About Client

The client is a fast-growing commercial HVAC services company built on a family-owned, trades-led foundation. With a strong reputation for delivering high-quality mechanical service solutions, the company combines modern technology, operational discipline, and a people-first culture to support long-term growth. Leadership is hands-on, collaborative, and deeply invested in building a high-performing organization where operations professionals have a direct impact on customer experience, team success, and business performance.

Job Summary

The Commercial Dispatch Operations Manager will oversee all dispatch and office-side service operations for a mid-sized growing commercial HVAC business. This individual will lead the dispatch and customer service team, drive operational efficiency, improve service delivery, and partner closely with field leadership to maximize technician utilization, response times, and customer satisfaction. The ideal candidate is a strong operational leader with experience in commercial service environments who thrives in a fast-paced, growth-oriented setting and understands how to balance accountability, systems, and culture.

What We Offer

• Competitive base salary: $95,000 – $115,000 annually, based on experience

• Performance-based bonus opportunity tied to operational and revenue metrics

• Medical, dental, vision, and life insurance benefits

• 401(k) with company match

• Paid time off, including vacation, sick time, and paid holidays

• Company-provided phone, laptop, and operational tools

• Career advancement opportunities within a growing organization

• Collaborative, family-oriented culture with direct access to leadership

Essential Duties & Responsibilities

• Lead, coach, and develop the dispatch and customer service team

• Oversee daily dispatch operations and ensure efficient scheduling and technician utilization

• Drive a high-level customer experience through responsive communication and follow-up

• Establish, implement, and improve dispatch workflows, SOPs, and operational processes

• Monitor and manage operational KPIs including response times, ticket resolution, revenue per truck, and service efficiency

• Partner closely with field operations leadership to coordinate workload, staffing capacity, and service delivery

• Collaborate with sales and account management teams to support contract execution and customer onboarding

• Identify operational bottlenecks and implement process improvements to increase efficiency and profitability

• Support hiring, onboarding, training, and performance management for office operations staff

• Maintain a positive, accountable, and team-oriented office culture

Qualifications

• 5+ years of experience in dispatch, service operations, or operations management within commercial HVAC, mechanical services, plumbing, electrical, or related trades

• Minimum 2 years of leadership or team management experience

• Strong understanding of commercial service operations and dispatch workflows

• Experience with field service management software such as ServiceTitan, BuildOps, FieldEdge, or similar platforms

• Proven ability to manage KPIs, reporting, and operational performance metrics

• Strong organizational, problem-solving, and communication skills

• Ability to lead effectively in a fast-paced, high-demand service environment

• Experience developing SOPs, workflows, and operational processes preferred

• Valid driver’s license with a clean driving record

• High level of professionalism, accountability, and customer service orientation

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.