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 managementExperience managing multi-location field teams or regional operationsStrong job costing and labor budgeting experienceOSHA-10 or OSHA-30 certifiedExperience working with permitting, inspections, and builder complianceKey Competencies for Success :
Leadership & Team DevelopmentField Operations ExpertiseProcess Improvement & StandardizationJob Costing & Financial AcumenCommunication & Conflict ResolutionSafety-First MindsetTime Management & AccountabilityCustomer Focus & ResponsivenessKey Responsibilities :
Operational Leadership
Oversee daily operations of HVAC installation, service, and maintenance teamsDevelop and implement Standard Operating Procedures (SOPs) to drive efficiency, safety, and qualityCoordinate work schedules and project timelines to minimize downtime and maximize productivityEnsure timely permitting, inspections, staging, and material delivery across all projectsProvide strategic oversight to scheduling, dispatching, procurement, and inventory functionsDevelop and manage labor budgets with the General Manager and departmental leadsDirect labor-saving installation methods and operational best practicesTeam Management
Hire, train, and evaluate HVAC technicians, installers, and support staffConduct performance reviews, administer merit-based raises, and manage disciplinary actionsPromote a culture of accountability, safety, and high performance through structured coachingDevelop 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 expectationsLead bi-weekly team meetings to review performance metrics, job quality, and field executionMonitor daily crew progress, whereabouts, and performance; ensure accountability and responsivenessProject & Service Oversight
Monitor project progress for both residential and commercial jobs, ensuring scope, schedule, and budget adherenceConduct jobsite visits, quality inspections, and field surveys to ensure workmanship and job completenessResolve escalated technical and customer concerns professionally and promptlyControl warranty exposure through training, quality monitoring, and corrective actionsCoordinate closely with the Service and Installation departments to align expectations and resourcesCustomer Relations
Act as the escalation point for high-profile clients and complex projectsEnsure clear, consistent communication with customers regarding scheduling and timelinesCollaborate with sales and estimating teams to review project scope and expectationsMonitor and respond to customer satisfaction feedbackAssist accounting with collections, as needed, to close out job filesFinancial Management
Support company budgeting, forecasting, and job costing initiativesReview job profitability, technician productivity, and material cost efficiencyApprove procurement requests, timesheets, and invoices in partnership with department leadsEnsure daily billing is submitted to accounting by 10 : 00 a.m.Compliance & Safety
Ensure compliance with OSHA, EPA, and internal safety proceduresConduct regular jobsite safety audits and enforce safe working practicesMonitor adherence to building codes, mechanical standards, and environmental regulationsTraining, Recruitment & Development
Lead technician development through structured onboarding, skills training, and ongoing educationImplement service delivery procedures, performance standards, and accountability toolsMaintain relationships with recruiters, trade schools, and industry partners to identify strong talentCultivate partnerships with builders and other trades to support long-term business growthReporting & Communication
Provide regular performance reports and improvement plans to the General ManagerUtilize CRM, scheduling, and project management systems (e.g., ServiceTitan) to track job progressLead weekly and bi-weekly operations meetings, aligning the field team with broader company goalsOther Duties as Assigned
Collaborate cross-functionally to implement initiatives, solve operational challenges, and enhance service deliveryPerform additional tasks and responsibilities as needed to support company objectivesKey Performance Indicators (KPIs) :
Labor Utilization
Track daily technician productivity and field hoursTarget : ≥ 90% technician billable utilization rate
Job Completion Timeliness
Monitor average days to completion for all installation and service jobsTarget : ≥ 95% of jobs completed within scheduled timeline
Gross Margin Performance
Maintain or improve gross margins across all field departmentsTarget :
Retail / Retrofit : ≥ 40%
Service : ≥ 55%New Construction (RNC) : ≥ 36%Training Compliance
Track staff training completion and certification updatesTarget : 100% of field staff meeting annual training and recertification requirements
Warranty Callbacks
Reduce warranty exposure through quality assuranceTarget :
Technician Retention & Advancement
Promote internal advancement and reduce field staff turnoverTarget : ≥ 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 deskOccasionally lifting and / or moving up to 25 poundsWalking, standing, climbing stairs / ladders, and navigating uneven surfaces when on job sitesReaching with hands and arms, and using hands to handle or operate tools, equipment, or office technologyDriving between office and field locations as neededReasonable 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 conditionsNoise levels that may range from moderate to loudDust, dirt, and other environmental factors typical of job sitesPersonal protective equipment (PPE) must be used as required, in accordance with company safety standards and job site conditions.
