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 

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