Senior Ops Manager- HVAC
WILMINGTON, NC
Full Time
Experienced
The HVAC Operations Manager is responsible for leading day-to-day service, installation, and sales operations to ensure profitability, efficiency, and high customer satisfaction. This role oversees field teams, drives performance metrics, and ensures consistent execution of company standards across HVAC operations.
Key Responsibilities
Operations Leadership
- Oversee daily HVAC service and installation operations
- Ensure jobs are completed on time, on budget, and to quality standards
- Manage scheduling, dispatch, and workforce utilization
- Monitor capacity planning and adjust staffing as needed
Financial Performance
- Own and manage HVAC P&L performance
- Drive revenue growth while maintaining target margins
- Monitor KPIs such as:
- Average ticket
- Conversion rates
- Revenue per technician
- Gross margin
- Identify cost-saving opportunities and operational efficiencies
Team Management & Development
- Lead, coach, and develop service technicians, installers, and supervisors
- Recruit, onboard, and retain top talent
- Conduct ride-alongs and performance reviews
- Foster a culture of accountability, safety, and customer-first mindset
Sales & Customer Experience
- Support and drive HVAC sales performance (service and replacement)
- Ensure technicians follow sales processes and present options properly
- Resolve escalated customer issues professionally and promptly
- Maintain high customer satisfaction scores and online reputation
Process & Systems
- Utilize platforms such as ServiceTitan for:
- Dispatch optimization
- Reporting and KPI tracking
- Job costing and invoicing
- Implement and enforce operational best practices and SOPs
- Ensure compliance with local, state, and federal regulations
Safety & Compliance
- Enforce all safety policies and procedures
- Conduct regular safety meetings and training
- Ensure proper licensing, certifications, and permits
Qualifications
- 5+ years of HVAC operations or field leadership experience
- Strong understanding of residential and/or light commercial HVAC systems
- Proven experience managing teams and driving performance
- Experience with ServiceTitan or similar field service software preferred
- Strong financial acumen and ability to manage budgets and KPIs
- Excellent leadership, communication, and problem-solving skills
Compensation & Benefits
- Competitive base salary + performance-based bonus
- Company vehicle or allowance (if applicable)
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
Preferred Experience
- Experience in multi-trade environments (HVAC, plumbing, electrical)
- Background in private equity-backed or high-growth service companies
- Experience scaling operations or opening new service lines
- Service Titan experience preferred
Success Metrics (What Winning Looks Like)
- Revenue and gross margin targets consistently achieved
- Improved technician productivity and capacity utilization
- High employee retention and engagement
- Strong customer satisfaction and online reviews
- Clean, efficient, and scalable operational processes
100K+ salary opportunity plus bonus for the right candidate
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