Director of Operations

Client & Relationship Management

• →Serve as a senior point of contact for commercial clients, property managers, and facility stakeholders
• →Ensure consistent, professional communication aligned with commercial service expectations
• →Resolve escalated client issues, contract concerns, and service performance feedback
• →Drive client retention through proactive engagement, follow-ups, and relationship management

Estimating & Project Scoping

• →Lead estimating for commercial HVAC service, repairs, retrofits, and equipment replacement
• →Review RFPs, specifications, and site conditions to develop accurate scopes and pricing
• →Establish estimating standards, labor models, and margin targets
• →Partner with field and project teams to ensure estimates reflect real-world conditions
• →Review and approve complex or high-value bids
• →Track bid performance (win rates, volume, profitability) to refine strategy

Operations Leadership

• →Oversee dispatch and service coordination to ensure efficient scheduling and execution
• →Align office and field teams to meet contractual obligations, response times, and deadlines
• →Identify and implement process improvements to enhance efficiency, accuracy, and service quality

Team Leadership & Development

• →Lead and develop customer service, dispatch, and estimating teams
• →Set clear performance expectations, KPIs, and accountability standards
• →Coach team members on client communication, technical writing, and proposal development
• →Foster a high-performance, customer-focused culture

Performance & Reporting

• →Monitor KPIs including estimate turnaround time, bid-to-win ratio, client satisfaction, retention, and revenue growth
• →Provide insights and recommendations to senior leadership
• →Use data to identify trends, gaps, and improvement opportunities

Financial & Strategic Impact

• →Drive revenue growth through accurate estimating and strong client relationships
• →Ensure pricing aligns with margin targets and market conditions
• →Support development and pricing of long-term service agreements

Compliance & Contract Management

• →Ensure alignment with contract requirements, codes, and regulatory standards
• →Maintain clear documentation of scopes, proposals, and agreements
• →Mitigate risk through precise scope definition and contract execution

Required:

• 8+ years of hands-on experience supporting commercial HVAC operations
• Expertise in HVAC estimating, service management, and operational oversight
• Strong knowledge of commercial HVAC systems and service practices
• Proven experience developing and reviewing estimates, bids, and proposals
• Demonstrated leadership experience managing teams
• Ability to read and interpret blueprints and technical documents
• Strong communication and client-facing skills

Preferred:

• Experience with platforms such as Microsoft Dynamics, ServiceTitan, or similar
• Background in project management, customer service or service agreements
• Bachelor’s degree in Business, Construction Management, or related field

Estimated Salary: Competitive base salary on experience and skills.

MIH Systems Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.