Project Manager IV, Service Delivery and Strategy

2210 Advantage Experts Services LLC; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking a Project Manager IV, Service Delivery and Strategy to drive cross-functional initiatives across Contact Center, Dispatch, and Field Operations.

The role focuses on improving booking-to-completion performance, identifying bottlenecks, and enhancing service capacity utilization while delivering measurable gains in customer satisfaction and revenue realization.

Qualifications

• Minimum 6+ years of experience in project management.
• Bachelor's degree required.

Responsibilities

• Lead cross-functional initiatives to improve service delivery performance and maximize project outcomes.
• Identify bottlenecks, process gaps, and operational inefficiencies across the booking-to-completion process.
• Monitor forecasted demand, capacity, and fulfillment performance; drive corrective actions.
• Develop business cases and present findings to senior leadership.

Skills

Project management

Cross-functional leadership

Business analysis

Stakeholder communication

Education

Bachelor's degree

Job description

Welcome! The Project Manager IV, Service Delivery and Strategy leads significant cross-functional initiatives focused on improving booking-to-completion performance, identifying barriers to job fulfillment, and driving operational effectiveness. Serving as a key liaison between Contact Center, Dispatch, and Field Operations, this role identifies and addresses operational bottlenecks, appointment fallout, capacity constraints, and process gaps that impede job fulfillment. Through project leadership, stakeholder collaboration, and continuous improvement efforts, the role drives measurable gains in booking-to-completion rates, service capacity utilization, customer satisfaction, revenue realization, and operational performance across multiple markets and regions. Lead cross-functional initiatives that improve service delivery performance and increase the successful conversion of customer demand into completed jobs. Analyze the end-to-end customer journey from booking to dispatch and field execution to identify bottlenecks, process breakdowns, and operational inefficiencies impacting job completion. Partner with Contact Center, Dispatch, Field Operations and other business stakeholders to identify opportunities and implement solutions that improve operational performance and customer experience. Partner with operational leadership to monitor forecasted job demand and fulfillment performance, implementing corrective actions across lead generation and operational channels to maintain service capacity and support job booking and completion targets. Monitor operational performance metrics, workflow trends, appointment fallout, cancellations, reschedules, and uncompleted jobs to identify root causes and improvement opportunities. Evaluate dispatch workflows, technician capacity, scheduling practices, and appointment management processes to improve fulfillment rates and maximize available service capacity. Identify operational barriers that prevent scheduled work from being completed and develop recommendations to improve booking-to-completion performance. Develop and implement best practices that improve coordination between customer-facing and operational teams while creating a more consistent service delivery experience. Prepare and present findings, recommendations, project updates, and business cases to operational and senior leadership teams.

• Minimum Experience: 6+ years
• Minimum Education: Bachelor's Degree

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process.

To request an accommodation, please email [e-mail]

Company Home Hello, Future Experts! Welcome to our employment portal, the ultimate destination for reviewing our current job listings and submitting your applications online. Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT! Headquartered in Richardson, TX, Service Experts Heating & Air Conditioning provides HVAC and plumbing maintenance and repair to homes and businesses. A strong focus on the customer experience has persisted throughout Service Experts’ history. Even today, Service Experts continues its strong focus on growth. Our goal is to be the best and biggest in the markets we serve. But one thing has always, and will always, define Service Experts: our unwavering commitment to our customers. Looking for the best when it comes to keeping your home safe, comfortable, and highly efficient? There’s an Expert for that.