Director of Service Operations

Director of Service Operations

Commercial HVAC Service | Comfort Systems USA Ohio- Cincinnati

Comfort Systems USA Ohio is seeking an experienced Director of Service Operations to lead the operational performance of our commercial HVAC Service business in Cincinnati.

This leadership role is responsible for the day-to-day execution, financial performance, customer experience, and development of the Service organization. The Director provides leadership and direction to the Service Manager, who leads field technicians, and the Service Administration Manager, who oversees dispatch, scheduling, customer support, billing readiness, and administrative operations.

Working closely with the Service Sales Manager and other business leaders, the Director will ensure customer commitments are met, resources are aligned with demand, and service operations support profitable growth.

This opportunity is well suited for an experienced commercial HVAC service leader who understands both the field and business sides of service operations and enjoys developing people, improving processes, and solving operational challenges.

Key Responsibilities

• Lead the overall execution and performance of the commercial HVAC Service department, with accountability for safe, efficient, customer-focused, and profitable operations.

• Provide leadership, coaching, and direction to the Service Manager and Service Administration Manager while establishing clear expectations and accountability for results.

• Oversee the coordination of field operations, dispatch, scheduling, customer communication, purchasing, billing readiness, and administrative support.

• Manage departmental financial performance, including budgets, forecasts, labor productivity, utilization, overtime, gross margin, backlog, work-in-progress, and service agreement profitability.

• Partner with the Service Sales Manager to ensure service agreements, repairs, quoted work, emergency service, warranty work, and customer commitments are executed effectively.

• Evaluate staffing levels, workload, and operational capacity to ensure resources are aligned with customer demand and business needs.

• Use operational data and KPIs to identify performance trends, address challenges, and improve productivity, profitability, and service delivery.

• Develop and improve processes that strengthen scheduling, technician productivity, communication, job closeout, billing readiness, and overall customer experience.

• Serve as a leadership escalation point for significant customer concerns and operational issues while supporting long-term customer relationships.

• Build a strong culture of safety, accountability, teamwork, and employee development in partnership with Safety, HR, Sales, Accounting, and executive leadership.

What Success Looks Like

During the first year, the Director of Service Operations will:

• Establish clear expectations, accountability, and performance measures across field and service administration leadership.

• Improve coordination between technicians, dispatch, administration, sales, and other business functions to create a more consistent customer experience.

• Strengthen visibility into labor utilization, profitability, backlog, service agreement performance, and other key operational measures.

• Identify and implement practical process improvements that increase efficiency, productivity, and timely job closeout and billing readiness.

• Develop Service leadership and employees while building a collaborative, accountable, and safety-focused team.

Qualifications and Experience

• Bachelor's degree in Business, Construction Management, Engineering, Mechanical Systems, or a related field, or equivalent industry experience.

• Minimum of 7 years of progressive leadership experience in commercial HVAC or mechanical service operations.

• Demonstrated experience leading both field and office service operations.

• Strong understanding of commercial HVAC service, preventative maintenance agreements, repair operations, scheduling, dispatch, and customer support.

• Experience managing departmental budgets, forecasting, P&L performance, labor planning, and operational KPIs.

• Proven ability to lead managers, develop employees, manage performance, and build effective teams.

• Strong financial and operational judgment with experience using data to identify issues and make informed business decisions.

• Excellent communication, customer relationship, coaching, conflict resolution, and organizational skills.

• Experience with a commercial mechanical contractor or multi-trade service organization is preferred.

• Knowledge of building automation systems, integrated building services, ERP systems, or field service management platforms is helpful but not required.

Compensation, Benefits, and Work Arrangement

• Competitive salary based on experience

• Performance-based incentive opportunities

• Medical, dental, and vision insurance

• 401(k) with company match

• Paid time off and company holidays

• Company-paid life insurance and disability benefits

• Professional and leadership development opportunities

About Comfort Systems USA Ohio

Comfort Systems USA Ohio provides commercial HVAC, mechanical, building automation, security, and integrated building solutions to customers throughout Ohio.

As Director of Service Operations, you will have a meaningful role in shaping how our Service organization operates, develops its people, supports its customers, and delivers strong business results.