Operations Manager

Cascade Residential Servi • San Antonio, TX

13d • Hybrid

About The Position

The Operations Manager will oversee the daily operations of our HVAC service, maintenance, and installation departments. This role is responsible for improving operational efficiency, supporting department leaders, driving revenue and profitability, maintaining customer satisfaction, and ensuring technicians and office staff have the tools and leadership needed to succeed. The Operations Manager will work closely with the General Manager and leadership team to manage workflow, staffing, scheduling, technician performance, customer experience, and overall departmental execution across residential and commercial HVAC operations.

Requirements

• High School Diploma/GED required
• Minimum of 5 years of experience in HVAC or field-service operations, including supervisory or management experience
• Strong understanding of P&L management, job costing, and operational KPIs
• Proficiency with ServiceTitan or similar field-service management software
• Excellent leadership, coaching, and team-building skills
• Strong analytical and problem-solving skills with the ability to interpret operational data
• Ability to communicate clearly and effectively with technicians, office staff, and leadership
• Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

• Bachelor's degree in Business, Construction Management, or related field preferred

Responsibilities

• Oversee daily operations of the service, maintenance, install, and dispatch departments
• Ensure efficient scheduling and workflow management to maximize technician productivity
• Monitor labor utilization, job profitability, callbacks, and operational KPIs
• Develop and improve operational processes, procedures, and department standards
• Assist with staffing plans, workload balancing, and seasonal operational strategies
• Support after-hours and on-call operations when necessary
• Monitor department revenue, gross profit, labor percentages, and efficiency metrics
• Help establish and maintain pricing standards and operational budgets
• Review job costing, overtime usage, warranty expenses, and inventory controls
• Identify opportunities to improve profitability and reduce operational waste
• Assist leadership with forecasting and growth planning
• Ensure high levels of customer satisfaction and service quality
• Assist with resolving escalated customer concerns professionally and promptly
• Support company initiatives related to online reputation, reviews, and customer retention
• Ensure teams maintain company standards for communication, appearance, and workmanship
• Utilize ServiceTitan and other operational software to manage reporting, scheduling, and performance tracking
• Monitor dashboards and KPIs including: average ticket, revenue per technician, callback percentage, maintenance conversion rates, install close rates, membership growth, and labor efficiency
• Assist with implementation and optimization of operational technology and processes
• Directly responsible for the teams in the respective area.
• Responsibilities include hiring, onboarding, training, and technician development; planning, assigning, and directing work; conducting performance reviews and accountability meetings; rewarding and disciplining employees; setting expectations/goals and employee development; addressing complaints and resolving problems.
• Fosters a positive team culture focused on professionalism, accountability, and growth.
• Works with department managers to improve communication and teamwork.
• Provides ongoing coaching and leadership to help field and office personnel succeed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED