Head of Customer Care / Operations

About HickoryTake the next step in your career now, scroll down to read the full role description and make your application.Hickory is not private equity. We don't buy to flip, and we don't manage for the exit. Roughly 350 strong, the Hickory family brings together AI engineers, entrepreneurs, transformation leaders, operators, and masters of their trades. We invest in our people deliberately, with management training and AI education at every level.They define how we build teams, solve problems, serve customers, and hold ourselves accountable.About the RoleWhen a great family-run HVAC company joins Hickory, the Transformation Manager is the person in the room.You'll work alongside the founder, general manager, office team, and frontline technicians to understand how the business operates, identify the risks holding it back, and lead its integration into Hickory. This is approximately an 80% people and 20% operations role. Systems, processes, data, and financial performance matter—but they only improve when people trust the person leading the change.You'll understand the company's people, culture, customers, economics, workflows, and unwritten rules. The transformation isn't finished when a checklist is complete or new software goes live. It's finished when the business is operating successfully within Hickory, employees understand where the company is going, leaders are raising the bar, and customers are receiving better service than before.What You'll OwnBuild trust with founders, managers, dispatchers, installers, technicians, and office teams.Assess culture, leadership, financial performance, workflows, systems, and operating risks.Lead the rollout and adoption of Hickory OS and the Hickory operating playbook.Establish clear priorities, accountability, meeting rhythms, and performance scorecards.Use financial statements and operating data to identify problems and measure results.Coordinate across Operations, People, Finance, Technology, Marketing, and local leadership.Document lessons and improve the integration playbook for future partnerships.Who We're Looking ForWe care more about what you've built and how you operate than whether your career followed one perfect path. You might be a regional operator, general manager, founder, integration leader, transformation professional, or consultant who moved beyond recommendations and into execution.Emotional intelligence: For This RoleYou've improved a real operating business. You understand financial and operational performance. Scorecards, SOPs, meeting rhythms, accountability, and technology adoption become habits—not documents left behind.Direct acquisition-integration, HVAC, plumbing, electrical, facilities, home-services, or field-service experience is valuable, but it is not the only path to succeeding here.When you join us, you'll help run it, sharpen it, and grow with it.Master transformation in the trades. Our system—Vision Blueprint, Living Playbook, Performance, Leadership, and Drive—has driven approximately 70% organic gross-profit growth across our portfolio.Hickory OS helps integrate acquisitions, coach teams, and turn company data into daily priorities.Our Employee Net Promoter Score is 44 against an industry average of 14, with field tenure running twice the industry average.BenefitsMedical, dental, and vision coverage, including zero-deductible and HSA-eligible options15 vacation days from day one11 paid holidays, one floating holiday, and five annual sick days401(k) enrollment after 90 days, with a 50% company match on contributions up to 7%Up to 12 weeks of paid family leaveManagement training, AI education, and company-paid development opportunitiesHow We HireWe hire the way we run the business: structured, fast, and honest in both directions.Management deep dive: Interview day: Real business cases, tests of hard and soft skills, and time with the people you'd work alongside.xhyhwjd All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.