Operations Manager

MIH Systems Group is a growing company in the HVAC services field, and we work to make buildings work better. We specialize in optimizing complex HVAC systems in buildings. Our diverse team delivers value to our clients from the design stages of new construction through the operation of existing buildings. Our BCR (Buildings, Commercial, Residential) team provides ongoing preventive maintenance, break/fix repair, and equipment retrofit services to a portfolio of commercial and residential accounts. We are currently looking for a BCR Manager – Field Operations & Account Management to join our team!

Key Responsibilities

• Personally own and manage BCR's key/strategic account relationships, serving as the senior point of contact for escalations that Field Supervisors can't resolve
• Own account retention at the portfolio level: track renewal risk, satisfaction, and service performance across all BCR accounts
• Identify and pursue expansion opportunities within the existing account base (additional buildings, additional service scope, contract upgrades)
• Set account service standards and pricing guidance that Field Supervisors and technicians work within
•  Oversee day-to-day BCR field operations across all three Field Supervisor teams, ensuring consistent service quality, response times, and account coverage
• Serve as the escalation point for operational issues Field Supervisors can't resolve on their own
• Drive consistency in how the three Field Supervisor teams operate — shared standards, shared technical practices, shared account-handling approach — so account experience doesn't vary by which supervisor a client happens to be under
• Directly manage, coach, and performance-manage the 3 BCR Field Supervisors, including the newly added third supervisor
• Lead the hiring process for the open Field Supervisor req and any future Field Supervisor or technician hires
• Build supervisor capability so each can run their crew with real autonomy, rather than escalating routine matters upward
• Ensure clear, consistent performance standards are applied across all three supervisor teams
• Reports portfolio-level account and operational performance to Oper
• Use data to identify at-risk accounts, underperforming crews, and staffing gaps before they become escalations
• Own BCR field operations' contribution to revenue and margin: pricing guidance, account profitability, and labor efficiency across the supervisor teams
• Provide input on staffing and growth planning
• Identify opportunities to improve operational
• Ensure field work and account agreements align with contract requirements, codes, and regulatory standards across all teams
• Maintain oversight of technician certifications/licensure and safety practices at the portfolio level
• Mitigate risk through consistent scope definition, safety standards, and contract execution across all teams

Qualifications:

• Hands-on technical background in HVAC service, installation, or maintenance, sufficient to credibly evaluate and support Field Supervisors on technical matters
• 7+ years of experience in HVAC field services, with meaningful time spent managing supervisors or managers, not just individual technicians
• Demonstrated experience managing a multi-team or multi-crew field operation
• Experience owning key client account relationships in a service industry context
• Strong communication skills across technical, client-facing, and executive-reporting contexts
• Valid driver's license and reliable transportation
• HVAC licensure/certification (e.g., EPA 608, relevant trade license) - preferred
• Experience with platforms such as Microsoft Dynamics, ServiceTitan, or similar CRM/field service tools - preferred
• Existing relationships with property managers, brokers, or facility stakeholders in the NYC market - preferred
• Prior experience building out a supervisor layer as a field operation scales - preferred

Estimated Salary: $140,000 – $170,000

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.