HVAC Director of Operations

JOB SUMMARY

At Cline’s Air Conditioning, you’ll join a veteran-owned, family-focused powerhouse that’s racing to dominate Spokane and North Idaho—and you’ll be the catalyst. As our Director of Operations, you’ll own our playbook—from maximizing technician billable hours with data-driven scheduling in Service Titan to documenting and continuously refining SOPs across every department. You’ll lead and develop our managers through our rigorous three-part interview process, drive fast-paced growth with extreme accountability, and ensure we operate flawlessly and compliantly.

You’ll thrive here because everything we do is Inspirational—we show up to impact our team, our customers, and chase our full potential;
Disciplined—we do what we say, every day;
Accountable—we hold ourselves and each other to extreme standards;
Transparent—we move quickly with full visibility;
Aligned—we tie every person’s growth to the company’s success; and Results Oriented—we get sh
* t done. In return, enjoy a competitive base salary, profit-sharing bonuses, comprehensive benefits, and the opportunity to build our operations from the ground up—no idea left untested and no win too small.

At Cline’s AC, we don’t just install HVAC systems—we set the standard for quality, expertise, and customer satisfaction. As Spokane’s most reliable HVAC company, we have been serving homeowners, businesses, and contractors since 1988 with a commitment to excellence that goes beyond just getting the job done. We believe in building lasting relationships, not just with our customers, but with our employees and industry partners.

Our team is made up of high performers who take pride in their craft, support each other, and never settle for average. We invest in ongoing training, the best tools and technology, and a work culture that values accountability, growth, and teamwork. At Cline’s, we offer competitive wages, career advancement opportunities, and a company culture that feels like family. Whether it’s a company BBQ, team outings, or simply celebrating wins together, we believe in creating an environment where people love to work.

If you’re looking for a company that values excellence, integrity, and the pursuit of being the best, Cline’s AC is the place for you.

Leadership & Culture:

• Lead and hold accountable all department managers across Service, Install, Fleet, Warehouse, Safety, and Administration.
• Set the tone for a disciplined, high-performance culture built on belief, accountability, and alignment with our veteran-led values.
• Hire, coach, and develop leaders who uphold company standards and strengthen our winning culture.
• Enforce the company’s three-part interview process to ensure cultural and performance fit across all hires.
• Lead from the front — motivate, support, and celebrate your team while holding firm to performance expectations.

Performance & Accountability:

• Own company-wide KPIs: technician productivity, install completion rates, first-call resolution, CSAT, NPS, on-time arrival, and revenue goals.
• Develop and run departmental scorecards and lead weekly reviews with department heads.
• Build clarity on targets and expectations for every position, coaching underperformers and celebrating top performers.
• Drive operational growth by maximizing billable hours, optimizing schedules, and improving process efficiency.

Process & SOP Development:

• Create, document, and enforce SOPs across every department to standardize operations and scale efficiently.
• Continuously evaluate and improve systems and workflows for dispatch, service, installation, and warehouse management.
• Lead change-management initiatives to ensure new processes are adopted, sustained, and producing measurable results.
• Build a culture of continuous improvement — measure, test, refine, and raise the standard constantly.

Systems & Technology:

• Train on, utilize, and become an expert-level user of our CRM — Service Titan.
• Build, manage, and optimize Service Titan dashboards, price books, workflows, automations, and reporting tools.
• Train department managers and team members on proper use of Service Titan to ensure accuracy, consistency, and accountability…