Manager of Performance and Compliance

Del-Air Heating & Air Con•Lake Mary, FL

About The Position

The Manager of Performance and Compliance is responsible for optimizing operational capacity, workforce alignment, and revenue performance across HVAC, Plumbing, and Electrical service lines. This role leverages data, real-time scheduling tools, and cross-functional collaboration to ensure the right resources are deployed at the right time to maximize efficiency, customer satisfaction, and revenue outcomes. The manager leads a high-performing team, partners closely with leadership, and drives results through disciplined execution, accountability, and continuous improvement.

Requirements

Bachelor’s degree in a related field with 3–5 years of relevant customer service, operational, or performance management experience.
In lieu of a degree, a minimum of 6 years of applicable experience is required.
Sales and operational experience required.
Strong computer proficiency, including advanced knowledge of Microsoft Office (Word, Excel, PowerPoint).
Eligibility to legally work in the United States.
Must be at least 18 years of age.
Ability to successfully pass a background check and drug screening.
Strong interpersonal and professional communication skills.
Proven ability to manage daily operations while planning for short- to mid-term organizational goals.
Demonstrated commitment to employee development and team building.
High-level influencing, leadership, and collaboration capabilities.
Ability to lead teams toward measurable outcomes in a fast-paced environment.
Strong judgment and decision-making skills, including the ability to perform under pressure.
Ability to handle highly confidential employee and business information with discretion.

Nice To Haves

Applicable military experience will be considered.

Responsibilities

Lead and oversee direct reports to ensure effective utilization of the Service Titan dispatch board, aligning the right technician and right resource coordinator to each service opportunity.
Drive revenue performance through strategic capacity planning, scheduling optimization, and real-time decision-making.
Supervise, train, coach, and develop team members to ensure consistent execution and professional growth.
Own performance against established KPIs while ensuring compliance with departmental policies and procedures.
Develop and foster strong working relationships across departments to improve alignment, communication, and operational efficiency.
Promote a sales- and service-driven, customer-focused culture built on accountability, transparency, and results.
Hire, onboard, coach, evaluate, and, when necessary, take corrective action with department team members.
Manage department schedules to ensure adequate coverage during all hours of operation, adjusting staffing based on demand and service levels.
Monitor real-time performance metrics and prepare daily, weekly, monthly, quarterly, and annual KPI and performance reports.
Conduct regular team meetings and one-on-one sessions to reinforce expectations, review performance, and drive engagement.
Identify, evaluate, and implement processes and protocols to improve workflow efficiency, capacity utilization, and customer experience.
Partner with Del-Air leadership to develop, manage, and monitor departmental budgets, ensuring alignment with financial goals.
Implement and sustain best-in-class operational and performance management practices.
Provide clear, timely communication to leadership regarding performance trends, risks, timelines, and improvement opportunities.
Ensure consistent review and management of the dispatch board to maximize scheduling capacity and revenue potential.
Lead daily huddles and actively participate in cross-functional meetings and initiatives.
Foster a team culture that supports Del-Air’s “Customer for Life” philosophy.
Collaborate with leadership to establish measurable, realistic, and policy-aligned departmental goals.
Maintain a safe and compliant work environment with safety as a top priority.
Lead special projects and perform additional duties as assigned to support organizational objectives.
Ensure compliance with all Del-Air policies, procedures, and regulatory requirements.
Responsible for special projects as requested by management and other duties/ responsibilities as assigned to meet the ongoing needs of the organization.