Operations Director

Job Description

Job Description

OPERATIONS DIRECTOR

Comfort Systems of Montana, Inc.

Bozeman, MT

JOB SUMMARY

Comfort Systems of Montana is looking for an Operations Director who wants to run the entire machine. This is the second seat in the business, and the leader who fills it owns how this company performs every single day.

You will lead every department under our roof: Service, Install, Fleet, Warehouse, Safety, and Administration. You will own the scoreboard, build the systems, and hold the standard. When a number is off, you find out why. When a process is broken, you rebuild it, document it, and train the team on it. When a leader is not growing, you coach them up or you make the hard call. This is a role for someone who runs toward accountability instead of away from it.

You will also own the execution side of our marketing engine. You will run the campaigns that fill our board, track performance down to cost per lead and return on ad spend, and make sure every marketing dollar we spend shows up as a booked call, a sold job, and revenue on the P and L. Marketing creates the opportunity. Operations converts it. You sit at the center of both.

We are a veteran led company that has been serving the Gallatin Valley since 1999, and we are building something that will outlast all of us. This seat is for a disciplined, decisive leader who refuses to settle for average and wants their fingerprints on the numbers, the culture, and the future of this company. If that is you, we want to meet you.

ABOUT US

At CSMT, we don’t just install HVAC systems, we set the standard for quality, expertise, and customer satisfaction. As Bozeman’s most reliable HVAC company, we have been serving homeowners, businesses, and contractors since 1999 with a commitment to excellence that goes beyond just getting the job done. We believe in building lasting relationships, not just with our customers, but with our employees and industry partners. Our team is made up of high performers who take pride in their craft, support each other, and never settle for average. We invest in ongoing training, the best tools and technology, and a work culture that values accountability, growth, and teamwork. At CSMT, we offer competitive wages, career advancement opportunities, and a company culture that feels like family. Whether it’s a company BBQ, team outings, or simply celebrating wins together, we believe in creating an environment where people love to work. If you’re looking for a company that values excellence, integrity, and the pursuit of being the best, CSMT is the place for you.

KEY RESPONSIBILITIES:

Leadership & Culture:

• Lead and hold accountable all department managers across Service, Install, Fleet, Warehouse, Safety, and Administration.
• Set the tone for a disciplined, high-performance culture built on belief, accountability, and alignment with our veteran-led values.
• Hire, coach, and develop leaders who uphold company standards and strengthen our winning culture.
• Enforce the company’s three-part interview process to ensure cultural and performance fit across all hires.
• Lead from the front. Motivate, support, and celebrate your team while holding firm to performance expectations.

Performance & Accountability:

• Own company-wide KPIs: technician productivity, install completion rates, first-call resolution, CSAT, NPS, on-time arrival, and revenue goals.
• Develop and run departmental scorecards and lead weekly reviews with department heads.
• Build clarity on targets and expectations for every position, coaching underperformers and celebrating top performers.
• Drive operational growth by maximizing billable hours, optimizing schedules, and improving process efficiency.

Process & SOP Development:

• Create, document, and enforce SOPs across every department to standardize operations and scale efficiently.
• Continuously evaluate and improve systems and workflows for dispatch, service, installation, and warehouse management.
• Lead change-management initiatives to ensure new processes are adopted, sustained, and producing measurable results.
• Build a culture of continuous improvement. Measure, test, refine, and raise the standard constantly.

Marketing Execution & Lead Performance:

• Execute and oversee all local marketing campaigns in partnership with ownership and our marketing team, including digital, paid search, social, direct mail, radio, events, and community sponsorships.
• Own campaign execution timelines and hold vendors, agencies, and internal team members accountable to deadlines and deliverables.
• Monitor and report on marketing performance for every active campaign, including cost per lead, cost per booked call, booking rate, close rate, average ticket, and return on ad spend.
• Build and maintain marketing dashboards in ServiceTitan that tie lead source data directly to booked calls, sold jobs, and revenue so every dollar is traceable.
• Watch lead flow daily and coordinate with dispatch, service, and sales so that every lead generated is answered, booked, run, and followed up on. Marketing spend is wasted the moment a call goes unanswered.
• Identify underperforming campaigns quickly, bring the data to ownership, and recommend adjustments that protect spend and improve return.
• Own our review and reputation engine by driving review generation in the field, monitoring online ratings, and responding to customer feedback.
• Protect brand consistency across trucks, uniforms, jobsites, signage, and customer-facing materials. Every touchpoint should reflect the standard we set.
• Coordinate community involvement and local partnerships that build the CSMT name across the Gallatin Valley.

