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Jobs in Wilmington, NC

General Manager

Columbia Home Services

Wilmington, NC

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JOB DETAILS
SALARY
SKILLS
Benchmarking, Budgeting, Cadence, Call Centers, Campaigns, Coaching, Credit and Collections, Customer Retention/Renewal, Customer Satisfaction, Demand Generation, Electricity, Entrepreneurship, Forecasting, Gross Margin, HVAC, Health Plan, Hyperion Pillar, Lead Generation, Leadership, Maintenance - Plumbing, Maintenance Services, Metrics, On Site Support, Operating Systems, People Management, Performance Analysis, Performance Management, Performance Reviews, Plumbing, Profit & Loss, Profit & Loss Management, Sales Pipeline, Scorecarding, Talent Management
LOCATION
Wilmington, NC
POSTED
Today
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 onaccountability, 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

About the Company

C

Columbia Home Services

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