Senior Manager Capacity Planning and Dispatch Operations

Job Description

Job Description

Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future.

  Are you ready to Be Part of Something BIGGER!

The Senior Manager of Capacity Planning and Dispatch Operations serves as the architectural backbone of our service delivery engine. The positions manages the enterprise operating system that converts available field labor into accurate, bookable, dispatchable, and revenue-producing capacity across multiple home service brands and regions. This role plays a critical part in driving operational efficiency, scaling newly acquired brands, and directly impacting EBITDA . The role connects center-level technician supply, local dispatch execution, system configuration, and Contact Center booking activity, so customers receive reliable appointment options, and the business deploys the right technician to the right call at the right time.

Instead of managing a traditional department of direct reports, the role provides functional and dotted-line leadership to center dispatchers nationwide. Data, technology, and cross-functional influence are used to align trade capacity with marketing demand and leverage automation to scale.

Essential job functions include:

Enterprise Capacity Planning & Demand Matching

• Capacity Framework: Own the company-wide capacity framework across all centers, trades (HVAC, plumbing, electrical), job types, technician skills, service areas, and operating hours.
• Forecast Modeling: Develop and maintain same-day, 7-day, 30-day, and 90-day seasonal capacity models of forecasted demand versus available skilled technician hours, incorporating vacancies, PTO, training, and seasonality.
• Marketing Alignment: Partner closely with Marketing and Inside Sales to match forward-looking technician capacity with digital lead-generation campaigns, preventing un-booked boards or wasted marketing spend.
• Capacity Gap Accountability: Identify and separate structural technician-supply gaps, scheduling/configuration gaps, dispatch-execution gaps, and demand gaps. Quantify financial exposure and present findings directly to regional leadership to mandate documented recovery plans.
• Technician Tiering: Map and manage technician skillsets and certifications within ServiceTitan, strategically shifting availability to align the right technicians with high-revenue or high-probability job types.

ServiceTitan Governance & Dispatch Pro Implementation

• System Ownership: Serve as the functional super-user and subject matter expert for our ServiceTitan Field Service Management (FSM) platform, establishing strict enterprise standards for technician profiles, business units, zones, and capacity rules.
• Dispatch Pro Readiness & Rollout: Lead enterprise readiness, operational data cleanup, process design, pilot planning, configuration, UAT, and benefit measurement for ServiceTitan, Dispatch Pro across all business units.
• Automation Governance: Implement Dispatch Pro as an enhancement to human judgment—not a replacement. Define automation guardrails, manual-override standards, reason codes, and conditions requiring human review.
• Process Monitoring: Monitor Dispatch Pro recommendations, automated assignments, and manual overrides to rapidly identify and resolve configuration or process defects.

Dispatch Playbooks & Off-Hours Strategy

• Operating Standards: Develop and maintain enterprise dispatch playbooks, standard work, and daily operating routines (e.g., board opening, tech check-ins, unassigned/held job management, and schedule recovery).
• Route & Drive Time Optimization: Minimize non-productive travel time through strategic geographical zoning and routing efficiency, laying the groundwork for machine-learning dispatch optimization.
• Weekend & After-Hours Model: Design, implement, and govern a standardized weekend and after-hours dispatch process. Define readiness deadlines, on-call rosters, Contact Center decision authority, and escalation paths to build a sustainable model rather than relying on informal local practices.
• Real-Time Incident Management: Monitor daily capacity health and coordinate rapid adjustments for technician callouts, job overruns, weather disruptions, or demand surges using defined red/yellow/green thresholds.

Dotted-Line Leadership, Training & Integration

• Functional Direction: Provide functional direction, standardized scorecards, coaching expectations, and documented performance feedback for center dispatchers.
• Talent Development: Participate in dispatcher workforce planning, candidate interviews, selection recommendations, onboarding, and recurring performance calibration sessions in partnership with local managers and HR.
• Dispatcher Certification: Build and maintain a structured training program covering ServiceTitan logic, Dispatch Pro utilization, revenue awareness, and technician/customer communication. Require demonstrated proficiency before dispatchers operate independently.
• M&A Integration: Assist in standardizing dispatch structures, capacity planning models, and ServiceTitan configurations for newly acquired home service brands during the PE integration phase.

