Director of Service Operations

Opportunity Profile

Location: Cincinnati, Ohio

Position Title: Director of Service Operations

The Opportunity:
This is a unique opportunity for an accomplished commercial HVAC service leader to step into a highly visible leadership role within a growing Service organization. The Director of Service Operations will be entrusted with leading the operational execution of a well-established commercial HVAC service business while helping shape its next phase of growth. The organization has more than doubled its service business over the past several years and is committed to continued expansion, creating a platform where the successful candidate can make a lasting impact on customers, employees, and overall business performance.

The individual selected for this role will lead a service organization with approximately 30 employees and operational responsibility supporting an $11-12 million service and retrofit business. The position offers the opportunity to influence every aspect of service operations, including customer experience, technician effectiveness, operational processes, financial performance, workforce development, and organizational accountability.

Success in this role will come from building strong relationships with customers, mentoring emerging leaders, developing operational discipline, and ensuring the right resources are aligned with customer needs. The Director will work closely with sales and operational leadership to support growth while maintaining the culture and responsiveness of a local business backed by the strength and resources of a larger organization.

The Company:
The company operates as part of a larger national organization while maintaining a decentralized operating model that allows local leadership teams to run their business with entrepreneurial flexibility. Leadership describes the organization as benefiting from the resources of a large enterprise while preserving the agility, culture, and responsiveness of a locally operated company.

The Cincinnati operation traces its roots back to 1938 and has built a highly respected reputation within the local mechanical contracting market. Today, the organization continues to focus on growth, customer service excellence, and operational performance across commercial HVAC service, construction, retrofit, building automation, security, and integrated building solutions.

The business has demonstrated a strong commitment to investing in its service platform, leadership team, and sales infrastructure, creating a clear path for continued growth and career advancement.

The Boss:
The Director of Service Operations will report directly to the General Manager, a deeply experienced industry leader whose career reflects broad success across service sales, service operations, construction leadership, and executive management. Over nearly a decade with the organization, he has held leadership responsibilities that include Service Sales Manager, Director of Service Operations, Vice President of Service, construction leadership roles, and General Manager responsibilities overseeing multiple mechanical operations.

His leadership philosophy emphasizes people, culture, accountability, mentorship, and long-term team development. He is committed to investing time in selecting the right leaders, believing that strong cultural alignment and leadership character are just as important as technical qualifications. Candidates can expect a collaborative leadership environment focused on coaching, trust, and organizational growth.

The Position:
The Director of Service Operations leads the day-to-day execution of the commercial HVAC Service business, providing strategic leadership and support to Service Operations, Service Administration, and the broader field organization. This individual will ensure operational excellence, customer satisfaction, financial performance, employee development, and continuous improvement throughout the Service organization.

The role serves as a key leadership position responsible for mentoring emerging leaders, strengthening operational processes, driving accountability, partnering with sales leadership, and helping position the business for future growth.

Essential Functions (Other duties may be assigned):

• Lead the overall execution of commercial HVAC service operations while ensuring safe, efficient, and profitable performance.
• Provide leadership, coaching, and accountability to Service Management and Service Administration leadership.
• Develop and improve operational processes, workflows, and standard work practices that enhance customer satisfaction and productivity.
• Partner closely with Service Sales leadership to ensure customer commitments are delivered successfully and growth objectives are achieved.
• Oversee workload balancing, staffing effectiveness, scheduling efficiency, dispatch performance, and customer responsiveness.
• Serve as a senior point of escalation for customer concerns and operational challenges.
• Maintain focus on profitability, forecasting, budgeting, labor productivity, utilization, and key operational metrics.
• Coach, mentor, and develop future leaders while fostering a culture of teamwork, accountability, and continuous improvement.
• Utilize operational dashboards, KPIs, and business systems to make informed decisions and improve business results.
• Promote a culture of safety, compliance, operational excellence, and customer-focused service delivery.

Qualifications:

• Progressive leadership experience within commercial HVAC or mechanical service operations.
• Demonstrated success leading both field and office service organizations.
• Strong operational, financial, and customer-service acumen.
• Proven ability to lead managers, mentor teams, and drive accountability.
• Experience managing operational planning, dispatch, scheduling, workforce utilization, and performance metrics.
• Excellent communication, coaching, organizational, and relationship-building skills.

Education and Experience:

• Bachelor’s degree in Business, Construction Management, Engineering, Mechanical Systems, or a related discipline; or equivalent industry experience.
• Minimum seven years of progressive leadership experience in commercial HVAC or mechanical service operations.
• Ideal candidates will bring significant industry tenure and the leadership maturity necessary to mentor developing managers and help build the next generation of operational leadership.

Competencies:

• Leadership and team development.
• Customer relationship management.
• Financial and operational management.
• Process improvement and continuous improvement leadership.
• Strategic thinking and decision-making.
• Communication, coaching, and mentoring.
• Accountability and performance management.
• Collaboration across operations, administration, sales, accounting, safety, and executive leadership.

Work Environment:
This position operates within a fast-paced commercial HVAC service environment that requires close collaboration among field operations, service administration, sales, customers, and executive leadership. The successful candidate will thrive in an organization focused on growth, continuous improvement, customer service excellence, and people development.

Compensation:
The organization offers a competitive compensation package that includes performance-based incentive opportunities, comprehensive benefits, retirement savings programs, paid time off, company-provided insurance benefits, professional development opportunities, and leadership growth potential.