Regional Operations Support Manager - North Region

Regional Operations Support Manager

Location: Remote but must reside near one of our current locations in the North Region. Elizabethtown, Kentucky; Lexington and Kernersville, North Carolina; and the Virginia/Maryland Area. 

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.

Position Summary:

The Regional Operations Support Manager partners with local General/Line Managers to audit, coach, and optimize operations to maximize regional Gross Margin and EBITDA without holding direct line authority.

Duties/Responsibilities:

• Margin Improvement & Cost Control
• EBITDA Optimization: Implement regional cost-containment strategies to aggressively improve gross margins and center EBITDA.
• Labor Efficiency: Conduct ticket dives, audit timecard adherence, OT hours, labor efficiency, dispatch efficiency, and technician utilization rates to reduce direct labor costs.
• Service Pricing Integrity: Enforce standardized multi-trade flat-rate pricing guides to minimize field discounting and protect gross margins. Audit Pricebook Pro services and tasks to ensure correct pricing
• Warehouse and Inventory: Oversee warehouse controls to minimize inventory and ensure proper truck stock and replenishment processes. Coach on correct inventory and count processes. Leverage vendor partnerships when possible.
• Process Adherence & Operational Execution
• Playbook Implementation: Ensure adherence to SoOps operational blueprint across dispatching, sales, and service.
• CRM Accountability: Mandate 100% data compliance within ServiceTitan to ensure accurate regional reporting and KPIs.
• Non-Productive jobs Mitigation: Audit diagnostic and installation quality protocols to lower recall and return work rates, reduce $0 jobs and diagnostic only jobs and protect labor margins.
• Safety Enforcement & Risk Mitigation
• Zero-Incident Culture: Ensure safety training completion and adherence to safety protocols through collaboration with General Managers/Line Managers/and safety captains, OSHA compliance checks, and EPA refrigerant logging across all branches.
• Fleet Accountability: Monitor GPS tracking and telematics data to enforce safe driving, reduce fuel costs, and limit vehicle liabilities.
• Field Audits: Conduct unannounced multi-trade job site inspections to ensure strict PPE usage and code-compliant installations.
• AR Reduction & Cash Flow Optimization
• Collection at Time of Service: Enforce a strict "COD" (Cash on Delivery) policy, requiring field technicians to collect 100% payment upon job completion.
• Financing Penetration: Drive technician adoption of consumer financing programs at the kitchen table to boost average tickets and ensure instant funding.
• Aging AR Resolution: Partner with branch managers to clear residual 30/60/90-day outstanding balances and streamline invoicing workflows. Additional duties as assigned
• Education and Experience:
• 5+ years of multi-site operations experience or proven track record of operational excellence ideally within a home services platform.
• Turnaround Track Record: Proven success transforming underperforming branches into high-margin, highly compliant business units.
• Fluent with Microsoft Word, Excel and PowerPoint.
• High School diploma or GED preferred.

Required Skills/Abilities:

• Data-Driven Leadership: Ability to dissect P&L statements, identify margin leakage, and quickly execute corrective action plans.
• Change Management: Strong leadership presence to overcome technician push back and drive adoption of processes.
• Tech Stack Mastery: Advanced proficiency in ServiceTitan, fleet telematics, and real-time financial dashboards.
• Ability to easily cultivate strong rapport with customers and co-workers
• Find it rewarding to organize, prioritize and manage time effectively to see a task through to completion
• Work well independently & with integrity in a structured yet relaxed environment
• Enjoy patiently, e