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Saint Augustine, FL
Full-time
Salary: $90,000.00 to $100,000.00 /year


Role: Director of Service Quality

Reports to: Senior Vice President of Construction and Service Quality

Company: DLP Real Estate Management

Compensation: $ 90,000 to $100,000 Annually

Location: St Augustine FL

​Benefits: Health, Dental and Vision Insurance, 401(k) with company matching, Voluntary Insurance, 3-weeks Paid Time Off, Holidays, Learning/Educational Incentives, Living Fully Well-being Program, Flexible Work Schedule, Company Events, and the incredible feeling of fulfillment from making a difference in the lives of others while achieving your dreams and goals!

DLP Real Estate Management- Provides world-class property, asset, and construction management of multi-family communities, in addition to single-family homes and select commercial assets. Home of the Elite Resident program and the management company of the Dream, Live, Prosper, and Village apartment communities.

Summary The Director of Service Quality (DSQ) is an integral part of the DLP Real Estate Management team and must possess the ability to lead, manage and hold the team accountable for achieving execution goals. The DSQ will be responsible for partnering closely with operational leaders charged with managing the overall performance of individual assets. This includes developing strong working relationships and partnerships with the SVP of Construction and Service Quality, VP Real Estate Management, Director of Operations, Area Operations Managers and the President of Real Estate Management in addition to other senior leaders within the DLP organization.

In general, the DSQ working with the SVP of Service Quality and the VP Property Management is responsible for supporting, defining and instituting all maintenance initiatives for DLP owned and managed multifamily apartments, single family rental homes, hospitality venues, vacation rentals and commercial/retail spaces. This role holds the responsibility for leading, managing and executing on a broad range of service and maintenance related activities while building a best in class maintenance and service department in support of the DLP business model of offering a wow service experience.

The DSQ leads the Regional Service Managers in guiding the field service team members to make needed repairs, ensure that each project is scoped correctly, staffed and completed in a timely, cost effective, safe and quality manner that helps to drive revenue, build investor and resident confidence contributing to the overall value and longevity of the organization. Indirectly the DSQ has a dotted line reporting relationship to the field service team members.

What you have already achieved:

  • Minimum 5 years experience directing multi-family Service Teams
  • Customer service mentality
  • Proven track record of reducing time to complete market turns
  • Proven track record of reducing time to complete resident service requests
  • Ability to understand and influence financial reporting
  • Strong business acumen
  • Minimum of 3 years experience training site and regional level Service Teams
  • Office and systems technology proficiency
  • Cutting edge maintenance technology proficiency
  • HVAC Certified helpful
  • High level of expertise in all aspects of multi-family maintenance and service
  • Working knowledge of service agreements
  • Minimum 3 years of negotiation experience
  • Ability to travel

What you are great at: (Responsibilities)

  • Leading the development, documentation, implementation and measurement of maintenance and service best practices for the overall organization.
  • Making decisions and contributions that positively affect the overall operation and driving revenue
  • Proven ability to think outside normal routine, identify opportunities to improve execution, devise programs and plans that drive results and performance
  • Partnering with other leaders and the service team to build out and execute preventive maintenance plans, processes and guidelines in support of facilities upkeep.
  • Building collaborative teams and identifying qualified service and maintenance professionals who are qualified in making repairs as well as understanding how to delight customers and residents with an exemplary service experience.
  • Monitoring and negotiating vendor national/regional contracts to assure quality, delivery, warranties, exchanges, upgrades, etc are consistently met.
  • Negotiating and reducing service contract cost without reducing the actual service received
  • Leading a world class service and maintenance program while providing guidance, direction and training to the service technicians and leaders in remote locations
  • Participation in due diligence efforts related to the physical plant, interiors, MEP needs and capital needs identification of potential acquisitions in order to assist in the development of a business plan and proforma.
  • Ability to present cohesive, well thought out plans to senior leadership and field teams.
  • Strong business acumen and ability to create, review and fully understand budgets, KPIs and reporting tools
  • Customer centric focus, professional demeanor and appearance. Comfortable communicating with owners, investors, executives and field teams
  • Manage team understanding that this is a very fast paced organization focused on solution identification while managing multiple projects simultaneously in various construction phases and in varying geographies.
  • Work with the construction department when applicable, to help analyze and communicate risk, define schedule and timing related concerns, and customer facing challenges.
  • Identify qualified, proven, respected and insured size appropriate general contractors, sub-contractors and vendors by managing relationships, negotiation and pricing. Look for opportunities to partner with construction and redevelopment to evaluate leveraging corporate buying power between the organization.
  • Negotiate to ensure optimal pricing from qualified contractors with the ability to service multiple communities and projects simultaneously. Assist the Area Managers in sourcing vendors and contractors
  • Promote and partner to develop a standardized process for the on-site service teams to follow in turning apartments and making them rent ready within five days of move out.
  • Assess and advise on building envelope needs such as sealing insulation, energy efficiency recommendations, stucco, brick, local building codes and requirements.
  • Partner with local building officials, Army Corp of Engineers, Architects, remediation experts, Engineers and Designers as needed to protect the company while accomplishing the company’s directives
  • Utilize a working knowledge of LEED, FGBC and OSHA standards and requirements, local state and federal building codes and planning disciplines for different land use and economic developments (urban housing, affordable housing, etc.)
  • Participation and involvement in sourcing highly skilled talent to fill vacant maintenance and service positions.
  • Manage relationships with third party construction management companies and ensure delivery schedules are achieved on the projects they are managing.
  • Maintain and regularly produce reports utilizing a combination of software tools such as BuilderTrend, Appfolio, excel, word, project or the G-Suite version of those tools.
  • HVAC Certification, CPO certification and other industry designations or certifications preferred

