General Manager
OpCo Leadership | Residential HVAC & Plumbing | PE-Backed Platform
The Opportunity
Columbia Home Services is a private-equity-backed platform of leading residential HVAC and plumbing OpCos. We are seeking a performance-driven General Manager to own full P&L responsibility for one of our operating companies, scaling operations, building high-performing teams, and delivering results against a rigorous weekly cadence framework we call GRIT.
This is a hands-on leadership role for a proven operator who thrives on accountability, data, and execution. You will have direct access to platform resources, a strong operational playbook, and a peer network of GMs across the portfolio.
What You Will Own
Full P&L ownership for an HVAC and/or plumbing OpCo with $10M+ in annual revenue and 20+ employees. You are accountable for the full cycle, from lead generation through collections, and for every metric on the GRIT scorecard.
G — GET: Create Enough Demand
Maintain inbound (IB) booking rate 80% weekly; proactively address call center performance gaps
Manage lead volume to within 15% of weekly budget across inbound and outbound (OB) channels
Drive abandoned call rate to 5% through call center and dispatch coordination
Supplement IB shortfalls with targeted OB campaigns and technician-generated leads
I — IMPROVE: Earn More, Protect Margin
Deliver weekly revenue within 15% of budget across HVAC, plumbing, and electrical segments
Achieve 50% blended gross margin; monitor and manage job-level profitability
Maintain average ticket at or above budget by trade; coach underperformers
Drive AOR close rate 40%; ensure Maintenance Service run rate 88%
Achieve 3.0 jobs per tech per day across all technician routes
R — RETAIN: Keep Customers and Memberships Growing
Hit quarterly membership enrollment targets; embed enrollment into every tech visit
Achieve net tech additions per quarterly plan; proactively manage attrition pipeline
Maintain customer satisfaction standards consistent with platform Net Promoter Score (NPS) and review benchmarks
T — TEAM: Build a Winning Culture
Run the weekly GRIT Level 10 (L10) meeting same day, same time, every week, no exceptions
Hold tech-level performance reviews weekly; schedule ride-alongs for bottom 2 performers
Develop direct reports into future leaders; build bench depth across service, install, and dispatch
Escalate any metric off >15% for two consecutive weeks to leadership, proactively, not reactively
The GRIT Scorecard: Our Weekly Playbook
All GMs operate against the GRIT Weekly Scorecard, a branch-level operating system that tracks performance by pillar every week. Targets below are the non-negotiable floor. The GM is responsible for each metric, the weekly review, and escalation when metrics go red.
Pillar
Metric
Performance Target
Cadence
G — GET
Inbound Booking Rate
80% IB booking rate weekly
Weekly
Lead Volume vs. Budget
Within 15% of weekly lead budget
Weekly
Abandoned Call Rate
Weekly
Outbound Lead Generation
OB leads supplement IB gap vs. target
Weekly
I — IMPROVE
Revenue vs. Budget
Within 15% of weekly revenue budget
Weekly
Avg. Job Ticket
At or above budget avg job $ by trade
Weekly
Run Rate (Maintenance Service)
88% run rate; cancel rate 12%
Weekly
Jobs Per Tech Per Day
3.0 HVAC; 3.0 Plumbing
Weekly
R — RETAIN
Membership Enrollment
Hit quarterly membership target
Quarterly
Tech Retention
Net tech adds per quarterly plan
Quarterly
T — TEAM
Weekly L10 Meeting
L10 held same day/time every week
Weekly
Bottom-performer Coaching
Bottom 2 techs on ride-along or coaching weekly
Weekly
Escalation Compliance
No metric >15% off for 2 consecutive weeks without platform call
Weekly
Qualifications
10+ years of progressive leadership in residential HVAC, plumbing, or related home services
Demonstrated P&L ownership for a $10M+ operation; prior GM or GM-equivalent role required
Fluency with ServiceTitan or comparable field service management platform
Experience in a PE-backed or multi-entity environment strongly preferred
Proven track record of scorecard-driven management and data-based decision-making
Strong financial acumen, comfortable reading P&Ls, bridging variances, and forecasting
People-first leader with a track record of retaining and developing frontline talent
Comfortable operating in a structured accountability environment (Entrepreneurial Operating System EOS/GRIT cadence)
RNC or dual-division (HVAC + Plumbing) experience a plus
What Success Looks Like — Year One
30 days
GRIT L10 running on cadence; scorecard baselines established; team introductions complete; first quarterly rocks set
90 days
IB booking rate 80%; revenue tracking within 15% of budget; first quarterly rocks on track or complete
12 months
Blended GM 50%; membership base growing; net tech adds on plan; zero chronic red metrics on scorecard
Compensation & Benefits
Competitive base salary commensurate with scope and market
Performance bonus tied directly to GRIT scorecard attainment and P&L outcomes
Comprehensive health coverage: medical, dental, and vision for you and your family
401(k) with company match
Paid time off and paid holidays
Relocation assistance available
Access to CHS leadership development programs and GM peer network
dcpOIX1390
