Process and Implementation Manager

We are seeking a Process & Implementation Manager to lead the enterprise-wide deployment, adoption, and continuous optimization of Service Titan across our rapidly growing, multi-location organization. This is a highly visible, high-impact opportunity to build our operating foundation from the ground up. As our first dedicated systems and process leader, you will drive Service Titan implementations across each depot, own the platform's ongoing administration, and design scalable, standardized workflows that enable every location to operate with consistency, efficiency, and excellence.

This is a remote role. Preference will be given to candidates
residing
in
North Carolina or South Carolina
to support travel to depot locations and business operations.

• Own Service Titan implementation and rollout:
  Lead end-to-end deployments at each depot, from scoping and configuration through go-live and post-launch stabilization.
• Serve as the main liaison with Service Titan and the internal platform owner:
  Act as the in-house Service Titan subject matter expert and ongoing point of contact for every depot, handling configuration changes, troubleshooting, and day-to-day optimization as an internal customer success resource for the business.
• Establish core operating processes:
  Design and standardize the workflows that run on Service Titan, including inventory management, the sales to operations handoff, new customer setup and onboarding, dispatch, and the job to invoice flow.
• Drive change management and adoption:
  Build and deliver training for field technicians, office staff, and depot managers; establish support rhythms and feedback loops that sustain adoption long after go-live.
• Build scalable playbooks:
  Document SOPs, onboarding playbooks, and configuration standards that can be replicated at every new depot without reliance on outside consultants.
• Support ongoing operations:
  Serve as the escalation point for platform issues across all locations, monitor usage and data quality, and continuously refine processes as the business grows.
• Collaborate cross-functionally:
  Partner with operations, sales, and finance so that Service Titan configuration reflects real-world workflows and reporting requirements.
• Build the function over time:
  Establish the team structure, tooling, and success metrics needed to support a growing portfolio of depots.

• 5+ years of experience in software implementation, business operations, systems deployment, or process improvement
• Hands-on Service Titan experience, including platform configuration, implementation, administration, and ongoing optimization
• Proven success leading end-to-end software implementations, from planning and configuration through training, launch, and post-implementation support
• Experience leading change management initiatives, driving user adoption, training, and continuous process improvement
• Demonstrated ability to build scalable processes and operational workflows in fast-growing or evolving organizations
• Experience establishing systems and processes from the ground up, creating standardized ways of working across multiple locations
• Strong project management, communication, and cross-functional collaboration skills
• Ability to balance strategic thinking with hands-on execution in a fast-paced, high-growth environment

• Experience in a field service or skilled trades environment, such as generator services, HVAC, electrical, or mechanical services
• Background in customer success, software implementation, business operations, or process improvement
• Experience developing and analyzing reports, dashboards, and operational metrics within Service Titan
• Proven success supporting software implementations across multiple locations or operating sites
• Familiarity with integrated business systems, including accounting, payroll, CRM, and other enterprise platforms, with an understanding of how data flows between systems
• Experience in technology integration with
  
  Service
  
  Titan(i.e., plug-ins)
• Experience designing and delivering training programs while driving user adoption among field-based and non-desk employees

Up to 25% is required to…