Who you will work with :

  • 350+ high energy team members ready to assist with any project
  • An experienced top-level Leadership team
  • SVP Service Quality, VP Property Management, Regional Managers of Service Quality, Service Managers and Supervisors

What you’re motivated by:

  • A fast pace. We’ve grown exponentially and new team members continue to join our DLP family.
  • ​An executive leadership team that trusts each other, communicates effectively, and is committed to helping team members grow, both personally and professionally.
  • Visionary, smart, and thoughtful CEO. Ours is the kind of leader you read about, hope to work with, and learn from.
  • A culture focused on developing and investing in team members – coaching, training, and supporting each other. We have a mantra of “Leaders made here” at DLP, focused on developing and growing leaders.

Our Purpose: Dream. Live. Prosper. Passionately creating prosperity through Real Estate.

Our Mission: Lead and inspire the building of wealth and prosperity with our partners through the execution of innovative real estate solutions.

Our BHAG (Big Goal): 100,000 solutions provided for and from real estate.

DLP Real Estate Capital is the parent company of the DLP family of companies and includes:

DLP Realty- A leader in providing innovative solutions to home buyers and sellers, as well as active single and multi-family investors and builders. Home of the Guaranteed Sale program and the Immediate Buyout Program through DLP Offers.

DLP Capital Partners- The leader in providing passive real estate equity and debt funds that offers consistent and reliable high-yield returns directly to high-net-worth investors and through their advisors. Home of the 6-10% fixed return.

DLP Real Estate Management- Provides world-class property, asset, and construction management of multi-family communities, in addition to single-family homes and select commercial assets. Home of the Elite Resident program and the management company of the Dream, Live, Prosper, and Village apartment communities.

DLP Lending- The leader in providing investment housing funding to active single-family and multi-family investors, in addition to privately owned home builders throughout the eastern, southern, and midwestern United States. Home of the Elite Line of Credit Program.

Our Achievements: DLP Real Estate Capital has over $1 Billion in assets under management, and since our founding, has closed over 15,000 real estate transactions totaling more than $3 billion.

  • Accolades:
  • We’ve been ranked by The Wall Street Journal as one of the Top 15 Real Estate professionals in the country, including #1 in all of PA and NJ for the past 5 years in a row.
  • We’re one of the fastest-growing companies in the US, ranked by Inc. 5000 for 8 consecutive years.
  • Earned the #3 spot for Americas’ Fastest Growing Companies 2020 in the real estate and property category by Financial Times
  • We continue to win many workplace awards each year, including Top Workplace, Best Workplace, 40 Under 40, and Fastest Growth in both PA and Florida.
  • Our core values
  • Driven for Greatness
  • Leadership
  • Perseverance and Passion for Long-Term Goals: GRIT
  • Enthusiastically Delivering WOW
  • Living Fully
  • Innovative Solution Focus
  • Twenty Mile March
  • Execution & Excellence
  • Humble Confidence
  • Stewardship

If you share our core values and can drive results in a thriving and fast-growing company, we look forward to speaking with you! While our company has grown to 350+ team members, our team approach allows us to maintain an entrepreneurial spirit while driving toward results. Our team members are engaged and driving results that make a real difference in achieving our Mission. You’ll be noticed and recognized while being provided with tremendous opportunity for growth and continuous learning.

We are looking for ROCK STARS to join our collaborative team. Are you driven for greatness? If so, we may be a perfect match! If you feel that you have the drive, knowledge, skills, and experience to truly be successful in this role, we want to hear from you today!

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