Senior Repairs Manager

Position Summary

Brookstone Management is seeking a highly experienced Senior Repairs Manager to lead repair operations across our property preservation, REO, and default servicing portfolios. This role is responsible for driving operational excellence, contractor performance, repair execution, client satisfaction, and financial results while ensuring compliance with investor, insurer, and client requirements.

The Senior Repairs Manager serves as a key liaison between Brookstone and its clients, providing operational leadership, strategic guidance, and performance management for repair-related programs. This position requires a strong background in field services, property preservation, construction management, insurance repairs, and vendor management.

This is a client-facing leadership role that requires regular interaction with clients, investors, vendors, and internal stakeholders. Travel of up to 30% is required for client meetings, field audits, vendor reviews, conferences, and operational assessments.

Key Responsibilities

Operational Leadership

Lead all repair-related operations, including bid review, project execution, quality control, and completion management.
Develop and implement scalable processes that improve service delivery, quality, cycle times, and customer satisfaction.
Monitor repair performance metrics and implement corrective action plans as needed.
Ensure repairs are completed in accordance with client, investor, and regulatory requirements.
Drive continuous process improvement initiatives to increase operational efficiency and profitability.

Client Management

Serve as a primary operational point of contact for assigned clients and repair programs.
Participate in client meetings, business reviews, operational calls, and performance discussions.
Present performance results, action plans, operational updates, and recommendations to clients.
Address escalations and develop solutions to ensure client satisfaction and retention.
Partner with Business Development and Executive Leadership on new client onboarding and expansion opportunities.

Vendor & Contractor Management

Oversee contractor performance, capacity planning, recruiting, and vendor scorecards.
Establish performance expectations and accountability standards for repair contractors.
Conduct vendor reviews and implement corrective action plans when performance issues arise.
Support vendor training initiatives and ensure compliance with client requirements and service level agreements.

Quality & Compliance

Ensure repair work meets Brookstone quality standards and client expectations.
Partner with Quality Control teams to identify trends and implement preventative measures.
Conduct field audits and operational reviews to validate workmanship and service quality.
Ensure compliance with investor guidelines, client requirements, and applicable regulations.

Financial Oversight

Review repair estimates, scopes of work, bids, and change orders.
Monitor repair costs, profitability, and program financial performance.
Identify opportunities to improve margin while maintaining service quality and compliance.
Support budget development and forecasting activities.

Team Leadership

Lead, mentor, and develop U.S.-based operations and repair personnel.
Establish clear performance expectations and accountability measures.
Foster a culture of ownership, collaboration, and continuous improvement.
Support succession planning and employee development initiatives.

Required Qualifications

7+ years of experience in property preservation, REO, mortgage field services, restoration, construction management, or related industries.
5+ years of leadership experience managing repair operations, contractors, or field service programs.
Strong knowledge of repair estimating, scope development, contractor management, and quality control.
Experience working directly with mortgage servicers, investors, insurers, asset managers, or field service companies.
Strong client-facing communication and presentation skills.
Ability to analyze operational and financial performance data and develop action plans.
Proficiency in Microsoft Excel and operational reporting tools.
Valid driver's license and ability to travel up to 30%.

Preferred

Experience with FNMA, Freddie Mac, HUD, VA, USDA, and private investor requirements.
Knowledge of Xactimate, XactPRM, RepairBase, Aspen/iProperty, iConfigure, Equator, or similar platforms.
Background in hazard claims, insurance restoration, or large-scale repair programs.
PMP, construction management, or related certifications.

Core Competencies

Client Relationship Management
Operational Leadership
Vendor Performance Management
Strategic Planning
Construction & Repair Oversight
Financial Acumen
Quality Assurance
Process Improvement
Presentation & Communication Skills
Cross-Functional Leadership