The Director of Sales Excellence is a senior individual contributor responsible for driving revenue performance across the Columbia Home Services branch network. This role owns the full arc of sales execution - from building curriculum and content to field coaching, program rollout, and performance accountability - across technicians, CSRs, and in-home comfort advisors.This is not a headcount-management role. It is an influence role. You will drive results through coaching, content, and the ability to change behavior in the field. You will work across branch leadership, operations, and the executive team to set the standard for how CHS sells and closes.Reports to: VP of Shared OperationsDirect Reports: NoneTravel: 80% (multi-state branch visits)Key ResponsibilitiesSales Strategy & Field ExecutionDefine and own the sales performance framework across all three audiences for a platform spanning multiple trades and marketsIdentify underperforming branches, diagnose root cause, and execute targeted interventions with measurable outcomesPartner with branch General Managers and ops leadership to set revenue performance expectations and build accountability systems that outlast your visitsBring a senior operator's point of view to how CHS prices, presents, and closes - push back when current practices leave money on the tableField Coaching & Live ExecutionConduct regular branch visits - ride-alongs with technicians, live call listening with CSR teams, and in-home shadowing with comfort advisorsCoach in real time, not just debrief after the fact - observe, score, adjust, and re-score on a defined cadence per branchCertify branch readiness before deploying new playbooks; ensure GMs are reinforcing standards between visitsTraining Curriculum & Content CreationBuild and own a trade-specific training library across HVAC, plumbing, and electrical with purpose-built content by role and audienceWrite CSR call scripts, objection handling frameworks, good/better/best option presentation guides, and membership pitch scriptsRecord role-play demonstrations for LMS use - strong, average, and weak examples - so the standard is shown, not just describedAudit existing playbooks, preserve what works, rewrite what doesn't, and build a content roadmap to close identified gapsPackage training content into role-specific reference cards, script summaries, and coaching guides for branch managers to deploy and reinforce independentlyNew Hire Onboarding & CertificationBuild and own role-specific onboarding tracks for technicians, CSRs, and comfort advisors with defined milestones and certification gates before field deploymentSet time-to-productivity benchmarks by role and hold branches accountable to hitting themEnsure new hires are tested, observed, and certified - not just checked off on a formLMS & Content SystematizationOwn the LMS - structure, sequencing, version control, and role-based taggingConvert tribal knowledge and informal playbooks into documented, scalable systems accessible to all branchesUse ServiceTitan and performance data to identify training gaps and build targeted content to close themPerformance MetricsCSR booking rate by branchTechnician average ticket value and options-presented rateMembership / maintenance agreement attach rateComfort advisor close rateWorkforce certification rate on current playbooksNew hire time-to-productivity by roleQualifications7+ years of sales performance, training, or revenue operations experience in home services, field service, or a closely related trade environment - direct exposure to technician, CSR, or in-home sales requiredHVAC industry experience required - must understand the trade, the sales cycle, and how technicians operate in the fieldDemonstrated ability to influence results without direct authority - this role operates through credibility, coaching skill, and relationships, not org chart positionProven content creator: you've built call scripts, playbooks, objection handling guides, and role-play curriculum from scratch - not just delivered someone else's programSkilled live coach and facilitator - you can run a high-energy pre-shift session at 7am and execute a ride-along by 9amServiceTitan experience strongly preferred; must be comfortable pulling job and call reports to target coaching prioritiesAbility and willingness to travel 80% of the time across multiple U.S. states - this is a firm requirementPreferred QualificationsPrior experience in a PE-backed or multi-location home services platformMulti-trade exposure across HVAC, plumbing, or electricalFamiliarity with membership / maintenance agreement sales programsExperience building or managing content within an LMS platformCompensationBase salary: $130,000 - $150,000 depending on experienceAnnual performance bonus: up to 20% of base salary, tied to revenue and training KPIsMileage and travel reimbursement per company policyHealth, dental, and vision benefitsPaid time off
29 days ago