Chief Operating Officer

Pro-Serv Food Equipment • New Bern, NC

7d • Onsite

About The Position

Pro-Serv Facility Solutions is seeking a proven, high-accountability Chief Operating Officer (COO) to serve as the day-to-day leader of the business and turn the CEO's vision into consistent execution. This role requires real authority, ownership, and direct accountability for operating performance across the company. The COO will unite Finance and Operations, strengthen department-level accountability, remove cross-functional roadblocks, and build the disciplined operating system needed to scale Pro-Serv across the Carolinas. The CEO retains ownership of vision, culture, strategic growth, major relationships, and final executive decisions, while the COO owns day-to-day execution, operating discipline, and company results. The Chief of Staff reports directly to the CEO and supports CEO priorities, executive coordination, special projects, and communication, without sitting between the COO and department leaders.

Requirements

• Must hold an active North Carolina HVAC H2 license and remain eligible to serve as the company's license qualifier.
• Senior operations or executive leadership experience in a multi-location service, facility, construction, HVAC/R, commercial equipment, or skilled-trades organization.
• Demonstrated success leading multiple departments and managers through growth, change, and operational pressure.
• Strong financial understanding, including P&L ownership, gross margin, labor productivity, cash flow, and forecasting.
• Ability to install structure without creating unnecessary bureaucracy.
• Strong command of operating systems, KPIs, scorecards, process documentation, and management accountability.
• Direct, professional communicator who can make difficult decisions, resolve conflict, and maintain trust.
• Comfort working in a fast-moving, blue-collar service business where customers and field teams require immediate support.

Nice To Haves

• Success in the first 12 months includes clear and consistently followed executive seats, accountability, and decision rights.
• Dispatch, scheduling, and customer communication operating at 95% or better process compliance within the first 12 months.
• Operational backlogs (parts-ready jobs, deficiencies, estimates, completed-not-invoiced work) controlled within the first 12 months.
• Accurate weekly scorecards, on-track leadership Rocks, and Level 10 meetings producing real resolution within the first 12 months.
• Improvement in gross profit and EBITDA while maintaining strong customer retention and service quality within the first 12 months.
• Implementation, adoption, and auditing of NetSuite/FSM and core operating processes within the first 12 months.

Responsibilities

• Company-wide execution of the vision, annual plan, 90-day priorities, and operating standards.
• Leadership and accountability of the executive and departmental leadership teams.
• Operating performance across service, field operations, dispatch, customer experience, and support departments.
• Implementing and maintaining a consistent EOS/Traction rhythm, including scorecards, Rocks, Level 10 meetings, issue solving, and follow-through.
• Ensuring cross-functional alignment so every department operates as one company with clear priorities and measurable results.
• Translate company vision and strategy into clear annual, quarterly, monthly, and weekly execution priorities.
• Lead the executive team, establish clear ownership, and hold leaders accountable for measurable outcomes.
• Run the company's operating cadence and ensure commitments are completed on time without repeated reminders.
• Identify breakdowns early, solve root causes, and prevent recurring operational failures.
• Create visibility through accurate dashboards, scorecards, forecasts, and executive reporting.
• Provide direct executive oversight of Finance/CFO, Field Operations, Dispatch and Scheduling, Customer Success and Accounts, Parts, Estimating, Warranty, and Inventory.
• Oversee Sales and Business Development, HR and People, Install and Total Care Solutions, Fleet Management, and IT.
• Ensure department leaders understand their authority, standards, scorecards, and non-negotiable responsibilities.
• Align staffing, systems, training, and resources with company growth and service demands.
• Partner with the CFO to manage revenue, gross profit, EBITDA, cash flow, labor productivity, AR, and departmental budgets.
• Drive profitable growth while protecting service quality, customer retention, and the Pro-Serv reputation.
• Review operating and financial results weekly and take corrective action when performance is off plan.
• Build accountability for backlog reduction, timely billing, estimate follow-up, and completion-to-invoice speed.
• Set and enforce one Pro-Serv standard for call intake, scheduling, customer ETAs, technician support, checkout, estimating, and follow-up.
• Ensure urgent calls, key accounts, and escalations receive fast ownership and professional communication.
• Improve first-time completion, reduce callbacks, and protect customer confidence across every branch and service line.
• Build a leadership culture based on ownership, urgency, communication, discipline, and follow-through.
• Coach leaders, address performance gaps promptly, and ensure standards apply consistently to everyone.
• Build, implement, and manage a company-wide safety structure, including policies, training, audits, incident review, and corrective action.
• Build and manage structured technician and office training systems with defined onboarding, recurring training, testing, documentation, and accountability.
• Lead implementation of major systems and process changes, including NetSuite/FSM readiness, adoption, and compliance.
• Model the Pro-Serv standard of owning the result, communicating early, keeping commitments, solving problems at the root, and never accepting repeated failure as normal.

Benefits

• Performance bonus
• Compensation formally reviewed after six months based on role performance, company results, and final scope of responsibility.
• Bonus earned through measurable company performance and leadership execution.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed