Commercial Service Operations Manager

Job Description

Job Description

Responsibilities:

• Own the office side of Commercial Service operations — administration, workflow, systems, and process discipline — while the Field Service Manager owns technicians, field execution, and fleet.
• Own Commercial Service financial performance and reporting, including revenue, profitability, labor performance, WIP, backlog, unbilled cost, and budget results.
• Run the WIP process: review it regularly, drive aging down, and ensure work in progress is billed accurately and on time.
• Build, maintain, and publish the KPIs and analytics used to run the business, turning the data into recommendations and action rather than reports alone.
• Ensure quotes are produced, priced, sent, followed up on, and closed within expected timeframes.
• Drive down unbilled cost and improve billing accuracy, cycle time, and cash conversion.
• Own job setup, tracking, and closeout from a process standpoint so every job has clear scope, budget, and financial visibility from open to close.
• Lead, coach, and develop the service coordination team, setting clear expectations, providing feedback and accountability, and supporting their development.
• Ensure customers are taken care of from the office side — responsiveness, communication, documentation, invoicing accuracy, and resolution of billing or service concerns.
• Partner with the Field Service Manager on staffing, scheduling, capacity planning, and workload balancing, bringing the data and analysis behind those decisions.
• Own Commercial Service processes at a strategic level: identify gaps, design improvements, document standards, and drive adoption across the team.
• Ensure Service Technicians and Office Coordinators are trained on and consistently using company's business systems and processes.
• Support annual budgeting, forecasting, and operating priorities.
• Partner effectively with field teams, sales, accounting, project teams, Safety, HR, and other internal partners.
• Model company's Core Values and reinforce them through leadership decisions, coaching, recognition, and accountability.

Required qualifications:

• High school diploma or General Education Degree (GED) required
• Associate or bachelor’s degree in business, accounting, finance, construction management, or a related field preferred
• 3 to 7 years of relevant service operations, business operations, or financial/analytical experience required
• 7 to 10 years of relevant experience preferred
• Microsoft Office Suite experience required; advanced Excel skills strongly preferred
• Service management or ERP system experience required (job costing, WIP, billing, dispatch)
• Strong analytical skills with the ability to build, interpret, and act on KPIs and financial reporting
• Demonstrated experience owning and improving business processes
• Leadership, team development, and recruiting experience preferred
• Working knowledge of commercial HVAC/R service operations preferred
• Strong written and verbal communication skills
• Carry a valid driver license and have dependable transportation required
• Ability to visit jobsites occasionally and lift up to 25 pounds

What We Offer: 

• Competitive salary. 
• Comprehensive benefits package, including health, dental, and vision insurance. - Health Insurance starting at 99 cents per week
• Retirement savings plan with company match. 
• Opportunities for professional development and career advancement. 
• A supportive and collaborative work environment. 

Join us at freije and play a key role in our continued success and growth. We look forward to welcoming you to our team! 

Core Values   

G rit: You Follow Through When Work is Hard

L ead From Your Seat: You think like an owner   

U ber Customer Centric: You drive a "wow" experience   

E ndeavor to be Great: You strive to be the best version of yourself 

frēijē is an Equal Opportunity Employer and participates in E-Verify.

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