General Manager
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 | ≤ 5% abandoned 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 | |
AOR Close Rate | ≥ 40% AOR close rate | Weekly | |
Blended GM% | ≥ 50% blended gross margin | Quarterly | |
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
Timeframe | Milestone |
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