Director – Global Residential Maintenance Management Solutions

Overview

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 Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

The Director – 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 portfolio. In 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

Qualifications

Minimum Requirements include:

• Bachelor's 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.

Closing

At Hines, we believe the built world is ultimately about people. As one of the world’s largest privately held real assets firms, we bring nearly seven decades of investment, development, and management experience to work that shapes cities and communities around the world.

Our people make that possible. Across 29 countries, more than 4,600 colleagues bring different perspectives and expertise to Hines, with opportunities to take on meaningful responsibility, learn from leaders across the business, and build a career with room to evolve. We support that journey through professional development, competitive rewards, comprehensive benefits, and a culture grounded in trust and high standards.

Hines is proud to be named to Fast Company’s annual list of the World’s Most Innovative Companies for 2024.

We are an equal opportunity employer and support workforce diversity.

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