Operations Excellence Manager

Job Overview Operations Excellence Manager - HVAC | In-office (Mohali Sector 67)

Company: One Hour Heating & Air Conditioning of Frisco

Website: www.onehourairfrisco.com

(US-based HVAC services company serving residential customers)

Location: Mohali Sector-67, India

Shift: 6:30pm - 3:30am IST

Working Days: Mon - Fri

We are looking for an entrepreneurial and execution-focused Business Operations Leader who can establish, build, and scale a high-performing operations function for our growing HVAC business.

The role requires someone capable of creating operational frameworks, implementing technology-driven solutions, building high-performing teams, and driving business growth through operational excellence.

The successful candidate will work closely with senior leadership to define operating models, establish scalable processes, implement best practices, and create a culture focused on accountability, customer experience, and continuous improvement.

This position is ideal for professionals who enjoy building businesses rather than simply managing day-to-day operations.

Key Responsibilities

Business Operations Leadership

• Build and establish operational frameworks for a rapidly growing service business.
• Develop scalable operating models that support business growth.
• Define operational standards, governance mechanisms, and performance expectations.
• Drive operational efficiency while maintaining exceptional customer experience.
• Partner with leadership to translate strategic objectives into operational execution.
• Identify opportunities for growth, efficiency, and organizational improvement.

Process Design & Operational Excellence

• Design, document, and implement SOPs, workflows, and operational playbooks.
• Standardize business processes to improve consistency, quality, and scalability.
• Identify process gaps and implement practical, long-term solutions.
• Drive continuous improvement initiatives across multiple business functions.
• Build systems that improve productivity, accountability, and operational visibility.
• Ensure operational compliance with internal quality standards.

Business Transformation & Technology

• Lead operational transformation initiatives across the organization.
• Identify opportunities for automation and digital enablement.
• Work closely with CRM and technology teams to improve workflows and business systems.
• Champion technology adoption across operational teams.
• Leverage business intelligence and analytics to support decision-making.
• Promote innovation through process and system enhancements.

Team Leadership & Capability Building

• Build, mentor, and develop high-performing operational teams.
• Create a performance-driven and collaborative work environment.
• Conduct coaching, mentoring, and leadership development initiatives.
• Build leadership capabilities within the team through structured development plans.
• Recruit and onboard talent aligned with organizational values and business objectives.
• Foster a culture of ownership, accountability, transparency, and continuous learning.

Customer & Service Operations

• Ensure seamless delivery of customer operations across the business.
• Resolve complex customer and operational challenges effectively.
• Build customer-centric operational processes that enhance service quality.
• Collaborate with Sales, Dispatch, Customer Service, and Field Operations teams to ensure smooth execution.
• Drive improvements that enhance both customer satisfaction and operational efficiency.

Performance Management & Business Analytics

• Establish meaningful KPIs and operational performance metrics.
• Monitor business performance using dashboards and analytics.
• Present operational reviews and business insights to senior leadership.
• Use data to identify trends, risks, and opportunities for improvement.
• Ensure operational objectives align with organizational goals and growth plans.

Cross-Functional Leadership

• Work closely with Technology, HR, Finance, Sales, Marketing, Customer Success, and Field Operations teams.
• Lead strategic projects involving multiple business functions.
• Drive organizational alignment through effective communication and collaboration.
• Ensure operational readiness for new business initiatives and service offerings.

Required Skills & Competencies

• Strong business operations and operational leadership experience.
• Demonstrated ability to build and scale business functions.
• Excellent understanding of process design, process improvement, and operational excellence.
• Experience leading organizational change and business transformation initiatives.
• Strong business acumen with strategic thinking and execution capabilities.
• Excellent leadership, coaching, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Experience working with AI tools, CRM platforms, workflow automation, and business systems.
• High proficiency in Microsoft Excel, reporting tools, and business analytics.
• Ability to influence teams across multiple departments.
• High level of ownership, professionalism, and integrity.
• Comfortable working in a fast-paced, growth-oriented organization.

Educational Qualification

• Bachelor's degree in any discipline.
• MBA or Postgraduate qualification in Operations, Business Management, or a related field will be preferred.
• Certifications in Lean, Six Sigma, PMP, Agile, or Process Excellence will be an added advantage.