Operations Manager

Job Title: Operations Manager

Department: Executive

Work Hours: Standard company hours are Monday through Friday, 7:00 AM to 5:00 PM.

As a member of the management team, the Operations Manager is expected

to maintain availability during business hours and demonstrate flexibility to

respond to operational needs, jobsite issues, or urgent matters outside of

standard hours as necessary.

FLSA Status: Exempt

Pay Scale: $132,000-$143,000 annually, plus bonus.

Position Summary: The Operations Manager is responsible for leading the daily field execution of

HVAC installation, service, and maintenance projects across residential and commercial departments. Reporting to the General Manager, this role ensures jobs are completed efficiently, profitably, and to company standards-while promoting a culture of safety, professionalism, and continuous improvement.

The Operations Manager collaborates with internal teams-including scheduling,

inventory, and sales-and plays a critical role in team development, customer

satisfaction, and field process optimization. This position also ensures alignment

with operational KPIs, job costing, and labor strategies.

Reports To: General Manager

Required Qualifications:

• 5 years of experience in HVAC operations, installation, or service leadership
• Strong understanding of residential and commercial HVAC project cycles
• Proficient in Microsoft Office and field management tools (e.g., ServiceTitan)
• Demonstrated ability to lead field teams and drive performance improvements
• Excellent communication and organizational skills

Preferred Qualifications:

• 8 years in HVAC or skilled trades field management
• Experience managing multi-location field teams or regional operations
• Strong job costing and labor budgeting experience
• OSHA-10 or OSHA-30 certified
• Experience working with permitting, inspections, and builder compliance

Key Competencies for Success:

• Leadership & Team Development
• Field Operations Expertise
• Process Improvement & Standardization
• Job Costing & Financial Acumen
• Communication & Conflict Resolution
• Safety-First Mindset
• Time Management & Accountability
• Customer Focus & Responsiveness

Key Responsibilities:

Operational Leadership

• Oversee daily operations of HVAC installation, service, and maintenance teams
• Develop and implement Standard Operating Procedures (SOPs) to drive efficiency, safety, and quality
• Coordinate work schedules and project timelines to minimize downtime and maximize productivity
• Ensure timely permitting, inspections, staging, and material delivery across all projects
• Provide strategic oversight to scheduling, dispatching, procurement, and inventory functions
• Develop and manage labor budgets with the General Manager and departmental leads
• Direct labor-saving installation methods and operational best practices

Team Management

• Hire, train, and evaluate HVAC technicians, installers, and support staff
• Conduct performance reviews, administer merit-based raises, and manage disciplinary actions
• Promote a culture of accountability, safety, and high performance through structured coaching
• Develop and implement career development paths (Level 1 through Level 5 technicians/installers)
• Manage training calendars and ensure all field staff meet both technical and customer service expectations
• Lead bi-weekly team meetings to review performance metrics, job quality, and field execution
• Monitor daily crew progress, whereabouts, and performance; ensure accountability and responsiveness

Project & Service Oversight

• Monitor project progress for both residential and commercial jobs, ensuring scope, schedule, and budget adherence
• Conduct jobsite visits, quality inspections, and field surveys to ensure workmanship and job completeness
• Resolve escalated technical and customer concerns professionally and promptly
• Control warranty exposure through training, quality monitoring, and corrective actions
• Coordinate closely with the Service and Installation departments to align expectations and resources

Customer Relations

• Act as the escalation point for high-profile clients and complex projects
• Ensure clear, consistent communication with customers regarding scheduling and timelines
• Collaborate with sales and estimating teams to review project scope and expectations
• Monitor and respond to customer satisfaction feedback
• Assist accounting with collections, as needed, to close out job files

Financial Management

• Support company budgeting, forecasting, and job costing initiatives
• Review job profitability, technician productivity, and material cost efficiency
• Approve procurement requests, timesheets, and invoices in partnership with department leads
• Ensure daily billing is submitted to accounting by 10:00 a.m.

Compliance & Safety

• Ensure compliance with OSHA, EPA, and internal safety procedures
• Conduct regular jobsite safety audits and enforce safe working practices
• Monitor adherence to building codes, mechanical standards, and environmental regulations

Training, Recruitment & Development

• Lead technician development through structured onboarding, skills training, and ongoing education
• Implement service delivery procedures, performance standards, and accountability tools
• Maintain relationships with recruiters, trade schools, and industry partners to identify strong talent
• Cultivate partnerships with builders and other trades to support long-term business growth

Reporting & Communication

• Provide regular performance reports and improvement plans to the General Manager
• Utilize CRM, scheduling, and project management systems (e.g., ServiceTitan) to track job progress
• Lead weekly and bi-weekly operations meetings, aligning the field team with broader company goals

Other Duties as Assigned

• Collaborate cross-functionally to implement initiatives, solve operational challenges, and enhance service delivery
• Perform additional tasks and responsibilities as needed to support company objectives

Key Performance Indicators (KPIs):

Labor Utilization

• Track daily technician productivity and field hours
  • Target: ≥ 90% technician billable utilization rate

Job Completion Timeliness

• Monitor average days to completion for all installation and service jobs
  • Target: ≥ 95% of jobs completed within scheduled timeline

Gross Margin Performance

• Maintain or improve gross margins across all field departments
  • Target:
    • Retail/Retrofit: ≥ 40%
    • Service: ≥ 55%
    • New Construction (RNC): ≥ 36%

Training Compliance

• Track staff training completion and certification updates
  • Target: 100% of field staff meeting annual training and recertification requirements

Warranty Callbacks

• Reduce warranty exposure through quality assurance
  • Target: < 5% callback rate per job completed

Technician Retention & Advancement

• Promote internal advancement and reduce field staff turnover
  • Target: ≥ 80% retention annually and quarterly progress on career development plans

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demands:

The position requires the ability to perform a variety of physical tasks, including:

• Sitting or standing for extended periods while using a computer or working at a desk
• Occasionally lifting and/or moving up to 25 pounds
• Walking, standing, climbing stairs/ladders, and navigating uneven surfaces when on job sites
• Reaching with hands and arms, and using hands to handle or operate tools, equipment, or office technology
• Driving between office and field locations as needed

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Work Environment:

The primary work setting is a professional office environment. However, occasional field visits to residential and commercial job sites are required. During fieldwork, the employee may be exposed to:

• Active construction zones and varying outdoor weather conditions
• Noise levels that may range from moderate to loud
• Dust, dirt, and other environmental factors typical of job sites

Personal protective equipment (PPE) must be used as required, in accordance with company safety standards and job site conditions.

Salary : $132,000 - $143,000