Regional Manager, Operations

Regional Manager Position Overview The Regional Manager is responsible for the operational performance, profitability, and customer outcomes across multiple branch locations within an assigned geographic region. This role provides leadership and oversight to branch teams to ensure consistent execution of service and installation operations while delivering a high-quality customer experience.

The Regional Manager is accountable for driving operational consistency, financial performance, and customer satisfaction across the region. This role serves as the primary operational leader within the region, responsible for developing Service Managers, strengthening customer relationships, and ensuring alignment with company standards and strategic objectives.

This position requires strong field engagement, customer interaction, and visible leadership across branches and key customer sites. Core Responsibilities Regional Service & Installation Leadership Provide leadership and oversight for all service and installation operations across the region Ensure consistent execution of service delivery, installation standards, and operational processes Identify operational gaps and implement process improvements to improve efficiency and consistency Ensure coordination across service, installation, project management, and sales functions Promote a culture of accountability, operational excellence, and safety Customer Ownership & Market Leadership Own customer satisfaction, retention, and service performance across all branches Build and maintain executive-level relationships with key and strategic customers Conduct regular in-person customer visits, prioritizing top and at-risk accounts Partner with Sales to drive customer retention, growth, and service expansion opportunities Lead resolution of major customer issues and ensure long-term corrective actions Establish and enforce a consistent, high-quality customer experience across the region Financial Performance & Profitability Own the financial performance and profitability of the region Manage P&L performance, ensuring revenue, margin, and cost targets are achieved Drive improvements in labor productivity, operational efficiency, and cost control Conduct regular performance reviews with Service Managers Support development of budgets, forecasts, and operational plans Leadership & Team Development Lead, coach, and develop Service Managers and field teams Establish clear expectations and accountability for performance Identify and develop high-potential employees Support recruiting, training, and workforce development initiatives Foster a culture of engagement, accountability, and continuous improvement Field Presence & Operational Alignment Maintain consistent presence across branch locations and customer sites Ensure alignment between field execution and customer expectations Support Service Managers in field operations, escalations, and customer engagement Act as the visible operational leader within the region Operational Performance Management Monitor and improve key operational performance metrics Ensure accurate reporting and forecasting across branches Drive continuous improvement initiatives to enhance service and installation performance Ensure compliance with safety regulations and company policies Key Performance Metrics Regional revenue growth Branch profitability and financial performance Gross margin improvement Labor productivity and operational efficiency Customer satisfaction and retention Service and installation quality Safety performance and compliance Employee engagement and leadership development Leadership Expectations Serve as a visible, field-engaged operational leader Own customer relationships and regional performance outcomes Drive consistency, accountability, and execution across all branches Lead with a strong customer-first mindset and operational discipline