Director, Rehab, Turns, & Maintenance
Invitation Homes is a fast-paced evolving company, offering high-quality homes for lease in desirable neighborhoods across America. As the nation’s premiere home leasing company, we own, lease and operate approximately 80,000 properties ensuring a move-in ready living space that provides a clean, safe, and functional home for our residents.
The market teams include our Leasing and Property Management teams as well as our Rehab, Turns & Maintenance professionals. Together, our talented teams create excellent resident experiences from the time the resident moves in to the home, throughout the duration of their lease and during their transition as they move out. Our teams work hard to create and maintain high-quality homes and ensure potential residents are presented with a rental property they can’t refuse!
We are seeking candidates with a drive to excel in our thriving organization. We are looking for professionals who are ready to join our work-family, provide excellent service to internal and external customers and embrace our fast and friendly approach. As the single-family home rental industry is quickly evolving, we are looking for dedicated learners who are passionate to serve our residents and maintain top-quality homes. Apply today! We’re looking forward to getting to know you!
The Market Director, Rehab, Turns & Maintenance (RTM Director) oversees a team of managers and associates that perform a variety of critical tasks to facilitate market Rehab, Turn, and Maintenance (RTM) operations. The RTM Director reports directly to the market Vice President of Operations ("VPO") and is responsible for (a) adherence to property-level expense budgets, (b) ensuring that RTM associates are properly trained to perform their role and comply with all company and department policies, (c) establishing and maintaining resident "genuine care" standards and (d) holding market RTM associates and vendors accountable to established operating standards. Based on the RTM Director’s dual oversight role of both rehab/turn and maintenance operations, the RTM Director has the challenging responsibility of making the best asset-level decisions to balance resident experience, asset preservation and budget objectives.
Essential Job Duties and Responsibilities
Manage all aspects of RTM activities, including review of operational and financial reports and metrics, promotion of best practices, training and implementation of RTM policies, programs, procedures, and technology and driving the overall RTM operational and financial performance based on the goals and budgets established for the market
Utilize available reporting tools to identify opportunities for maximizing Superintendent and Maintenance Technician utilization and efficiency through implementation of best practices, technology solutions and other methods
Oversee/conduct the hiring, coaching, training of all field RTM employees, including Regional Managers, Superintendents, Maintenance Technicians, and other RTM staff
Develop effective, proactive and robust solutions that achieve property and RTM objectives, ensuring that all resident maintenance issues are efficiently resolved, and all homes are effectively renovated or turned during periods of vacancy
Communicate all projected, unfavorable budget (or reforecast) variances to local and national team leaders (along with action plans to address) to ensure awareness of projected financial challenges
Review and approve CapEx projects ensuring scope and pricing are appropriate.
Review and approve turn and rehab projects ensuring scope and pricing are appropriate.
Ensure adherence to the ProCare program’s process and procedures while maintaining a superior resident experience
Periodically inspect homes in turn/rehab process to assure quality standards are being achieved
Liaise with property management team members to resolve significant resident complaints and ensure that excellent customer service is being offered to residents
Perform other duties as assigned
Education and/or Experience
Minimum five (5) years’ progressively responsible experience in a management role is required with experience managing large teams and budget management preferred
Minimum five (5) years’ experience of home building production with a focus on workflow and management of organizations or property management maintenance, other building maintenance, construction or related trade is required
4-year college degree preferred
Advanced knowledge of residential construction and mechanical systems
Comprehension of federal fair housing laws and any applicable local housing provisions
Deep market knowledge of home maintenance/construction pricing, resources, municipality regulations, etc.
Excellent customer service and interpersonal skills; ability to relate to others
Ability to use a personal computer and proficiency in Microsoft Outlook, Microsoft Word and Microsoft Excel, as well as tracking systems and willingness to learn new software systems
Ability to use mobile devices (i.e. iPad and/or iPhone) and various mobile applications
Professional verbal and written communication skills; ability to effectively communicate with a diverse workforce
Strong organizational and time management skills
Ability to read and comprehend budgets and perform basic mathematical functions
Must be proactive, self-directed, highly motivated and able to multi-task
Ability to analyze and resolve problems and to make quick, effective decisions
Ability to cope with and defuse situations involving angry or difficult people
Ability to successfully delegate, manage a team, conduct interviews, and train others
Ability to set and meet goals, consistently meet deadlines
Ability to maintain flexibility and creativity in a variety of situations
Ability to maintain confidentiality
Demonstrate successful contract negotiations
Required Licenses or Certifications
Current driver’s license and automobile insurance
Other licenses and/or certifications as required by state law
Must maintain professional appearance.
Ability to be at work on a regular and consistent basis; Overtime may be required for this position.
Must be reachable at all times via phone or email/text, except during approved time off
Ability to work on weekends and holidays as needed
Some travel may be required
Physical and Mental Demands
This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
This position will be primarily in a standard office working environment that may be busy and noisy at times. With occasional indoor and outdoor field environment and exposure to atmospheric conditions. Some travel from site to site may be required.