Commercial Service Operations Manager

freije Engineered Solutions Company•Indianapolis, IN

16d•Hybrid

About The Position

This role owns the administrative, workflow, systems, and process discipline for the office side of Commercial Service operations, complementing the Field Service Manager's focus on technicians and field execution. The position is responsible for the financial performance and reporting of Commercial Service, including revenue, profitability, labor performance, work-in-progress (WIP), backlog, unbilled costs, and budget adherence. A key aspect of this role is managing the WIP process, ensuring timely and accurate billing, and driving down unbilled costs. The manager will also be responsible for job setup, tracking, and closeout from a process perspective, ensuring clear scope, budget, and financial visibility. Additionally, the role involves leading, coaching, and developing the service coordination team, ensuring excellent customer service from the office side, and partnering with the Field Service Manager on staffing and capacity planning. Strategic process improvement, training on business systems, annual budgeting support, and effective collaboration with internal partners are also critical components of this position. The role requires modeling and reinforcing company Core Values.

Requirements

High school diploma or General Education Degree (GED) required
3 to 7 years of relevant service operations, business operations, or financial/analytical experience required
Microsoft Office Suite experience required
Service management or ERP system experience required (job costing, WIP, billing, dispatch)
Strong analytical skills with the ability to build, interpret, and act on KPIs and financial reporting
Demonstrated experience owning and improving business processes
Strong written and verbal communication skills
Carry a valid driver license and have dependable transportation required
Ability to visit jobsites occasionally and lift up to 25 pounds

Nice To Haves

Associate or bachelor’s degree in business, accounting, finance, construction management, or a related field preferred
7 to 10 years of relevant experience preferred
advanced Excel skills strongly preferred
Leadership, team development, and recruiting experience preferred
Working knowledge of commercial HVAC/R service operations preferred

Responsibilities

Own the office side of Commercial Service operations — administration, workflow, systems, and process discipline.
Own Commercial Service financial performance and reporting, including revenue, profitability, labor performance, WIP, backlog, unbilled cost, and budget results.
Run the WIP process: review it regularly, drive aging down, and ensure work in progress is billed accurately and on time.
Build, maintain, and publish the KPIs and analytics used to run the business, turning the data into recommendations and action rather than reports alone.
Ensure quotes are produced, priced, sent, followed up on, and closed within expected timeframes.
Drive down unbilled cost and improve billing accuracy, cycle time, and cash conversion.
Own job setup, tracking, and closeout from a process standpoint so every job has clear scope, budget, and financial visibility from open to close.
Lead, coach, and develop the service coordination team, setting clear expectations, providing feedback and accountability, and supporting their development.
Ensure customers are taken care of from the office side — responsiveness, communication, documentation, invoicing accuracy, and resolution of billing or service concerns.
Partner with the Field Service Manager on staffing, scheduling, capacity planning, and workload balancing, bringing the data and analysis behind those decisions.
Own Commercial Service processes at a strategic level: identify gaps, design improvements, document standards, and drive adoption across the team.
Ensure Service Technicians and Office Coordinators are trained on and consistently using company's business systems and processes.
Support annual budgeting, forecasting, and operating priorities.
Partner effectively with field teams, sales, accounting, project teams, Safety, HR, and other internal partners.
Model company's Core Values and reinforce them through leadership decisions, coaching, recognition, and accountability.