational triage practices.
Proven ability to improve operational efficiency and implement process improvements.
Strong analytical and organizational skills with the ability to manage multiple priorities.
Excellent communication and leadership skills with the ability to collaborate across field and enterprise teams.
Experience with service management systems, scheduling platforms, or work order systems preferred.
Proficiency in standard business tools including Excel, Word, and Outlook.
Ability to travel up to 20% to markets as needed.

Benefits

Comp & perks

Competitive Compensation - Including performance-based bonuses that reward your contributions.
Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.
Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.
Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.
A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service workflowswork order managementscheduling processesoperational triage practicesprocess improvementsKPI monitoringperformance metricsworkflow optimizationintake responsivenessrouting accuracy

Soft Skills

leadershipanalytical skillsorganizational skillscommunication skillscollaborationcustomer-focused culturecoachingfeedback provisionperformance managementproblem-solving