Customer Success Operations Analyst Jobs in Santa Rosa, CA

Job Overview

Are you a results-driven leader who excels at building sales processes, generating revenue, optimizing operations, and developing high-performing teams? We are seeking an experienced Operations Manager to bring a fresh perspective to our business and lead performance across our Residential HVAC, Plumbing, Drains, and Electrical divisions.

This is a high-impact leadership role with a heavy focus on sales, sales process, revenue generation, sales training, operational efficiency, profitability, and team performance. The ideal candidate combines strong commercial instincts with hands-on operational leadership and has a proven ability to improve sales execution, manage field operations, and scale service-driven businesses.

As Operations Manager, you will partner closely with department leaders to strengthen sales performance, customer retention, workforce productivity, and financial results while fostering a culture of accountability, safety, collaboration, and continuous improvement.

Key Responsibilities

· Own and improve sales processes across HVAC, Plumbing, Drains, and Electrical service departments, from customer inquiry through completed service and follow-up.

· Drive revenue growth by monitoring sales and operational KPIs, identifying performance gaps, and implementing scalable processes and best practices.

· Develop and deliver sales training, coaching, and performance management for managers, supervisors, technicians, and other customer-facing employees.

· Partner with leadership to execute business strategies that support revenue growth, gross profit, customer acquisition, and retention.

· Oversee day-to-day service operations to ensure efficient workflow, consistent sales execution, and exceptional customer experiences.

· Analyze operational and financial data, including revenue, gross profit, conversion, average ticket, labor utilization, and service performance metrics, to identify opportunities for improvement.

· Manage workforce planning, technician scheduling, dispatch coordination, and resource allocation to meet service demand and maximize revenue opportunities.

· Collaborate with sales and marketing teams on lead management, customer acquisition, retention programs, and growth initiatives.

· Establish accountability through clear goals, scorecards, regular performance reviews, and actionable coaching.

· Ensure compliance with company policies, safety standards, and quality expectations across all operations.

· Build and maintain strong relationships with customers, vendors, contractors, and internal teams.

· Oversee fleet, inventory, tools, and equipment management to ensure accountability and operational readiness.

· Lead, coach, and develop managers, supervisors, and frontline employees through training, mentorship, and performance management.

· Foster a positive, inclusive, and performance-driven culture focused on teamwork, accountability, and continuous improvement.

Qualifications

· 7–10+ years of experience in operations management, sales leadership, revenue operations, or a related leadership role within field service, home services, construction, manufacturing, or a similar industry.

· Proven success improving sales processes, generating revenue, coaching teams, and increasing business performance.

· Experience managing budgets, operational performance, and process improvement initiatives.

· Strong knowledge of service operations, residential sales practices, workforce scheduling, and project management.

· Proficiency with business software; experience with CRM, dispatch, or ERP tools such as ServiceTitan is a plus.

· Excellent decision-making, problem-solving, and communication skills, with the ability to influence across all levels.

Skills and Competencies

· Sales leadership and training

· Revenue generation and growth strategy

· Sales process design and optimization

· Operational leadership and team development

· Financial and business acumen

· Strategic planning and execution

· Data analysis and KPI management

· Process improvement and problem-solving

· Workforce scheduling and resource management

· Change management and accountability

· Proficiency with CRM, ERP, and dispatch software

Work Environment

· This role works across office, warehouse, customer, and outdoor environments.

· Frequently required to use and promote the use of personal protective equipment to prevent injury.

· Occasional travel may be required for training, meetings, or customer visits.

· Ability to work in various environmental conditions, including hot and cold temperatures.

Compensation and Benefits

· Annual performance-based bonus

· Comprehensive medical, dental, and vision coverage

· 401(k) with company match

· Generous vacation, holidays, and sick leave

· Ongoing training, professional development, and advancement opportunities

· A supportive, inclusive, and dynamic work environment focused on teamwork and employee satisfaction

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