Performance Reporting & EBITDA Optimization

• KPI Tracking: Monitor, build, and maintain dashboards for core operational metrics including Capacity Utilization, Dispatch Pro yield lift, Average Ticket, Drive Time percentage, Un-booked Call Rates, and revenue per available technician hour.
• Business Reviews: Lead recurring capacity and operational reviews with clear findings, required corrective actions, owners, deadlines, and quantified financial impacts.
• Revenue Optimization: Develop rules for strategically protected capacity, same-day openings, cancellation backfills, priority calls, and the timely release of unused capacity to maximize club-membership conversions and overall utilization.

Leadership & Decision Authority

• Enforce enterprise dispatch standards, operating deadlines, required documentation, and capacity-data requirements across all participating business units.
• Challenge local center capacity assumptions and require leaders to address operational gaps with specific actions, owners, and completion dates.
• Provide Formal Input into dispatcher hiring, certification, performance reviews, development plans, and corrective-action decisions.
• Hold Leaders Accountable using objective operational and financial data while maintaining highly productive, collaborative working relationships across the organization.

Qualifications, Experience, and Requirements

• Overall Experience: 5–7+ years of progressive experience in workforce management, capacity planning, high-volume routing, logistics coordination, or field operations, including meaningful leadership or functional oversight responsibility.
• Industry Background: Direct experience in residential home services ( HVAC, plumbing, electrical ) is strongly preferred.
• ServiceTitan Expertise: Advanced hands-on proficiency with ServiceTitan scheduling, capacity, and dispatch workflows is required . Direct experience with or a deep conceptual understanding of Dispatch Pro, Scheduling Pro, and Adaptive/Adjustable Capacity Planning is highly desirable.
• PE Environment Fit: Proven ability to work and thrive in a fast-paced, private equity-backed environment where pivot-speed, rigorous metric tracking, scalability, and EBITDA impact are critical.

Leadership & Technical Skills

• Analytical Skills & Financial Acumen: Advanced analytical skills with the ability to integrate raw operational and financial data, diagnose root causes, build capacity scenarios, and translate findings into actionable strategies. Advanced MS Excel skills are preferred; experience with BI/visualization tools is a plus.
• Implementation & Change Leadership: Demonstrated ability to lead an enterprise technology or process rollout from current-state assessment through configuration, training, launch, and stabilization.
• Courageous Leadership & Influence: Executive presence and exceptional cross-functional communication skills. Ability to influence, coach, and challenge General Managers and Dispatch Leads across different regions without having direct authority over them.
• Schedule Flexibility: Ability to provide periodic early-morning, evening, weekend, or peak-season support during major technology rollouts, extreme weather events, or major operating disruptions.
• Education: A Bachelor’s degree in Business Administration, Operations, Supply Chain, Data Analytics, or a related field is preferred; equivalent professional experience will be fully considered.

The physical requirements of this job include

• Perform work while sitting and/or standing at an individual workstation or office
• Communicate verbally via phone or other communication device.
• Ability to stand, walk and sit; talk or hear, both in person and by telephone
• Use hands to type, handle or feel objects or controls; reach with hands and arms. 
• Occasionally stoop, kneel, bend, crouch and lift up to 10 pounds.
• Work is usually performed in an indoor office environment.
• Ability to drive.

Southern Home Services will make reasonable accommodations to allow an employee to perform the essential functions of the job.

Benefits:

We offer a rewarding career path with great benefits, flexible schedules, professional and on-the-job training, and growth plans. Be a part of the team our customers call the finest in the industry. 

· Reliable, Year-Round Work 

· Weekly Paychecks 

· Paid Time Off and Paid Holidays 

· Comprehensive Medical, Dental and Vision Benefits 

· Health savings accounting

· Flexible spending account

· Company Matched 401k and no vesting

· Bonus Potential 

· Growth Opportunities

· Employee discounts

· Company paid short term life insurance

· Life insurance 

This is an Exempt position.

Southern Home Services is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. The policy applies to all employment practices within our organization.