Systems & Technology:

• Train on, utilize, and become an expert-level user of our CRM, ServiceTitan.
• Build, manage, and optimize ServiceTitan dashboards, price books, workflows, automations, and reporting tools.
• Train department managers and team members on proper use of ServiceTitan to ensure accuracy, consistency, and accountability across the company.
• Maintain data integrity and ensure full adoption of technology to improve visibility, efficiency, and decision-making.

Financial & Operational Oversight:

• Partner with the Executive Team and Finance on budgets, forecasting, and P and L accountability.
• Monitor departmental profitability and implement cost-control measures to protect margins.
• Track marketing spend against booked revenue and report return on ad spend to ownership on a consistent cadence.
• Oversee fleet management, procurement, and warehouse operations with clear accountability and tracking systems.
• Manage vendor and supplier relationships to ensure quality, timeliness, and cost-effectiveness.

Compliance & Safety:

• Maintain all permitting, licensing, and regulatory compliance at the federal, state, and local levels.
• Oversee safety training, quality assurance, and field audits to ensure standards are met and risks are mitigated.

Strategic Growth & Collaboration:

• Collaborate with the Executive Team on growth initiatives such as new service lines, geographic expansion, and tech rollouts.
• Align operational capacity with marketing demand so the team is staffed, scheduled, and ready before campaigns drive volume.
• Drive operational readiness for expansion, ensuring scalable systems, trained teams, and measurable performance metrics.

QUALIFICATIONS:

• 7+ years in ops leadership within home services or a related field.
• Demonstrated ability to scale multi-site operations and protect culture.
• Deep expertise in ServiceTitan (price books, dashboards) and CRM systems.
• Strong financial acumen: budgeting, forecasting, P and L, cost control.
• Experience executing and measuring marketing campaigns, with working knowledge of lead attribution, cost per lead, and return on ad spend.
• Comfortable living in the data. You can pull a report, find the story in the numbers, and turn it into an action plan the same week.
• Proven SOP creator. You document everything, from workflows to training guides.
• Exceptional communicator, coach, and change-agent.
• Veteran background or affinity a huge plus, but leadership and operational grit required.

BENEFITS & CULTURE:

• $90,000-$200,000 salary DOE plus performance benefits.
• Company cell phone and computer.
• Continued education.
• Medical.
• Dental, Vision, Accident Insurance are also available.
• 401K Plan.
• Opportunity for advancement.
• Paid holidays after one year of employment.
• Paid vacation time.
• Our family of employees participate in hunting trips, camping trips, BBQ’s and other fun activities throughout the year.
• Employee Recognition Program that provides bonuses and / or paid time off when employees provide exceptional service to the company and our customers.

OUR MISSION

Setting the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence.

OUR VISION

To be the undisputed household name for HVAC excellence in the Gallatin Valley.

OUR CORE VALUES

Inspirational: Everything we do is bigger than us. We show up to work not just for ourselves but to impact our team, create the best solutions for our customers, and chase our full potential.

Disciplined: We do what we say we are going to do. No exceptions. We train every day to continue learning and growing.

Accountable: We hold ourselves and our team accountable because true growth doesn’t happen by accident. Extreme accountability leads to extraordinary results.

Transparent: We have big goals and move quickly. Our team operates with transparency to prioritize the work that gets us closer to those goals.

Aligned: We hire growth-oriented individuals because our business can’t grow if our people aren’t growing. We align our business goals with every team member’s personal, professional, and financial goals. When our team wins, the company wins.

GSD: We get sh*t done.