Operations Manager

Position OverviewWe are seeking an experienced Operations Manager to lead the daily operations of our San Antonio HVAC service, maintenance, and installation teams.This role is responsible for improving operational efficiency, developing field and office teams, driving revenue and profitability, maintaining a strong customer experience, and ensuring employees have the tools, processes, and leadership needed to succeed.The Operations Manager will partner closely with the Senior Operations Leader and broader leadership team to oversee workflow, staffing, scheduling, technician performance, customer experience, and overall execution across residential and commercial HVAC operations.Key ResponsibilitiesOperational LeadershipOversee daily operations across HVAC service, maintenance, installation, and dispatch support.Improve scheduling and workflow to maximize technician productivity and field efficiency.Monitor labor utilization, job profitability, callbacks, and operational KPIs.Develop and improve operating procedures, processes, and department standards.Support staffing plans, workload balancing, and seasonal operating strategies.Provide support for after-hours and on-call operations as needed.Financial and Performance ManagementMonitor revenue, gross profit, labor percentages, and efficiency metrics.Support pricing strategies, operating budgets, forecasting, and growth planning.Review job costing, overtime, warranty expenses, and inventory controls.Identify opportunities to improve profitability and reduce operational waste.Partner with leadership to drive department performance and achieve financial goals.Team Leadership and DevelopmentLead field and office personnel across service, maintenance, installation, and dispatch.Support hiring, onboarding, training, and employee development.Set clear expectations, goals, and accountability standards.Conduct performance reviews, coaching conversations, and regular team meetings.Partner with department leaders to improve communication and teamwork.Foster a culture centered on professionalism, accountability, development, and results.Customer ExperienceMaintain high standards for customer satisfaction and service quality.Support resolution of escalated customer concerns.Drive initiatives related to customer retention, online reputation, and reviews.Ensure teams consistently meet company expectations for communication, appearance, and workmanship.Systems and TechnologyUtilize ServiceTitan and other operational systems for reporting, scheduling, and performance management.Monitor dashboards and performance trends across key operating metrics.Support implementation and optimization of operational technology, reporting, and processes.Key Performance IndicatorsSuccess in this role will include performance across metrics such as revenue per technician, callback percentage, labor efficiency, average ticket, maintenance conversion rate, install close rate, membership growth, and job profitability or gross margin.QualificationsHigh school diploma or GED required. Bachelor’s degree in Business, Construction Management, or a related field preferred.7+ years of experience in HVAC or field service operations, including leadership or management experience.Strong understanding of P&L management, job costing, budgeting, and operational KPIs.Experience with ServiceTitan or similar field service management software.Current HVAC Technician and EPA licenses.Strong leadership, coaching, and team development skills.Ability to analyze operational data and translate findings into action.Strong communication and problem-solving skills.Ability to manage multiple priorities in a fast-paced operating environment.Work EnvironmentThis is an office and field-based leadership role with regular interaction across branch operations, job sites, warehouses, and customer locations.The position may require occasional evenings or weekends depending on business needs, along with travel to local job sites and operating locations.What Success Looks LikeThe strongest Operations Managers are hands-on leaders who understand both the financial and people sides of the business. They know how to improve processes, develop strong teams, hold people accountable, solve operational issues quickly, and consistently deliver a great customer experience while driving profitable growth.