Operations Manager - Integrator at Eagle Pipe Heating & Air

Job Description

Job Description

The Integrator/ Operations Manager is responsible for ensuring that all departments operate

in alignment with the company vision, goals, and core values. This individual serves as the

primary operational leader, coordinating office, service, sales, and administrative functions while

driving accountability, process improvement, and business performance. The Integrator ensures

the successful execution of company initiatives, maintains operational efficiency, and supports a

culture of continuous improvement.

★ Primary Responsibilities:

➢ EOS Leadership & Strategic Execution

● Lead and facilitate weekly Level 10 meetings utilizing the EOS framework.

● Maintain company scorecards and ensure accurate KPI reporting.

● Drive completion of quarterly Rocks and strategic initiatives.

● Identify, discuss, and solve organizational issues affecting performance.

● Ensure company goals, priorities, and action items remain visible and on track.

● Align all departments with the Vision/Traction plan and company objectives.

➢ Team Leadership & Accountability

● Manage, lead, and coach office and support personnel.

● Recruit, hire, onboard, train, and develop team members.

● Conduct regular performance reviews and employee development planning.

● Establish clear expectations and accountability standards.

● Foster a culture of ownership, teamwork, and continuous improvement.

● Attract, develop, and retain competent and committed staff members.

➢ Operations Management

● Coordinate office and field operations to maximize efficiency and customer

satisfaction.

● Monitor technician productivity, job completion rates, warranty work, and

follow-up activities.

● Oversee permit tracking, licensing compliance, and operational processes.

● Act as the first escalation point for customer concerns and operational issues.

● Evaluate workflows and implement improvements to increase efficiency and

profitability.

● Develop and maintain standard operating procedures (SOPs).

➢ ServiceTitan Administration & Data Management

● Serve as the primary administrator for ServiceTitan.

● Ensure proper utilization of ServiceTitan across all departments.

● Monitor dashboards, reports, and KPIs to evaluate company performance.

● Maintain data integrity and reporting accuracy.

● Provide training and support for office and field staff on system usage.

● Implement system improvements and best practices.

➢ AI & Technology Leadership

● Research, evaluate, and implement technology solutions that improve

operational efficiency.

● Develop company standards and procedures for AI-assisted communication and

reporting.

● Support team adoption of approved technology and automation tools.

● Identify opportunities to streamline processes through technology.

➢ Administrative & Financial Oversight

● Oversee office systems, equipment, and vendor relationships.

● Ensure compliance with company policies, licensing requirements, and

applicable regulations.

● Assist in budgeting, job costing review, and operational financial management.

● Monitor operational spending and resource utilization.

● Support gross margin and profitability objectives through effective operational

controls.

● Performs special projects and addresses ad hoc responsibilities as requested.

➢ Professional Standards

● Always maintains a professional image by:

○ Following safety policies and procedures.

○ Abiding by ALL standards of performance and code of ethics.

○ Maintaining a courteous demeanor with all customers and associates.

○ Maintaining confidentiality of company and employee information.

● Participates in ALL company-sponsored training classes.

★ Required Knowledge, Skills, and Abilities:

● Strong leadership, coaching, and team development skills.

● Working knowledge of EOS (Entrepreneurial Operating System) principles

preferred.

● Experience leading cross-functional teams and managing organizational

accountability.

● Strong understanding of business operations, process management, and

continuous improvement (home-services industry a plus).

● Demonstrated leadership (LMA) and financial savvy (basic accounting/job costing

experience).

● Proficiency with ServiceTitan or comparable field service management software.

● Proficient in Microsoft Office and Google Workspace applications.

● Experience utilizing AI and technology tools to improve business operations.

● Excellent verbal, written, organizational, and interpersonal communication skills.

● Ability to manage multiple priorities and drive projects to completion.

● High emotional intelligence and conflict-resolution skills.

● Valid driver's license and clean driving record.

● Ability to pass a background check and drug screen.

★ Educational/Certification Requirements:

● High School Diploma required

● Associate's or Bachelor's Degree in Business Administration, Operations

Management, or related field preferred.

● ServiceTitan experience strongly preferred.

★ Environmental Conditions:

● General Office environment.

★ Physical Requirements:

● Ability to stand, walk, and climb.

● Ability to continually bend, kneel, stoop, stretch, climb, twist, and reach.

● Natural or corrected vision to see and focus for close, distance, peripheral vision

with normal depth perception.