Senior Manager – Global Residential Maintenance Management Solutions

When you join Hines you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence earning us a spot on Fast Companys esteemed annual list of the Worlds Most Innovative Companies as well as recognition as one of U.S. News & World Reports Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

The Senior Manager Global Residential Maintenance Management Solutions provides technical and operational leadership for Hines residential maintenance operations across our global portfolio of student affordable market-rate and mixed-use housing. This role oversees the development of standards policies programs and reporting frameworks to ensure consistency efficiency and innovation across the global partnership with continental market sub-market and property teams the position offers guidance on building systems vendor oversight risk management and emerging technologies. It also leads the assessment program to evaluate compliance and promote operational excellence. With deep knowledge of housing regulations this leader ensures maintenance operations support diverse resident needs while upholding Hines high standards. Responsibilities include but are not limited to:

• Provide strategic guidance for Hines residential maintenance operations across multifamily and mixed-use properties driving continuous improvement asset preservation operational efficiency resident satisfaction and long-term asset performance through industry-leading maintenance standards and service models.

• Develop and support implementation of governance frameworks policies and best practices to ensure unit readiness efficient unit turns and seamless transitions for incoming residents.

• Support the negotiation standardization and performance oversight of maintenance vendor contracts to ensure alignment with Hines operational expectations and resident experience standards.

• Support the evaluation and integration of maintenance-related technologies-including CMMS platforms digital inspection tools and preventive maintenance systems-tailored to the multifamily and mixed-use environment.

• Direct or contribute to internal programs and initiatives related to innovation capital planning building performance and operational best practices.

• Provide consultation during project design construction lease-up repositioning and disposition to promote maintainability equipment accessibility lifecycle performance maintenance readiness and long-term operability.

• Lead or coordinate periodic maintenance assessments to identify risk ensure regulatory and safety compliance and advance asset performance.

• Build and manage relationships with national and regional contractors ensuring consistent service delivery and adherence to standards across property types and markets.

• Develop scalable maintenance standards toolkits templates and procedures that promote portfolio consistency while allowing for regional regulatory requirements asset-specific conditions and local operating needs.

• Contribute to firm-wide energy and utility performance reporting supporting data-informed decision-making on operational budgeting and building efficiency.

• Mentor maintenance leaders and teams cultivating technical expertise procedural consistency and an accountability-driven culture.

• Partner with Learning & Development to design and maintain training resources and onboarding programs that reinforce operational standards and team readiness.

• Coordinate with Risk Management Central Operations Compliance Asset Management and other stakeholders to align maintenance strategies with regulatory obligations operational priorities risk management asset preservation and ownership objectives.

• Support special projects involving new residential product types technology adoption or evolving service delivery models in residential environments.

• Represent Hines in industry and community forums advocating for operational excellence resident satisfaction and innovation in residential maintenance

Minimum Requirements include:

• Bachelors degree in Facilities Management Engineering Building Technology or related field preferred.

• Equivalent direct experience in multifamily maintenance operations may substitute.

• Demonstrated experience managing maintenance programs across a multi-property residential portfolio including preventive maintenance unit turns work-order management vendor performance budgeting compliance and operational performance measurement.

• 7 years of progressively responsible experience in residential or multifamily maintenance operations

• Proven leadership of geographically distributed teams including oversight of vendor performance and staff development

• Approximately 35% travel anticipated domestic and international based on business needs

• Regular virtual collaboration with cross-functional and geographically dispersed teams via video conferencing email and collaborative platforms (e.g. Microsoft Teams Zoom SharePoint).

• Frequent domestic and occasional international travel required to support global property teams attend strategic meetings vendor evaluations or participate in special projects or training sessions.

• Physically navigates building systems including climbing stairs or ladders and accessing equipment rooms as needed for inspections emergency drills or operational reviews.

• Must be available outside of standard business hours to provide 24/7 support during emergencies including on-site leadership in the event of natural disasters or critical incidents.

Technical & Domain Expertise

• Expert in multifamily and mixed-use residential building systems maintenance protocols and infrastructure management across diverse asset classes.

• Proficient in leveraging property technology platforms such as CMMS BMS/BAS and digital work order systems to support operational efficiency.

• Strong command of health safety and environmental codes as well as best practices in asset preservation and preventative maintenance.

Analytical & Problem-Solving Skills

• Applies structured diagnostics and decision-making frameworks to resolve complex maintenance challenges and enhance service delivery.

• Interprets technical documents compliance requirements and financial data to support planning compliance and risk mitigation.

• Utilizes operational metrics-such as work order performance occupancy data and cost trends-to inform strategy and continuous improvement.

Communication & Collaboration

• Effectively communicates technical standards and operational expectations to internal teams vendors and stakeholders.

• Builds alignment across departments asset types and ownership groups to ensure maintenance programs support property goals and resident satisfaction

• Produces clear documentation reports and presentations to support training governance and decision-making.

Leadership & Team Development

• Provides mentorship coaching and oversight to residential maintenance teams and service partners.

• Demonstrates calm decisive leadership during emergencies operational disruptions or high-pressure scenarios

• Fosters a high-performance collaborative culture consistent with Hines leadership values and service standards.

At Hines we strive for excellence as a leading global real estate investment manager driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living office retail mixed-use logistics and life science projects all designed to enhance value connection and inspiration. Our strategic approach integrates local expertise with global knowledge taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices we recognize that the true driving force behind Hines success is our 5000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people offering comprehensive training competitive compensation robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team we cultivate an inclusive environment where everyone including our clients can thrive.

Hines is proud to be named to Fast Companys prestigious annual list of the Worlds Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31 2023.

We are an equal opportunity employer and support workforce diversity.

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