Job DescriptionJOB SCOPE:This position formulates, affects, interprets, and implements the operating policies of the HVAC B2B escalation program. The incumbent independently determines resolution approaches for non-routine matters, commits the company to courses of action within program guidelines, and makes recommendations to leadership that carry particular weight in decisions affecting partner relationships, cost, and process design.
JOB SUMMARY:The B2B Operations Program Manager owns the escalation and replacement program for the HVAC B2B partner channel. This position designs and maintains the policies, procedures, and service-level standards that govern how partner escalations, unit replacements, and warranty resolutions are handled across the business; analyzes program performance and advises leadership on operational and policy changes; and serves as the senior point of resolution for complex or high-value partner matters. The role operates with significant independence and is accountable for program outcomes, not solely for individual transaction processing.
REPORTS TO:National Operations Mgr, HVAC
Responsibilities/Skills/Experience RequirementsJOB DUTIES/RESPONSIBILITIES:- Owns, authors, and maintains the B2B escalation and replacement playbook, including resolution criteria, replacement eligibility standards, approval thresholds, and partner-facing service-level commitments
- Formulates and revises operating policy for escalations, replacements, and warranty resolution; determine when and how established procedures should change to meet business and seasonal demands
- Designs and implements process improvements across the escalation lifecycle; author standard operating procedures used by internal teams and B2B partners
- Leads the operational onboarding of new B2B partners, defining the escalation and resolution procedures each partner will follow
- Analyzes escalation, replacement, and warranty claim volumes and trends; identify root causes, cost drivers, and partner-level performance issues
- Prepares and presents recurring performance reporting to leadership with recommendations on process changes, staffing and seasonality planning, and partner terms
- Evaluates the financial impact of replacement and concession decisions and recommend policy adjustments to reduce cost and cycle time
- Advises leadership on matters of significance affecting the B2B channel; recommendations from this position are relied upon in operational and partner decisions
- Serves as the senior resolution point for complex, disputed, or high-value B2B partner escalations, exercising independent judgment in selecting the resolution path (repair, replacement, or concession) for non-routine matters
- Interfaces directly with partner management to negotiate and resolve disputed claims and service failures
- Determines when deviation from standard procedure is warranted by circumstances and authorize exceptions within program guidelines
JOB REQUIREMENTS:- Bachelors Degree
- 5-10 years of related experience
- 18 years of age or older
REQUIRED SKILLS:- 5+ years of experience in service operations, order management, escalations, or warranty resolution; HVAC or major appliance industry experience strongly preferred
- Demonstrated experience designing or improving operational processes and writing standard operating procedures
- Strong analytical skills, including proficiency with Excel or comparable reporting tools; able to build reporting from raw operational data
- Experience managing external partner or vendor relationships, including negotiation of disputed matters
- Strong written and verbal communication skills; comfortable presenting findings and recommendations to senior leadership
