Job Description

Purpose

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At Woodfin - Your Home Team, we believe that when we invest in our people, everything else follows.



The Operational Performance Coach exists because the best customer experience begins with the best employee experience.



By helping our team members reach their highest potential, both personally and professionally, this role creates the foundation for delivering our 7 STAR Customer Experience every day.



This position builds capability, confidence, and humility across all departments. It turns data into confidence, feedback into growth, and culture into measurable performance. The focus is on coaching with heart and leading with purpose so that every team member feels proud of the impact they make and every customer feels the difference.

Mission

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To make coaching part of how we work, not something extra we do.



This role blends data, discipline, and heart to build performance that lasts by helping leaders and teams grow stronger, work smarter, and serve better.

Guided by Our Core Values

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Humility. Integrity. Respect. Community.



These values shape how we lead, how we coach, and how we serve the community and each other.

7 STAR Customer Experience

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The 7 STAR framework connects what happens inside our company to what customers feel outside of it.



It begins with seven daily actions: showing up, building trust, taking action, showing respect, resolving issues, growing, and giving. Those actions create seven outcomes that define who we are: a best place to work, a premier brand, service excellence, superior quality, long-term customer loyalty, continuous improvement, and collaborative problem-solving.



The Operational Performance Coach keeps that connection alive by ensuring our people grow, our culture stays strong, and every customer feels the difference.

Key Responsibilities

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Coaching for Performance

Coach team members across all departments using real performance data, customer feedback, and job-specific knowledge. Use every available insight from KPIs and performance trends to customer experience metrics to help team members reach their full potential. Develop confident, humble leaders who coach with consistency and care. Reinforce a rhythm of performance with regular check-ins, feedback, and recognition that drives growth. Strengthen our cultural goal: The Best Place to Work The Best Place to Perform.

Turning Data Into Action

Use ServiceTitan, Power BI, and other systems to identify performance opportunities and guide improvement. Combine quantitative and qualitative insights to understand what drives performance. Help leaders use data to tell a story that celebrates progress and reveals opportunity. Track improvement over time and celebrate measurable results.

Employee Growth and Confidence

Help team members set personal and professional goals that connect to company success. Partner with Learning and Development to provide training that builds skills and confidence. Recognize both effort and excellence. Build an environment where humility and ambition work together and feedback feels like investment, not criticism.

Leadership Alignment

Align coaching methods and expectations across departments for consistency and fairness. Partner with senior leaders to reinforce accountability while maintaining empathy and respect. Serve as a trusted connector between company strategy and daily execution.

Qualifications

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Minimum five years of experience in residential home services operations, leadership, or performance management (HVAC, plumbing, electrical, or related). Skilled at interpreting data and using it to drive behavior change and performance improvement. Proficiency in ServiceTitan, Power BI, or similar systems. Excellent communicator who builds trust and accountability. Demonstrates humility, integrity, and respect in every interaction. Thrives in a growth-minded, fast-paced, performance-driven environment.

Success Measures

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Team members show measurable improvement in productivity, customer satisfaction, and service quality. Coaching becomes part of the daily rhythm, consistent, respected, and results-focused. Leaders coach with both confidence and humility. The 7 STAR Customer Experience is delivered with consistency across every department. The company scales performance while preserving heart, trust, and community.



We invest in our people - Coaching with humility. Leading with heart. Performing with purpose.

What We Offer:

Woodfin - Your Home Team offers a wide range of employee benefits, including:

A welcoming, family-oriented work environment that supports work/life balance. 401K plan with Roth and Traditional options, including a 25% company match on up to 6% of your income. Medical insurance with three plan choices, including Health Savings Account options. Dental insurance with two plan choices. Vision insurance coverage. Flexible spending account. Tuition reimbursement. Access to apprenticeship training programs. Scholarship opportunities for you and your family. Paths for cross-training and career advancement. Paid vacation and PTO that accrues from day one. Employee Assistance Program for support when needed.



Not everyone may fulfill all the requirements listed here. If you possess the necessary skills but are unsure about your background, please don't hesitate to apply. We welcome your application and are eager to explore the opportunity with you. We're constantly seeking individuals who can contribute to our company's growth and success.


At Woodfin Heating, Inc., we are committed to cultivating an environment of mutual respect and inclusion. We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, age, sex, national origin, gender, pregnancy, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, ethnic origin, or any other characteristic protected by federal, state or local laws.


All aspects of employment will be based on merit, competence, performance, and business needs, including the decision to hire, promote, discipline, or discharge.