JOB SUMMARY :
At Cline’s Air Conditioning, you’ll join a veteran-owned, family-focused powerhouse that’s racing to dominate Spokane and North Idaho—and you’ll be the catalyst. As our Director of Operations, you’ll own our playbook—from maximizing technician billable hours with data-driven scheduling in ServiceTitan to documenting and continuously refining SOPs across every department. You’ll lead and develop our managers through our rigorous three-part interview process, drive fast-paced growth with extreme accountability, and ensure we operate flawlessly and compliantly. You’ll thrive here because everything we do is Inspirational —we show up to impact our team, our customers, and chase our full potential; Disciplined —we do what we say, every day; Accountable —we hold ourselves and each other to extreme standards; Transparent —we move quickly with full visibility; Aligned —we tie every person’s growth to the company’s success; and Results Oriented —we get sh
- t done. In return, enjoy a competitive base salary, profit-sharing bonuses, comprehensive benefits, and the opportunity to build our operations from the ground up—no idea left untested and no win too small.
ABOUT US :
At Cline’s AC, we don’t just install HVAC systems—we set the standard for quality, expertise, and customer satisfaction. As Spokane’s most reliable HVAC company, we have been serving homeowners, businesses, and contractors since 1988 with a commitment to excellence that goes beyond just getting the job done. We believe in building lasting relationships, not just with our customers, but with our employees and industry partners. Our team is made up of high performers who take pride in their craft, support each other, and never settle for average. We invest in ongoing training, the best tools and technology, and a work culture that values accountability, growth, and teamwork. At Cline’s, we offer competitive wages, career advancement opportunities, and a company culture that feels like family. Whether it’s a company BBQ, team outings, or simply celebrating wins together, we believe in creating an environment where people love to work. If you’re looking for a company that values excellence, integrity, and the pursuit of being the best, Cline’s AC is the place for you.
KEY RESPONSIBILITIES :
Leadership & Culture :
Lead and hold accountable all department managers across Service, Install, Fleet, Warehouse, Safety, and Administration.Set the tone for a disciplined, high-performance culture built on belief, accountability, and alignment with our veteran-led values.Hire, coach, and develop leaders who uphold company standards and strengthen our winning culture.Enforce the company’s three-part interview process to ensure cultural and performance fit across all hires.Lead from the front — motivate, support, and celebrate your team while holding firm to performance expectations.Performance & Accountability :
Own company-wide KPIs : technician productivity, install completion rates, first-call resolution, CSAT, NPS, on-time arrival, and revenue goals.Develop and run departmental scorecards and lead weekly reviews with department heads.Build clarity on targets and expectations for every position, coaching underperformers and celebrating top performers.Drive operational growth by maximizing billable hours, optimizing schedules, and improving process efficiency.Process & SOP Development :
Create, document, and enforce SOPs across every department to standardize operations and scale efficiently.Continuously evaluate and improve systems and workflows for dispatch, service, installation, and warehouse management.Lead change-management initiatives to ensure new processes are adopted, sustained, and producing measurable results.Build a culture of continuous improvement — measure, test, refine, and raise the standard constantly.Systems & Technology :
Train on, utilize, and become an expert-level user of our CRM — ServiceTitan.Build, manage, and optimize ServiceTitan dashboards, price books, workflows, automations, and reporting tools.Train department managers and team members on proper use of ServiceTitan to ensure accuracy, consistency, and accountability across the company.Maintain data integrity and ensure full adoption of technology to improve visibility, efficiency, and decision-making.Financial & Operational Oversight :
Partner with the Executive Team and Finance on budgets, forecasting, and P&L accountability.Monitor departmental profitability and implement cost-control measures to protect margins.Oversee fleet management, procurement, and warehouse operations with clear accountability and tracking systems.Manage vendor and supplier relationships to ensure quality, timeliness, and cost-effectiveness.Compliance & Safety :
Maintain all permitting, licensing, and regulatory compliance at the federal, state, and local levels.Oversee safety training, quality assurance, and field audits to ensure standards are met and risks are mitigated.Strategic Growth & Collaboration :
Collaborate with the Executive Team on growth initiatives such as new service lines, geographic expansion, and tech rollouts.Partner with Sales and Marketing to align operations with customer demand and company goals.Drive operational readiness for expansion, ensuring scalable systems, trained teams, and measurable performance metrics.QUALIFICATIONS :
7+ years in ops leadership within home services or a related field.Demonstrated ability to scale multi-site operations and protect culture.Deep expertise in ServiceTitan (price books, dashboards) and CRM systems.Strong financial acumen : budgeting, forecasting, P&L, cost control.Proven SOP creator : you document everything, from workflows to training guides.Exceptional communicator, coach, and change-agent.Veteran background or affinity a huge plus—but leadership and operational grit required.BENEFITS & CULTURE :
$90,000-$110,000 salary plus quarterly profit sharingCompany cell phone and computerContinued educationMedicalDental, Vision, Accident Insurance are also available401K PlanOpportunity for advancementPaid holidays after one year of employmentPaid vacation timeOur family of employees participate in hunting trips, camping trips, BBQ’s and other fun activities throughout the year.Employee Recognition Program that provides bonuses and / or paid time off when employees provide exceptional service to the company and our customers.OUR MISSION :
Setting the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence.
OUR VISION :
To be the undisputed household name for HVAC excellence in Spokane and Coeur d’Alene
OUR CORE VALUES :
Inspirational : Everything we do is bigger than us. We show up to work not just for ourselves but to impact our team, create the best solutions for our customers, and chase our full potential.Disciplined : We do what we say we are going to do. No exceptions. We train every day to continue learning and growing.Accountable : We hold ourselves and our team accountable because true growth doesn’t happen by accident. Extreme accountability leads to extraordinary results.Transparent : We have big goals and move quickly. Our team operates with transparency to prioritize the work that gets us closer to those goals.Aligned : We hire growth-oriented individuals because our business can’t grow if our people aren’t growing. We align our business goals with every team member’s personal, professional, and financial goals—when our team wins, the company wins.Results Oriented : We get thingsAbout Cline's Heating and Air Conditioning :
Cline’s Heating and Air is a veteran-owned HVAC leader serving Spokane and North Idaho since 1988. Founded by the Cline family on a bedrock of integrity and a promise to “fix what others only replace” we’ve built deep community roots and a reputation for top-tier workmanship—you’ve likely seen our technicians at parts and supply houses. In May 2024, the Boston family acquired Cline’s, tripling our size within the first year while keeping our vision, mission, and core values intact. Today, we invest in our people with competitive wages, ongoing certification training, and clear career paths so every team member can excel. As we press forward to become the undisputed authority in local HVAC services, we’re looking for skilled, dependable professionals who share our commitment to excellence and community. Join us and help shape the next chapter of Cline’s Heating and Air.
