Manager, Operations Integration

Heartland Home Services; Grand Rapids (MI); On-site; USD 130,000 - 170,000; Full time

Job summary

Heartland Home Services is seeking an experienced operations leader to drive standardization, price book management, and cross-functional alignment across multiple operating companies. The role focuses on improving efficiency, scalability, and performance through data-driven decision making and strong stakeholder engagement.

You will lead major transformation initiatives, including call center consolidation, system implementations, and post-acquisition integration efforts, working closely with

Qualifications

• Bachelor’s degree or equivalent operational leadership experience.
• 5+ years of experience leading operational improvement and enterprise projects.
• Experience in residential/commercial home services or multi-location organizations.
• Familiarity with field service platforms and call center operations.
• Strong analytical, organizational, and communication skills.

Responsibilities

• Drive price book standardization and process alignment across operating companies.
• Lead major enterprise projects including call center consolidation and system implementations.
• Coordinate cross-functional teams across Operations, Finance, HR, IT, Marketing, and Customer Experience.
• Support M&A integration planning, transition, and post-acquisition alignment.
• Develop KPIs, reporting tools, and dashboards to track progress and risks.

Skills

Operational leadership

Project management

Cross-functional collaboration

Process improvement

Change management

Stakeholder engagement

Data-driven decision making

Education

Bachelor's degree in Business/Operations

Tools

ServiceTitan

CRM platforms

Job description

Core Responsibilities

Drive operational standardization efforts, including price book management, process alignment, reporting consistency, and implementation of best practices across operating companies. Evaluate business processes, identify opportunities for improvement, and implement solutions that enhance efficiency, scalability, and operational performance. Lead major enterprise projects, including call center consolidation, system implementations, workflow optimization, and other business transformation initiatives. Facilitate change management efforts by developing communication plans, promoting stakeholder engagement, and ensuring successful adoption of new processes and systems. Coordinate cross-functional teams across Operations, Finance, HR, IT, Marketing, Customer Experience, and other key functions to ensure successful execution of strategic initiatives. Support M&A in the integration of newly acquired businesses, including transition planning, implementation, and post-acquisition operational alignment. Develop and manage project plans, timelines, milestones, and accountability measures for integration and enterprise transformation initiatives. Develop and monitor key performance indicators (KPIs), project metrics, and reporting tools to measure progress, identify risks, and support data-driven decision-making. Build strong partnerships with field and corporate leadership, serving as a trusted advisor and resource on operational improvement and integration initiatives. Provide regular project updates to executive leadership, proactively identifying risks, resolving obstacles, and ensuring alignment with organizational objectives.

Qualifications

Bachelor's degree in Business, Operations, Finance, Management, or related field; equivalent operational leadership experience will be considered. 5+ years of experience leading operational improvement, business transformation, integration, or enterprise project initiatives. Experience within residential or commercial HVAC, plumbing, electrical, home services, or multi-location service organizations. Experience supporting M&A integration, business transformations, and/or FSM/CRM implementations. Direct familiarity with ServiceTitan or a similar field service management platform field service management platform. Experience with call center operations, customer service organizations, dispatch operations, and/or shared-service environments. Demonstrated success managing complex, cross-functional projects. Strong analytical, organizational, and problem-solving skills. Excellent communication and relationship-building abilities. Ability to influence stakeholders across all levels of the organization. Project Management, Lean, Six Sigma, or similar certifications preferred.

Success Measures

Within the first 12–24 months, this individual will be expected to: Successfully integrate newly acquired businesses into the organization. Develop a scalable acquisition integration framework and playbook. Lead implementation of enterprise price book standardization. Support execution of call center consolidation initiatives. Increase operational consistency across operating companies. Improve visibility through standardized reporting and KPI measurement. Establish strong partnerships with field and corporate leadership teams. Deliver strategic projects on time and within scope.

Company Information

Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Founded in 2017 on the principle of SHARED STRENGTH, DELIVERED LOCALLY. Heartland Home Services leads the market in residential home services and is designed to EMPOWER, ENGAGE, and INSPIRE brands to accelerate performance every step of the way. We are committed to being the EMPLOYER OF CHOICE, growing our presence across the United States with passion to IGNITE CAREER OPPORTUNITIES for our people. Headquartered in Michigan and rooted in our Midwestern values, WE ARE DEDICATED to building a better future where we live and work.