B2B Operations Program Manager

Job Summary

Owning the escalation and replacement program for the HVAC B2B partner channel, the full-time B2B Operations Program Manager will design policies and procedures, analyze program performance, and serve as the senior resolution point for complex partner matters in a remote setting.

Key responsibilities:

• Authors and maintains the B2B escalation and replacement playbook, including criteria and service-level commitments
• Implements process improvements across the escalation lifecycle and leads operational onboarding of new B2B partners
• Analyzes claim volumes and trends, prepares performance reports, and advises leadership on operational and policy changes

Required qualifications:

• Bachelor's Degree
• 5-10 years of related experience, preferably in service operations or the HVAC industry
• Demonstrated experience in designing operational processes and writing standard operating procedures
• Strong analytical skills with proficiency in Excel or similar reporting tools
• Experience managing external partner relationships and negotiating disputed matters