Operations Manager

The Operations Manager will oversee the daily operations of our HVAC service, maintenance, and installation departments. This role is responsible for improving operational efficiency, supporting department leaders, driving revenue and profitability, maintaining customer satisfaction, and ensuring technicians and office staff have the tools and leadership needed to succeed.

The Operations Manager will work closely with the General Manager and leadership team to manage workflow, staffing, scheduling, technician performance, customer experience, and overall departmental execution across residential and commercial HVAC operations.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Operational Leadership

• Oversee daily operations of the service, maintenance, install, and dispatch departments

• Ensure efficient scheduling and workflow management to maximize technician productivity

• Monitor labor utilization, job profitability, callbacks, and operational KPIs

• Develop and improve operational processes, procedures, and department standards

• Assist with staffing plans, workload balancing, and seasonal operational strategies

• Support after-hours and on-call operations when necessary

Financial & Performance Oversight

• Monitor department revenue, gross profit, labor percentages, and efficiency metrics

• Help establish and maintain pricing standards and operational budgets

• Review job costing, overtime usage, warranty expenses, and inventory controls

• Identify opportunities to improve profitability and reduce operational waste

• Assist leadership with forecasting and growth planning

Customer Experience

• Ensure high levels of customer satisfaction and service quality

• Assist with resolving escalated customer concerns professionally and promptly

• Support company initiatives related to online reputation, reviews, and customer retention

• Ensure teams maintain company standards for communication, appearance, and workmanship

Systems & Technology

• Utilize ServiceTitan and other operational software to manage reporting, scheduling, and performance tracking

• Monitor dashboards and KPIs including: average ticket, revenue per technician, callback percentage, maintenance conversion rates, install close rates, membership growth, and labor efficiency

• Assist with implementation and optimization of operational technology and processes

Supervisor Responsibilities of this Role

Oversees field and office personnel across the service, maintenance, install, and dispatch departments. Carries out supervisory responsibilities in accordance with organization policies and applicable laws.

• Directly responsible for the teams in the respective area.

• Responsibilities include hiring, onboarding, training, and technician development; planning, assigning, and directing work; conducting performance reviews and accountability meetings; rewarding and disciplining employees; setting expectations/goals and employee development; addressing complaints and resolving problems.

• Fosters a positive team culture focused on professionalism, accountability, and growth.

• Works with department managers to improve communication and teamwork.

• Provides ongoing coaching and leadership to help field and office personnel succeed.

Success Factors and Performance Indicators

The Operations Manager's success will be measured by many factors pertaining to the job, including, but not limited to:

• Operational Leadership: Ability to drive efficiency and results across multiple departments.

• Financial Acumen: Understanding of job costing, profitability, and budget management.

• Team Development: Ability to coach, train, and hold staff accountable.

• Process Improvement: Champion the belief and adherence to procedures and processes.

• Problem Solving: Analysis and resolution at both strategic and tactical levels.

• Commitment to Company Values.

They will have responsibility for hitting the following KPIs set by the General Manager

• Revenue per Technician

• Callback Percentage

• Labor Efficiency

• Average Ticket

• Maintenance Conversion Rate

• Install Close Rate

• Membership Growth

• Job Profitability / Gross Margin

Minimum Qualifications

• High School Diploma/GED required; Bachelor's degree in Business, Construction Management, or related field preferred

• Minimum of 5 years of experience in HVAC or field-service operations, including supervisory or management experience

• Strong understanding of P&L management, job costing, and operational KPIs

• Proficiency with ServiceTitan or similar field-service management software

• Excellent leadership, coaching, and team-building skills

• Strong analytical and problem-solving skills with the ability to interpret operational data

• Ability to communicate clearly and effectively with technicians, office staff, and leadership

• Ability to manage multiple priorities in a fast-paced environment

Physical Demands and Work Environment

Physical Demands:

• Primarily an office- and field-based role; ability to travel to job sites, branches, and customer locations as needed

• Ability to sit or stand for extended periods while working at a computer or in meetings

• Occasional lifting of up to 25 pounds

• Ability to work more than 40 hours per work week, including some evenings and weekends, as needed

• May occasionally be exposed to job site conditions when visiting technicians in the field

Working Environment:

Work is primarily performed in an office setting, with regular visits to job sites, warehouses, and customer locations. Employees may occasionally be exposed to noise, dust, and varying weather conditions while visiting field locations.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.