Service Sales & Operations Manager

Highland Commercial Management•Baldwin Park, CA

10d•$80,000 - $120,000•Onsite

About The Position

Highland Commercial Roofing is seeking an experienced Service Sales & Operations Manager to lead and grow our service department out of our Baldwin Park, California location. This is an established, high-impact role within our organization, and we are looking for a driven leader to build on its foundation and take the department to the next level. The Service Sales & Operations Manager owns the performance of the service business from end to end; from the first roof inspection through proposal, contract execution, and crew scheduling. This role cultivates long-term customer relationships that fuel repeat and referral work. A central priority for this role is the continued expansion and growth of the service department: increasing repair and maintenance volume and scaling operations to meet demand. This position will also be instrumental in implementing and championing RoofCare, Highland’s proactive roof maintenance program. The Service Sales & Operations Manager will help drive RoofCare adoption across our customer base, turning reactive repairs into scheduled, budgetable maintenance relationships that protect our customers’ roofing investments and create recurring value for the business. Reporting directly to the Regional Vice President, this is a fully on-site, customer-facing leadership role that blends field expertise, sales ability, operational discipline, and people leadership.

Requirements

5–7 years of experience in commercial roofing services, repair, or a closely related construction/building-services field.
Proven experience leading and managing a team, including direct reports and field crews.
Hands-on roofing knowledge — able to perform roof inspections, diagnose repair and maintenance needs, and accurately scope work across common commercial roofing systems.
Demonstrated ability to generate proposals and close service/repair work, with a track record of driving revenue and growth.
Strong customer service and communication skills, both written and verbal, with a consultative, relationship-driven approach.
Proficiency with CRM and general business software for managing contracts, service requests, and scheduling.
Valid California driver’s license and a clean driving record; ability to travel to job sites and work on-site at the Baldwin Park location.
Ability to work on-site full-time and be present in the field and office as the role requires.
Able to climb ladders, access rooftops, and safely traverse commercial roofs and job sites in a variety of weather and temperature conditions.
Able to lift and carry up to 25lbs regularly with the ability to bend, stoop, twist, kneel, reach, and stand or walk for extended periods. This is an active, on-site role, not a desk job.

Nice To Haves

Experience growing or scaling a service department or service line, including building processes, teams, and recurring-revenue programs.
Familiarity with proactive roof maintenance programs and recurring service/maintenance agreements
Estimating experience for commercial roofing repairs and maintenance.
Knowledge of manufacturer warranties and warranty compliance for commercial roofing systems.
Strong organizational and multitasking skills, with the ability to manage multiple crews, projects, and customers simultaneously.
Bilingual (English/Spanish), with the ability to communicate effectively with crews and customers.
Working knowledge of Cal/OSHA and roofing safety standards.
Industry certifications or manufacturer training (e.g., manufacturer installer/inspector certifications) or a degree in construction management, business, or a related field.

Responsibilities

Grow the service department by increasing repair and maintenance volume, building capacity, and continuously improving service operations and profitability.
Champion and implement RoofCare, Highland’s proactive maintenance program, enrolling customers into scheduled maintenance plans, and converting one-time repairs into long-term maintenance relationships.
Maintain long-term customer relationships through above-industry-standard communication — responsive, proactive, and consultative — serving as the trusted point of contact for service customers.
Deliver an exceptional customer service experience, resolving issues quickly, setting clear expectations, and following through to build loyalty, repeat business, and referrals.
Perform roof inspections, generate accurate and compelling repair and maintenance proposals, manage contract execution, and schedule and coordinate 3–4 repair crews to deliver work on time and to standard.
Generate repair and maintenance leads through service calls, site visits, and proactive customer outreach, identifying additional scope and opportunities during every customer interaction.
Manage contracts, service requests, and scheduling through the company's CRM, ensuring accurate records, timely follow-up, and full visibility into the service pipeline.
Lead, coach, and develop the service team, including repair crews and support staff, setting clear goals, holding the team accountable, and fostering a safety-first, customer-first culture.
Recruit and onboard new team members as the department grows, building the bench strength needed to scale.
Partner with the Regional Vice President and cross-functional teams (estimating, production, and administration) to align service operations with broader company objectives.