Area Service Operations Enablement Leader

Johnson Controls•San Diego, CA

3d•Hybrid

About The Position

Johnson Controls is a global leader in smart, healthy, and sustainable buildings. In this enterprise leadership role, you will help shape HVAC/Controls service operations execution across one of seven North America Areas and translate strategy into local market action. You will partner closely with global Service practice leadership, Area, market, and business system leaders to accelerate best in class service quality and on-time delivery while ensuring service delivery is performed efficiently with year over year productivity gains. Other critical business measures are recurring revenue growth, customer retention, and service technician productivity. This is a highly visible, influence-based role without direct reports, focused on aligning front-line leaders, coaching teams, and creating clear execution discipline across the Area. The Area Service Operations Enablement Leader is responsible for driving adoption and sustainment of the HVAC/Controls service strategy as it pertains to best-in-class delivery and customer satisfaction while utilizing the Johnson Controls propriety Business System toolset. This role partners closely with field service leaders to implement standardized service processes, visual daily management, problem-solving routines, customer-focused KPIs, and continuous improvement practices that improve customer outcomes, technician productivity, operational performance, and employee engagement.

Requirements

Bachelor's degree in Business, Engineering, Operations, or related field preferred.
7+ years of service operations, field operations, continuous improvement, or operational excellence experience.
Demonstrated experience leading Lean transformations, process implementation, or operational change initiatives.
Strong knowledge of Lean, visual management, standard work, KPI management, and continuous improvement methodologies.
Excellent facilitation, coaching, communication, and influencing skills.
Ability to work effectively across multiple levels of the organization without direct authority.
Strong analytical, organizational, and project management capabilities.
Experience in HVAC, building systems, industrial services, or related environments preferred.

Responsibilities

Lead deployment and sustainment of Lean service delivery processes across assigned service organizations and branches.
Partnering with branch leadership, implement visual daily management systems, tiered accountability routines, and performance management cadences.
Coach service managers, supervisors, and frontline teams on Lean principles, standard work, root cause problem solving, and continuous improvement methodologies.
Drive adoption of customer-focused KPIs including response time, resolution time, customer contract renewals, backlog management, contract execution, technician utilization, and productivity metrics.
Facilitate value stream mapping, waste elimination initiatives, and process improvement workshops.
Partner with Area and Branch leadership teams to problem solve operational performance gaps and implement countermeasures to resolve.
Monitor implementation progress, measure business impact, and provide regular updates to senior leadership.
Support change management activities, communications, training, and stakeholder engagement during transformation initiatives.
Coordinate with peers to align best practices and standardize successful operating methods across branches within and across all Areas in the Americas Region.