Director of Estate Care

About the Opportunity

An established builder of architecturally unique custom homes and complex, large-scale renovations is hiring a Director of Estate Care to lead its home and estate maintenance division. The company is a collaborative team of builders and craftspeople with a culture built on excellence in project delivery and client care. It is based in Ardmore, PA, and works in Philadelphia, the surrounding counties, and Delaware.

Role Summary

You lead and are fully accountable for the Estate Care division, building it into a world-class, highly profitable concierge home care business that delivers Four Seasons-level service to ultra-high-net-worth homeowners. You are also the primary relationship steward for the company’s most important long-term clients, making sure everyone who trusted the company with their most prized asset keeps feeling exceptional care long after the project is complete.

Key Outcomes

• Revenue growth: Annual revenue grows across all service lines: monthly service, scheduled maintenance, and select projects.
• Profitability: Historical gross margins hold and expand. You own the P&L in full (budgeting, forecasting, cost control, and monthly close with Finance) and keep overhead from eroding profit as the division scales.
• Clients who stay and refer: A 5.0 out of 5.0 client satisfaction score, 95%+ year-over-year retention, no unresolved complaints escalating past the Director level, and clients who actively refer new ultra-high-net-worth households.
• A larger client base: More enrolled households, won on two fronts: deeper service within the company’s roughly 50 existing construction clients, and net-new ultra-high-net-worth clients across the region.
• A high-performing team: You lead and develop four Client Services Managers, grow the team as revenue grows, hold CSM billable utilization at 80%, and identify or recruit and develop a strong second-in-command by the end of Year 2.
• Systems built to scale: A full audit of systems, workflows, scheduling, and client records within 90 days. Documented playbooks by the end of Year 1 for client onboarding, property intake, seasonal maintenance scheduling, CSM dispatch, trade partner management, invoicing, and response times. Infrastructure that supports $15M in revenue at an expense ratio under 10%.
• A trade partner network clients can count on: Vetted, highly responsive trade partners and specialty vendors with clear service levels (such as same-day or next-day emergency response) and priority access for clients, plus ongoing judgment on where in-house technicians deliver a better experience or margin.

What You’ll Bring

• An owner’s mindset: A track record of growing a business or business unit, not just maintaining one. You act without waiting for direction, pursue opportunities, and are comfortable building from scratch.
• Client obsession: A record of earning deep trust from demanding, discerning clients. You know small failures feel enormous to this clientele, and you respond with urgency and warmth, anticipating problems before they surface.
• Leadership that develops people: You have built or significantly grown a team and can point to people who are better for having worked for you. You set clear expectations, coach rather than micromanage, and make tough personnel calls when needed.
• Financial acumen: You have owned a budget or P&L and know how to price services for premium positioning while hitting margin targets.
• Operational discipline: You build repeatable, scalable systems and use technology so the business grows without growing chaos or cost.
• Presence, discretion, and judgment: You build trusted relationships with clients, household managers, estate representatives, architects, and designers. You are trusted with sensitive access and information, stay calm and decisive when things go wrong, and are available for client emergencies, including after hours.