DIRECTOR OF SALES EXCELLENCE

Position Summary 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 Operations Direct Reports: None Travel: 80% (multi-state branch visits) Key Responsibilities Sales Strategy & Field ExecutionDefine 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 Bring a senior operator's point of view to how CHS prices, presents, and closes - push back when current practices leave money on the table Field Coaching & Live ExecutionConduct 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 Training Curriculum & Content CreationBuild 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 New Hire Onboarding & CertificationBuild and own role-specific onboarding tracks for technicians, CSRs, and comfort advisors with defined milestones and certification gates before field deployment Set time-to-productivity benchmarks by role and hold branches accountable to hitting them Ensure new hires are tested, observed, and certified - not just checked off on a form LMS & Content SystematizationOwn 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 Performance MetricsCSR booking rate by branch Technician average ticket value and options-presented rate Membership / maintenance agreement attach rate Comfort advisor close rate Workforce certification rate on current playbooks New hire time-to-productivity by role Qualifications7+ 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 required HVAC industry experience required - must understand the trade, the sales cycle, and how technicians operate in the field Demonstrated ability to influence results without direct authority - this role operates through credibility, coaching skill, and relationships, not org chart position Proven content creator: you've built call scripts, playbooks, objection handling guides, and role-play curriculum from scratch - not just delivered someone else's program Skilled live coach and facilitator - you can run a high-energy pre-shift session at 7am and execute a ride-along by 9am ServiceTitan experience strongly preferred; must be comfortable pulling job and call reports to target coaching priorities Ability and willingness to travel 80% of the time across multiple U.S. states - this is a firm requirement Preferred QualificationsPrior experience in a PE-backed or multi-location home services platform Multi-trade exposure across HVAC, plumbing, or electrical Familiarity with membership / maintenance agreement sales programs Experience building or managing content within an LMS platform CompensationBase salary: $130,000 - $150,000 depending on experience Annual performance bonus: up to 20% of base salary, tied to revenue and training KPIs Mileage and travel reimbursement per company policy Health, dental, and vision benefits Paid time off