Vice President of Operations

Position Mission

To drive enterprise-wide operational excellence, scalable growth, and cultural alignment across all IHS branches by leading General Managers, optimizing multi-branch performance, and ensuring consistent execution of best-in-class service delivery and customer experience.

Overview

Intermountain Home Services is seeking a strategic and results-oriented Vice President of Operations to lead and scale performance across its growing network of branches. This executive leader will oversee all field operations through direct leadership of General Managers, ensuring consistent execution of company standards while driving financial performance, operational efficiency, and leadership development across the organization.

The VP of Operations will serve as a key member of the senior leadership team, translating company strategy into operational execution. This role requires a leader who can operate at both a strategic and tactical level, setting direction, building systems, and leading accountability while fostering a high-performance culture across all locations.

Success in this role requires strong multi-unit leadership experience, deep operational expertise, and the ability to build scalable processes, develop leaders, and drive disciplined execution across diverse markets.

Key Responsibilities

Enterprise P&L Leadership

• Own aggregated revenue, gross margin, and EBITDA performance across all branches
• Partner with executive leadership on forecasting, budgeting, and long-term growth planning
• Identify opportunities to improve profitability through pricing, cost controls, and operational efficiencies

Multi-Branch Operational Excellence

• Ensure consistent execution of the IHS Branch Playbook across all locations
• Standardize best practices in service, sales, installation, dispatch, and warehouse operations
• Drive continuous improvement initiatives to increase efficiency, quality, and scalability
• Monitor and optimize key operational KPIs across branches

Leadership & Organizational Development

• Lead, coach, and develop General Managers to drive performance and accountability
• Build a strong leadership pipeline and succession planning across all branches
• Establish clear performance expectations and accountability systems at every level
• Foster a culture of high performance, ownership, and continuous improvement

Growth & Market Expansion

• Support new branch launches, acquisitions, and market expansions
• Partner with sales and marketing leadership to ensure operational readiness for growth
• Identify opportunities for increased market share and service line expansion

Customer Experience Excellence

• Ensure consistent, industry-leading customer experience across all branches
• Monitor enterprise-level metrics such as NPS, online reputation, and customer retention
• Develop systems to proactively address customer issues and improve service quality

Operational Discipline & Business Rhythm

• Establish and enforce a consistent operating cadence across all branches (daily, weekly, monthly, quarterly)
• Lead regular performance reviews with General Managers to track KPIs and drive accountability
• Utilize data and reporting to identify trends, gaps, and opportunities

Safety, Compliance & Risk Management

• Champion a culture of safety and compliance across all locations
• Ensure adherence to regulatory requirements and company policies
• Mitigate operational and financial risks through strong controls and oversight

Systems, Tools & Process Optimization

• Drive adoption and optimization of systems such as Service Titan and other operational tools
• Partner with internal teams to improve reporting, analytics, and technology utilization
• Build scalable infrastructure to support continued growth

Qualifications

• 10 years of progressive leadership experience in multi-unit operations, service, or field-based environments
• Bachelor’s degree preferred and master’s degree desired
• Proven track record of leading leaders (e.g., General Managers or equivalent) across multiple locations
• Strong enterprise-level P&L management experience
• Deep understanding of operational KPIs, workforce planning, and performance management systems
• Demonstrated success in scaling operations and driving consistent execution across locations
• Exceptional leadership presence with the ability to influence at all levels of the organization
• Experience in home services, trades, or field service industries strongly preferred
• Experience with Service Titan or similar platforms preferred
• Strong strategic thinking, communication, and decision-making skills

Why you should work with us:

One Team. Relentless Standards. Results That Matter.

At Intermountain Home Services (IHS) and its family of brands, we don’t just fix pipes and tune HVAC units—we build a platform for people to grow, lead, and thrive. From day one, every team member joins a company that’s scaling smart, led by strong values, and driven by a mission to serve both our communities and our employees with excellence.

We empower our brands and our people to win together—designing systems, developing talent, and holding ourselves to elite standards in everything we do. Our employees aren’t just part of a company, they’re part of something bigger: a movement to define the future of home services with urgency, discipline, and full ownership.

Intermountain Home Services is an Equal Opportunity Employer and does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, military service, or other non-merit factor