Position Summary:
We are seeking a seasoned Chief Operating Officer to oversee all operational functions across our company. Reporting directly to the CEO, this critical role will integrate, optimize, and scale operational performance across multiple departments including Field Technician Operations, Sales, Dispatch, Customer Service, Human Resources, and Administration.
Core Responsibilities:
• Directly managing, coaching, and developing departmental heads across operations, dispatch, sales management, customer service, and field service teams.
• Ensuring all departments consistently meet defined performance standards, execute against clear KPIs, and adhere to company policies and procedures.
• Led weekly executive and operational team meetings, ensuring accountability, clarity, and follow-through across all team initiatives and goals.
• Making key decisions regarding operational staffing, resource allocation, departmental leadership, and operational budgeting.
Strategic Project Execution
• Taking full ownership of strategic growth initiatives including new market entries, introduction of new service verticals (e.g., insulation, chimney services), automation and technology enhancements, and operational scalability projects.
• Collaborating closely with the CEO and CGO to align operational execution with strategic growth plans and financial performance targets.
• Establishing clear timelines, success criteria, and reporting systems for tracking and ensuring the timely execution of all operational projects.
Financial and Performance Accountability
• Closely monitoring financial performance metrics including net profit margins, operational cost management, departmental budget adherence, and job-level profitability.
• Regularly reviewing operational budgets and performance scorecards, ensuring alignment with company-wide financial objectives and profitability standards.
• Partnering with the CFO and CGO to forecast operational resource needs, manage labor efficiency, and optimize service capacity utilization. Operational Excellence and Systems Development
• Building and refining comprehensive Standard Operating Procedures (SOPs), detailed workflows, and operational playbooks to support sustainable growth and efficiency.
• Driving adoption and optimization of company-wide software and tools including Workiz, Asana, Looker Studio, Google Sheets, QuickBooks, and Go High Level (GHL).
• Ensuring data integrity, accurate KPI tracking, and consistent reporting standards across all operational systems and departments. Quality Assurance and Customer Experience
• Overseeing quality assurance processes, including technician training, customer service standards, and issue-resolution protocols to maintain high customer satisfaction ratings.
• Proactively managing and addressing operational challenges that impact service quality, customer retention, and online reputation management.
• Ensuring operational teams consistently deliver exceptional customer experiences aligned with company’s core values and brand promises.
Candidate Qualifications and Requirements:
The ideal candidate will possess a proven track record of operational leadership, systems development, and high-performance team management, specifically within fast-paced service-based, or field operations environments. Qualifications include:
• 7+ years of senior-level operational leadership experience, preferably as COO or equivalent, in multi-location home services, HVAC, construction, or related industry.
• Demonstrated success in scaling operations, optimizing departmental structures, and implementing rigorous accountability systems across teams.
• Strong financial acumen, with the ability to manage budgets, profitability, and resource allocation strategically and efficiently.
• Excellent organizational and prioritization skills, with the capability to manage multiple high-priority initiatives simultaneously.
• Expertise with relevant business management software and tools including Workiz, Asana, Looker Studio, Google Workspace, QuickBooks, and CRM systems (GHL preferred).
• Exceptional communication skills and the ability to clearly articulate objectives, set expectations, and drive accountability throughout an organization.
• Strong emotional intelligence, capable of building trust, credibility, and positive working relationships across all levels of the organization.
• A passion for continuous improvement, accountability, data-driven decision-making, and operational excellence.
