P1 Service Group

Sales

• Define and own the sales performance framework across all three audiences for a platform spanning multiple trades and markets
• Identify underperforming branches, diagnose root cause, and execute targeted interventions with measurable outcomes
• Partner with branch General Managers and ops leadership to set revenue performance expectations and build accountability systems that outlast your visits
• Conduct regular branch visits - ride-alongs with technicians, live call listening with CSR teams, and in-home shadowing with comfort advisors
• Coach in real time, not just debrief after the fact - observe, score, adjust, and re-score on a defined cadence per branch
• Certify branch readiness before deploying new playbooks; ensure GMs are reinforcing standards between visits
• Build and own a trade-specific training library across HVAC, plumbing, and electrical with purpose-built content by role and audience
• Write CSR call scripts, objection handling frameworks, good/better/best option presentation guides, and membership pitch scripts
• Record role-play demonstrations for LMS use - strong, average, and weak examples - so the standard is shown, not just described
• Audit existing playbooks, preserve what works, rewrite what doesn't, and build a content roadmap to close identified gaps
• Package training content into role-specific reference cards, script summaries, and coaching guides for branch managers to deploy and reinforce independently
• Build and own role-specific onboarding tracks for technicians, CSRs, and comfort advisors with defined milestones and certification gates before field deployment
• Ensure new hires are tested, observed, and certified - not just checked off on a form
• Own the LMS - structure, sequencing, version control, and role-based tagging
• Convert tribal knowledge and informal playbooks into documented, scalable systems accessible to all branches
• Use ServiceTitan and performance data to identify training gaps and build targeted content to close them

Director of Sales Excellence

Director

• Audit and remediate existing ServiceTitan configurations across all OpCo instances — identify gaps, inconsistencies, and revenue leakage in current setup
• Design and document the Columbia ST standard: job types, price books, dispatch boards, membership structures, reporting taxonomies, and integration logic
• Own the ST onboarding playbook for acquired companies — from day-one data migration through full integration to platform standard
• Manage 2 direct reports and a network of ST contractors; set their priorities, QA their work, and hold them accountable to timelines
• Partner with GMs and field operators across OpCos to drive adoption — including change management in markets where operators have run their own way for 20+ years
• Build the reporting infrastructure that gives leadership real-time visibility into booking rates, technician productivity, revenue per truck, and membership penetration
• Evaluate and manage integrations across the tech stack — phone systems, marketing attribution, financing, and BI tools
• Lead the phased consolidation from separate ST instances to a unified platform architecture as the business scales

Director of Field Systems

Human Resources

• You are the engine behind HR execution
• Recruiting Coordination: Post jobs, track candidates, and manage communications with consistency
• Maintain ATS data accuracy from application through hire
• Prepare offer letters, onboarding paperwork, and screenings
• Coordinate onboarding logistics with precision and follow-through
• Track recruiting metrics and keep data clean and reliable
• Payroll Administration: Process weekly payroll with a zero-error mindset
• Audit timekeeping and resolve discrepancies before submission
• Maintain employee payroll changes accurately and on schedule
• Handle garnishments and wage assignments with compliance focus
• HR Systems: Maintain clean, accurate employee data across all HR records
• Generate reports and support operational decision-making
• Troubleshoot employee access and system questions
• Identify opportunities to improve workflows within the system
• HR Operations Support: Maintain confidential employee records with strict attention to detail
• Process verifications, unemployment claims, and workers’ comp intake
• Support leave tracking and benefits administration logistics
• Assist with audits, compliance documentation, and reporting
• Respond to routine HR questions with professionalism and discretion

Human Resources Coordinator

• Conduct regular branch visits including ride-alongs with technicians, live call listening with CSR teams, and shadowing sessions with comfort advisors
• Provide real-time, in-the-moment coaching — observe, score, coach, and re-score on a defined cadence
• Certify branch and employee readiness before deploying new playbooks or scripts
• Partner with branch General Managers to reinforce training standards between visits
• Build and maintain a trade-specific training library (HVAC, plumbing, electrical) with purpose-built content by role
• Write CSR call scripts, objection handling frameworks, good/better/best option presentation guides, and membership pitch scripts
• Record role-play demonstrations for LMS use, including strong, average, and weak examples
• Audit existing playbooks — keep what works, rewrite what doesn't, and build a content roadmap to close gaps
• Produce ride-along scorecards, field reference guides, and coaching checklists for branch managers to use independently
• In-Home Comfort Advisors: full-cycle sales process, discovery questioning, proposal delivery, financing conversations, and follow-up cadence
• Technicians: in-home presentation skills, options-based selling, membership upsell techniques, and trust-building by trade
• CSRs / Booking Agents: call conversion, scripting, urgency creation, price objection handling, and appointment accuracy
• Convert tribal knowledge and informal playbooks into documented, scalable systems
• Use performance data to identify training gaps and build content to close them
• Package training content into role-specific reference cards, script summaries, and coaching guides for branch managers to deploy and reinforce independently

Director of Sales Excellence

Director of Field Systems

Human Resources Coordinator

Sales Excellence Trainer