Operations Manager
$140,000–$170,000 year
On-siteNew York, United States
Job Summary
Own key BCR strategic account relationships as the senior escalation point for unresolved Field Supervisor issues. Track portfolio-level renewal risk, satisfaction, and service performance while driving expansion opportunities within existing accounts. Set service standards and pricing guidance for Field Supervisors and technicians, ensuring consistent quality and response times across all teams. Directly manage, coach, and performance-manage three Field Supervisors, leading the hiring process and building their autonomy to run crews without routine upward escalation. Use data to identify at-risk accounts, underperforming crews, and staffing gaps before they become escalations. Own field operations' contribution to revenue and margin, including pricing guidance, account profitability, and labor efficiency. Ensure field work aligns with contract requirements, codes, and regulatory standards while maintaining oversight of technician certifications and safety practices.
Required Qualifications
- Hands-on technical background in HVAC service, installation, or maintenance, sufficient to credibly evaluate and support Field Supervisors on technical matters
- 7+ years of experience in HVAC field services, with meaningful time spent managing supervisors or managers, not just individual technicians
- Demonstrated experience managing a multi-team or multi-crew field operation
- Experience owning key client account relationships in a service industry context
- Strong communication skills across technical, client-facing, and executive-reporting contexts
- Valid driver's license and reliable transportation
Desired Qualifications
- HVAC licensure/certification (e.g., EPA 608, relevant trade license) - preferred
- Experience with platforms such as Microsoft Dynamics, ServiceTitan, or similar CRM/field service tools - preferred
- Existing relationships with property managers, brokers, or facility stakeholders in the NYC market - preferred
- Prior experience building out a supervisor layer as a field operation scales - preferred
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