Manager, Work Orders

Job Type Full-time Description About Prime: Prime Residential is a leading multifamily owner and operator headquartered in San Francisco, with a portfolio of more than 21,000 apartment homes across the West Coast. For more than three decades, we've been committed to caring for communities where residents love to live - pairing well-maintained homes with exceptional service and sought-after locations. We're proud to maintain a richly diverse and inclusive culture where our team members feels welcomed, valued, and set up to do their best work. Property Details: Park La Brea has 4,249 units and is located in Los Angeles, CA. Schedule: Monday through Friday 9:00 am to 6:00 pm Target Pay: $121,730 annually + annual discretionary bonus Role Overview: As Manager, Work Orders at Park La Brea (PLB), you own all interior, non-unit-turn service operations, making sure resident and building service requests are completed promptly, safely, and to Prime’s quality standards. Reporting to the VP, Property Management (PLB), you lead the interior Paint Technician and inspection team and coordinate interior service requests handled by contracted service providers and other third-party vendors, and other third-party vendors, partnering with the unit-turn, facilities, and leasing teams to keep occupied homes and interior common areas well maintained. You drive strong response times, first-visit completion, and resident satisfaction, bringing clear communication and a continuous-improvement mindset to everything from dispatch through quality assurance. This is a role built on operational excellence and dependable follow-through. This role is based on-site at Park La Brea in Los Angeles, CA, on a full-time schedule, with availability required to meet service and response-time targets. The role includes frequent mobility across community grounds, units, and work sites. Who You Are • A hands-on service leader with apartment or facilities maintenance/service experience, including direct team leadership. • A strong sense of priority, able to triage, assign, and dispatch service requests against response-time and completion targets. • A clear communicator who keeps residents and team members informed from dispatch through quality assurance. • A people leader who schedules, coaches, and develops technicians and inspectors and holds the team accountable to Prime’s standards. • Continuous-improvement minded, focused on first-visit completion and reducing callbacks. • Experienced managing third-party and unionized vendor relationships, holding them to clear scope, quality, and schedule standards. • Safety- and compliance-minded, with a commitment to OSHA and applicable EPA/lead-safe standards. • Genuinely aligned with Prime’s PRIME values: Passion, Responsibility, Inclusion, Mindfulness, and Excellence. Key Responsibilities Operations & Service Delivery • Own all interior, non-unit-turn work orders at PLB, including interior service requests handled contracted service providers and other third-party vendors • Prioritize, assign, and dispatch service requests to meet response-time and completion targets, communicating clearly with residents and team members. • Coordinate parts, supplies, and vendor support needed to complete interior service work, procuring through the Facilities purchasing and warehouse function. Vendor Management • Oversee pest-control service for interior and unit-related requests, holding the vendor to clear scope and response standards. • Manage the day-to-day relationship with our third-party and unionized vendors, coordinating scope, quality, schedule, and a productive, compliant partnership on interior service work. • Hold dotted-line oversight of the third-party vendor for interior service requests, pest control, and other third-party service vendors. Team Leadership & Development • Lead, schedule, and develop the interior Paint Technician team, setting clear expectations and building an inclusive team where every team member belongs. • Recruit, train, and retain skilled service team members; partner with Human Resources on performance management, progressive discipline, and work-related injuries. • Collaborate with the broader Facilities department to align priorities, coordinate shared responsibilities, and ensure clear communication and effective handoffs that support a safe, serviceable environment. Quality, Safety & Compliance • Identify and resolve interior safety and risk items promptly, escalating as appropriate. • Direct interior work-order quality assurance and inspection, verifying completed work meets Prime’s standards. • Audit completed work orders for quality, completeness, and adherence to Prime’s standards. • Champion operational excellence and safety, ensuring OSHA and applicable EPA/lead-safe compliance and enforcing safe use of tools, equipment, chemicals, and PPE. Reporting & Continuous Improvement • Prepare, monitor, and report on interior occupied budget, identifying variances, risks, and opportunities for improved planning and execution. • Track response time, completion rate, and cost metrics, and report results, trends, and improvement opportunities to the VP, Property Management (PLB). • Pursue continuous improvement, monitoring open work orders, aging, and recurring issues to drive first-visit completion and reduce callbacks. Requirements Required • 5+ years of apartment or facilities maintenance / service experience, with direct team-leadership experience required. • Strong working knowledge of general interior apartment maintenance and service trades, with demonstrated vendor and contractor management experience. • Strong organizational, scheduling, and prioritization skills, with effective communication (oral, listening, and written) and the ability to coach and hold a team accountable. • OSHA familiarity; EPA / lead-safe (RRP) certification, or willingness to obtain. • Proficiency in MS Office (Word, Excel, Outlook, Teams) and property management software. • Valid driver’s license for the purpose of operating a community or company vehicle. • Authorized to work in the United States. • Genuine alignment with Prime’s PRIME values: Passion, Responsibility, Inclusion, Mindfulness, and Excellence. Preferred • 3+ years of demonstrated experience managing a team at a large (600+ unit) property. • Multifamily residential operations experience. • Experience managing a high-volume service or dispatch environment. • Hands-on experience with RealPage or similar property management software. What We Offer At Prime Residential, we believe our people are our greatest investment. We’re proud to provide benefits that support your health and growth, including: • Comprehensive medical, dental, and vision coverage, including a zero-cost medical plan option. • PTO plus company-wide holidays, 2 floating holidays, a day off for your birthday, and a day to give back through volunteering. • Paid Parental Leave. Because the most important things in life shouldn't have to compete with work. • A 401 (k) plan with potential company match to help you plan for the future. • Tuition reimbursement to support your continuous learning and career development. • Team members receive exclusive housing discounts at Prime-managed properties, because we believe the people who build great communities should get to be part of them. JOIN OUR TEAM:?If you are a dedicated professional with a passion for excellence and customer service, we would love to hear from you! Apply now to join Prime Residential and contribute to our vibrant community.?? Privacy Notice: https://www.primegrp.com/ccpa-info-current-and-prospective-employees/ At Prime Residential, we celebrate and support diversity for the benefit of our employees, our business, and our community.?? Prime is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Prime is also committed to compliance with all fair employment practices regarding citizenship and immigration status and, where applicable, pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.?? Regarding Prime Residential's Compensation Philosophy:?The pay range for this position refers to what we reasonably expect to compensate for this role. Individual compensation is based on various factors, including experience, education, skillset, and geographic location. The specified range is reflective of the intended regional labor market.? Salary Description $121,730 annually