General Manager

Columbia Home Services • Wilmington, NC

31d • Onsite

About The Position

Columbia Home Services is a private-equity-backed platform of leading residential HVAC and plumbing OpCos. We are seeking a performance-driven General Manager to own full P&L responsibility for one of our operating companies, scaling operations, building high-performing teams, and delivering results against a rigorous weekly cadence framework we call GRIT. This is a hands-on leadership role for a proven operator who thrives on accountability, data, and execution. You will have direct access to platform resources, a strong operational playbook, and a peer network of GMs across the portfolio.

Requirements

• 10+ years of progressive leadership in residential HVAC, plumbing, or related home services
• Demonstrated P&L ownership for a $10M+ operation; prior GM or GM-equivalent role required
• Fluency with ServiceTitan or comparable field service management platform
• Proven track record of scorecard-driven management and data-based decision-making
• Strong financial acumen, comfortable reading P&Ls, bridging variances, and forecasting
• People-first leader with a track record of retaining and developing frontline talent
• Comfortable operating in a structured accountability environment (Entrepreneurial Operating System EOS/GRIT cadence)

Nice To Haves

• Experience in a PE-backed or multi-entity environment strongly preferred
• RNC or dual-division (HVAC + Plumbing) experience a plus

Responsibilities

• Full P&L ownership for an HVAC and/or plumbing OpCo with $10M+ in annual revenue and 20+ employees.
• Accountable for the full cycle, from lead generation through collections, and for every metric on the GRIT scorecard.
• Create Enough Demand (G): Maintain inbound (IB) booking rate ≥ 80% weekly; proactively address call center performance gaps.
• Manage lead volume to within 15% of weekly budget across inbound and outbound (OB) channels.
• Drive abandoned call rate to ≤ 5% through call center and dispatch coordination.
• Supplement IB shortfalls with targeted OB campaigns and technician-generated leads.
• Earn More, Protect Margin (I): Deliver weekly revenue within 15% of budget across HVAC, plumbing, and electrical segments.
• Achieve ≥ 50% blended gross margin; monitor and manage job-level profitability.
• Maintain average ticket at or above budget by trade; coach underperformers.
• Drive AOR close rate ≥ 40%; ensure Maintenance Service run rate ≥ 88%.
• Achieve ≥ 3.0 jobs per tech per day across all technician routes.
• Keep Customers and Memberships Growing (R): Hit quarterly membership enrollment targets; embed enrollment into every tech visit.
• Achieve net tech additions per quarterly plan; proactively manage attrition pipeline.
• Maintain customer satisfaction standards consistent with platform Net Promoter Score (NPS) and review benchmarks.
• Build a Winning Culture (T): Run the weekly GRIT Level 10 (L10) meeting same day, same time, every week, no exceptions.
• Hold tech-level performance reviews weekly; schedule ride-alongs for bottom 2 performers.
• Develop direct reports into future leaders; build bench depth across service, install, and dispatch.
• Escalate any metric off >15% for two consecutive weeks to leadership, proactively, not reactively.
• Operate against the GRIT Weekly Scorecard, a branch-level operating system that tracks performance by pillar every week.
• Responsible for each metric, the weekly review, and escalation when metrics go red.

Benefits

• Competitive base salary commensurate with scope and market
• Performance bonus tied directly to GRIT scorecard attainment and P&L outcomes
• Comprehensive health coverage: medical, dental, and vision for you and your family
• 401(k) with company match
• Paid time off and paid holidays
• Relocation assistance available
• Access to CHS leadership development programs and GM peer network

What This Job Offers

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