Senior Manager – Global Residential Maintenance Management Solutions in Houston, Texas at Hines

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.

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 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

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.

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 5,000 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 Company’s prestigious annual list of the World’s 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.

No calls or emails from third parties at this time please.

Closing

Hines is a global real estate investment, development and property manager. The firm was founded by Gerald D. Hines in 1957 and now operates in 28 countries. We manage a $92.3B¹ portfolio of high-performing assets across residential, logistics, retail, office and mixed-use strategies. Our local teams serve 634 properties totaling over 225 million square feet globally. We are committed to a net zero carbon target by 2040 without buying offsets. To learn more about Hines, visit www.hines.com and follow @Hines on social media. ¹Includes both the global Hines organization as well as RIA AUM as of June 30, 2022.

Visit www.hines.com for more information.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.