Operations Manager

Sila Services•Beltsville, MD

26d•$100,000 - $130,000•Onsite

About The Position

Sila Heating & Air Conditioning is seeking an experienced Operations Manager to oversee the day-to-day execution of their HVAC and plumbing field operations in Beltsville. This is a hands-on leadership role focused on keeping technicians productive, developing frontline leaders, solving operational problems, and using performance data to drive action. The Operations Manager will oversee the daily performance of HVAC Service, HVAC Installation, and Plumbing teams, ensuring alignment of people, equipment, materials, and schedules. The role involves being present in the shop and on job sites, reviewing dispatch, coaching leaders, analyzing KPIs, and proactively addressing issues.

Requirements

Proven field operations leadership experience in HVAC, plumbing, home services, or a comparable skilled-trades environment.
Track record of developing frontline leaders and improving technician performance.
Strong understanding of field KPIs, labor efficiency, callbacks, utilization, and profitability.
Experience using ServiceTitan or a comparable field-service platform.
Strong leadership presence with a willingness to spend significant time in the field.
Clear communicator who can coach, hold people accountable, and make decisions with urgency.
Working knowledge of safety and OSHA requirements.

Nice To Haves

Bachelor's degree preferred, but strong field leadership experience carries more weight.

Responsibilities

Ensure HVAC and plumbing teams are staffed, scheduled, equipped, and ready to perform each day.
Monitor dispatch, technician utilization, job completion, and field capacity throughout the day.
Resolve field escalations quickly before they affect customers or revenue.
Review callbacks, incomplete jobs, and operational issues to identify and address root causes.
Ensure installation crews have the equipment, materials, and job information needed to complete work efficiently.
Lead, coach, and develop department leaders, senior technicians, and installation leads.
Hold regular 1:1s focused on performance, development, and removing operational barriers.
Conduct ride-alongs, jobsite visits, and field audits to improve technician performance.
Partner with leadership and HR on hiring, onboarding, development, and performance management.
Build a culture of accountability, technical excellence, safety, and pride in doing the job right.
Drive improvement across key field metrics including labor efficiency, callbacks, first-call resolution, job completion, average ticket, and technician utilization.
Use performance data to identify specific problems and implement corrective action.
Ensure consistent execution of customer service, jobsite, vehicle, and documentation standards.
Improve job-costing accuracy by ensuring labor, materials, and technician time are captured correctly.
Lead callback and quality reviews with a focus on preventing repeat issues.
Maintain a proactive safety culture across HVAC and plumbing operations.
Ensure teams follow company policies, OSHA requirements, and trade-specific regulations.
Oversee vehicle and equipment readiness and address issues that could impact field capacity.
Support budgeting, headcount planning, and capacity forecasting with field-level insight.
Serve as a trusted operational partner to the General Manager or Associate Vice President.