Job Details

Job DescriptionJob Description

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 ServiceTitan 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.

ABOUT US

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.

KEY RESPONSIBILITIES

• Leadership & Culture
  • Direct managers in Service, Install, Fleet, Warehouse, Safety, etc.
  • Enforce our three-part interview process and uphold our dynamic, winning culture.
  • Hire, onboard, and develop talent that aligns with our veteran-led values.
• Metrics & Performance
  • Define, track, and coach to KPIs: productivity, CSAT, NPS, first-call resolution, on-time arrival, etc.
  • Maximize technician and installer billable hours through optimized scheduling, routing, and utilization.
  • Set performance standards and run regular scorecards with each department.
• Systems & Tech
  • Build and maintain ServiceTitan price books, dashboards, and reports.
  • Ensure full CRM utilization: workflows, automations, data integrity, and adoption.
• Process & SOP Management
  • Create, document, and update SOPs across every department.
  • Streamline operational processes end-to-end for efficiency and consistency.
  • Lead change-management to embed best practices and continuous improvement.
• Compliance & Risk
  • Own all permitting, licensing, and regulatory compliance (federal, state, local).
  • Lead safety and quality-assurance programs; perform regular site audits.
• Financial Oversight
  • Partner with Finance on budget creation, forecasting, and P&L management.
  • Implement cost controls and monitor margins.
• Operations Oversight
  • Oversee fleet (maintenance, routing, utilization) and vendor/supplier relationships.
  • Manage procurement, inventory, and warehouse operations.
• Strategic Collaboration
  • Work closely with Sales, Marketing, HR, and the Exec Team on growth initiatives.
  • Drive projects like new service lines, geographic expansion, and tech rollouts.

QUALIFICATIONS

• 7+ years in ops leadership within home services or a related field.
• Demonstrated ability to scale multi-site operations and protect culture.
• Deep expertise in ServiceTitan (price books, dashboards) and CRM systems.
• Strong financial acumen: budgeting, forecasting, P&L, cost control.
• Proven SOP creator: you document everything, from workflows to training guides.
• Exceptional communicator, coach, and change-agent.
• Veteran background or affinity a huge plus—but leadership and operational grit required.

BENEFITS & CULTURE

• $90,000-$110,000 plus profit sharing
• Company cell phone and computer
• Continued education
• Medical
• Dental, Vision, Accident Insurance are also available
• 401K Plan
• Opportunity for advancement
• Paid holidays after one year of employment
• Paid vacation time
• Our family of employees participate in hunting trips, camping trips, BBQ's and other fun activities throughout the year.
• Employee Recognition Program that provides bonuses and / or paid time off when employees provide exceptional service to the company and our customers.

OUR MISSION

Setting the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence.

OUR VISION

To be the undisputed household name for HVAC excellence in Spokane and Coeur d'Alene

OUR CORE VALUES

Inspirational: Everything we do is bigger than us. We show up to work not just for ourselves but to impact our team, create the best solutions for our customers, and chase our full potential.

Disciplined: We do what we say we are going to do. No exceptions. We train every day to continue learning and growing.

Accountable: We hold ourselves and our team accountable because true growth doesn't happen by accident. Extreme accountability leads to extraordinary results.

Transparent: We have big goals and move quickly. Our team operates with transparency to prioritize the work that gets us closer to those goals.

Aligned: We hire growth-oriented individuals because our business can't grow if our people aren't growing. We align our business goals with every team member's personal, professional, and financial goals—when our team wins, the company wins.

Results Oriented: We get shit done.

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