Operations Manager

About the Role The HVAC Operations Manager is responsible for driving performance across all HVAC service and install operations for Blue Ox Heating & Air in both the Minneapolis and Rochester markets. Working closely with the General Manager, this role ensures consistent execution, strong technician performance, and a high quality customer experience across both locations. This is a hands on leadership role. You will be actively involved in the field, coaching technicians, solving problems in real time, and making decisions that directly impact team performance and customer outcomes. Compensation Base salary is $130,000 annually, paid according to Legendary Home Services Standard payroll policy. This role is eligible to participate in the HVAC Operations Manager Bonus Plan, see attached. Who You Are You are a strong operator who leads from the front and holds a high standard for performance. You move quickly, communicate clearly, and take ownership of results. You are just as comfortable conducting ride alongs and coaching technicians as you are reviewing KPIs and driving accountability across the team. You do not let issues sit. You address them, solve them, and improve the process moving forward.

Key Responsibilities Field Operations:

Own day to day HVAC service and install operations across Minneapolis and Rochester Ensure consistency in execution, quality, and customer experience across both markets Align technician skillsets with job types to maximize efficiency and productivity Be actively present in the field to coach technicians and resolve issues in real time Maintain high standards for workmanship, safety, and professionalism

Performance Management:

Lead weekly KPI reviews using ServiceTitan and internal reporting tools

• Track and improve key metrics including:
• Revenue per job
• Average ticket
• Conversion rate
• Technician efficiency and billable hours
• Callback rates and quality scores Drive accountability to monthly and quarterly goals Identify performance gaps and implement clear action plans to improve results

Technician Development:

Conduct regular ride alongs and hands on coaching across both markets Develop technicians in technical skills, customer communication, and service execution Build clear career paths from apprentice to lead to senior technician Reinforce Legendary standards in every customer interaction Hold technicians accountable while providing the tools and support to succeed

Recruiting & Retention:

Own full cycle hiring for HVAC technicians and installers Build and maintain a strong pipeline of talent in both markets Partner with leadership to identify staffing needs and growth opportunities Retain top performers through coaching, accountability, and a strong team culture

Materials & Logistics:

Ensure all jobs are properly prepared with materials, equipment, and scheduling alignment Partner with warehouse and install teams to eliminate delays and inefficiencies Maintain truck stock standards and ensure technicians are set up for success daily

Cross-functional Collaboration:

Work closely with dispatch, call center, and sales teams to maximize job capacity Align scheduling, demand, and technician availability across both markets Utilize ServiceTitan to monitor performance, identify trends, and drive decision making Support marketing and sales initiatives to drive growth Qualifications 5+ years of leadership experience in HVAC operations or related trades Strong background in residential HVAC service and/or installation Proven ability to lead, coach, and develop technicians Experience managing KPIs and driving measurable performance improvement Proficiency with ServiceTitan or similar service management software preferred Strong communication and leadership skills Valid driver's license The 5 Big Things — What Success Looks Like The team performs: Success means technicians are hitting their individual KPIs consistently. Revenue per job, conversion rates, and quality scores are trending in the right direction month over month. You develop people, not just manage them: Success is a technician team that is visibly better six months after you arrived: stronger on the truck, stronger with customers, and more confident in their craft.

Customers feel the difference:

Success means customer satisfaction scores are consistently high and trending up. The technicians you develop show up on time, communicate clearly, and leave every job better than they found it. Nothing falls through the cracks operationally: Success means materials are ordered, jobs are dispatched correctly, and the call center and field teams are operating in sync. No missed jobs, no wasted runs, no surprises.

The GM trusts your judgment:

Success is a General Manager who delegates field operations to you with confidence, because you've shown the discipline, follow-through, and leadership presence that earns that trust. What Onboarding Looks Like In your first 30 days, you will learn the business: shadowing dispatchers, riding along with technicians, and building relationships with your service supervisors and call center team. By day 60, you will be running your weekly KPI cadence independently, have identified your top coaching priorities across the technician team, and be actively recruiting to fill any open roles. By day 90, you are fully in the seat, owning field performance, driving accountability to monthly goals, and operating as a trusted partner to the General Manager. Legendary Home Services is an equal opportunity employer and considers all applicants without regard to protected characteristics under applicable law.