Senior Service Operations Manager

BGIS ITS is currently seeking a Senior Service Operations Manager to join the team in Hudson FL.

Join BGIS Integrated Technical Services (ITS) and take your HVAC career to the next level with a company that invests in your growth well-being and future. Were hiring a Senior Service Operations Manager in Hudson FL. be part of a global leader in facility management and make a meaningful impact every day.

Why BGIS ITS

At BGIS ITS we support over 500 U.S.-based technicians (and 7000 globally) with industry-leading training resources and career development. Since joining the BGIS group in 2022 weve redefined excellence in integrated facility management by prioritizing professionalism care and continuous improvement.

Overview of the role:

The Senior Service Operations Manager is accountable for national service coordination warranty administration open-job management cross functional resolutions and billing operations. The position ensures every completed job is closed properly administratively billed accurately and timely and client commitments are met or exceeded. The role drives profitable operations and revenue capture. The Senior Service Operations Manager leads multiple teams positively exemplifying BGIS values.

Compensation & Benefits

• Annual Salary Rate: $110000 annually
• Optimizer Annual Incentive Award: 5%
• Paid Time Off: Start with 48 hours increasing to 168 hours with tenure
• Paid Holidays: 7 annually (New Years Day Memorial Day Independence Day Labor Day Thanksgiving Day after Thanksgiving Christmas)
• 401(k) Match: 5% employer contribution

Additional Perks:

• Comprehensive Benefits: Health life and disability coverage
• Corporate Discounts: Exclusive perks through ADP
• Career Development: Ongoing technical training and certifications
• Growth Opportunities: Clear paths for advancement and relocation

KEY DUTIES & RESPONSIBILITIES

People Leadership

• Build a high-performing culture across service coordination warranty open-job management and billing teams.
• Create a culture of learning and development with all team members in the service organization.
• Recruit train coach and mentor team members to deliver exceptional client service and accurate revenue capture.
• Define performance expectations and provide performance feedback.
• Recommend professional training and support team member career planning.
• Communicate company goals safety standards policies and priorities effectively.
• Complete mid-year and annual performance evaluations along with annual development plan reviews for each direct report on team.
• Support completion of other key initiatives as assigned.

Service Operations and Revenue Management

• Provide leadership and strategic direction for service coordination warranty fulfillment open-job oversight and national billing operations to maximize revenue profit safety performance and team engagement.
• Lead billing processes for ITS HVAC business ensuring work across service departments is accurately and promptly invoiced to clients optimizing revenue capture and cash flow.
• Direct service coordination activities serving as primary escalation point for complex client and field issues warranty claims and cross-functional follow up requirements. (such as facilitating resolution in service and install transitions)
• Monitor all open approved jobs partner with operations for timely completion remove roadblocks coordinate parts and labor availability and verify proper close out for billing.
• Communicate with field operations install and project teams to reach continuous goal of seamless job progression and final hand-off to billing.
• Review invoice work orders job files and billing packages for accuracy and completeness prior to client submission.
• Drive Customer Service Level Agreement (SLA) Excellence across service delivery and billing cycles.
• Analyze operational and billing data (aging open jobs days sales outstanding write-offs completion rates) to identify and execute improvement opportunities.
• Contribute to financial reviews forecasting and budget processes; consistently meeting or exceeding profitability targets.
• Identify and implement process improvements in service coordination job closure and billing workflows.

Knowledge & Skills

• Bachelors Degree in related field such as business administration or management or equivalent work experience.
• Minimum experience of 5 years performing job duties in a similar role in sales customer service or operations management with medium to large teams.
• Electrical or lighting service industry experience is a plus.
• Excellent interpersonal verbal written and presentation communication abilities.
• Effective collaborator with multiple departments internal team members other leaders and external clients and vendors.
• Focus on continuous improvement and high-quality work achieved efficiently.
• Problem Solving abilities to identify root causes.
• Proficiency in computer applications including Microsoft Outlook Excel Word and PowerPoint.

Physical Demands & Work Environment

• To perform this job successfully an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions absent undue hardship.
• Cognitive skills required to work in a client facing environment including ability to maintain focus communicate clearly and concisely respond quickly to requests follow established processes and ability to complete tasks within targeted time frame to minimize risk of outages or damage to building and high value equipment.
• Ability and willingness to travel.
• Current valid drivers license and ability to provide personal transportation for meetings and job visits away from the office with reimbursement.