Service Delivery Manager – Bilingual (English/Spanish)

Valet Living

Bilingual Service Delivery Manager overseeing Make Ready and Repair & Maintenance services across apartment communities. Ensure work quality and manage contractor performance with a focus on client satisfaction.

Posted 5/28/2026full-timeSan Jose • California • 🇺🇸 United StatesMid-LevelSenior💰 $70,500 - $75,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities
Ensure work is completed on time, meets quality standards, and aligns with client expectations
Build and manage daily schedules using the designated work order management system
Source, select, and dispatch qualified independent contractors to meet service demand
Conduct daily site visits to confirm job status, quality, and compliance
Maintain consistent communication with clients and contractors regarding job details and progress
Ensure contractors close work orders through the mobile app with required completion photos
Close out completed work orders to support timely contractor payment and accurate client billing
Coordinate follow-up repairs, touch-ups, and return visits as needed
Manage service issues and escalations, partnering with leadership when required
Achieve key service delivery KPIs such as go-back rates, work order turnaround, contractor app usage, and client retention
Enforce safety standards and protocols across all job sites
Identify and address unsafe conditions; escalate unresolved safety concerns promptly
Ensure incident reporting is completed accurately and on time
Monitor performance metrics and implement corrective actions to maintain service quality
Recommend process improvements that enhance efficiency, consistency, and customer satisfaction
Proactively recruit, evaluate, and onboard qualified independent contractors
Clearly communicate client requirements, job scope, and performance expectations
Support contractor onboarding and compliance processes as needed
Support new community launches by conducting property walks with Maintenance Directors and Client Success Managers
Build strong, trust-based relationships with onsite property teams
Educate clients and property staff on MultiPro service offerings to drive adoption and satisfaction
Provide guidance and support to less experienced Service Delivery Managers
Partner with Client Success Managers to resolve daily operational challenges
Communicate escalated risks or service concerns to leadership in a timely manner
Identify opportunities to improve service delivery and operational processes
Take on additional responsibilities as needed, demonstrating flexibility and ownership

Requirements

What you’ll need

5+ years managing services in a high-volume, transactional service environment
Proven experience directing independent contractors and managing onsite service delivery
Bilingual (English/Spanish) required
Strong commitment to service excellence and client satisfaction
Able to manage multiple priorities, analyze issues, and implement solutions
Comfortable working directly with onsite decision-makers and field partners
Calm under pressure and adaptable to changing priorities
Experience with CRM and work order management platforms; Salesforce preferred
Experience sourcing and onboarding service contractors
High school diploma or GED required; associate degree or higher preferred

Benefits

Comp & perks

Medical, dental, and vision coverage for you & your family
HSA with employer contributions
Flexible Spending Accounts
401k with company match
Life and disability insurance
AD&D and business travel coverage
Tuition reimbursement up to $5,250 per year
10 company-paid holidays
Referral bonuses
Pet insurance
Associate assistance programs
Discount programs
Rewards, recognition, and free access to Torch Fitness virtual programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service delivery managementcontractor managementwork order managementperformance metrics monitoringincident reportingprocess improvementservice excellenceclient satisfactionsourcing contractorsonboarding contractors

Soft Skills

communicationproblem-solvingadaptabilityrelationship buildingflexibilityleadershipcalm under pressuremulti-taskingclient engagementteam collaboration

Certifications

high school diplomaGEDassociate degreebilingual (English/Spanish)