Senior Manager Capacity Planning and Dispatch Operations

Job Type Full-time Description Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future. Are you ready to Be Part of Something BIGGER! The Senior Manager of Capacity Planning and Dispatch Operations serves as the architectural backbone of our service delivery engine. The positions manages the enterprise operating system that converts available field labor into accurate, bookable, dispatchable, and revenue-producing capacity across multiple home service brands and regions. This role plays a critical part in driving operational efficiency, scaling newly acquired brands, and directly impacting EBITDA . The role connects center-level technician supply, local dispatch execution, system configuration, and Contact Center booking activity, so customers receive reliable appointment options, and the business deploys the right technician to the right call at the right time. Instead of managing a traditional department of direct reports, the role provides functional and dotted-line leadership to center dispatchers nationwide. Data, technology, and cross-functional influence are used to align trade capacity with marketing demand and leverage automation to scale. Essential Job Functions Include Enterprise Capacity Planning & Demand Matching Capacity Framework: Own the company-wide capacity framework across all centers, trades (HVAC, plumbing, electrical), job types, technician skills, service areas, and operating hours. Forecast Modeling: Develop and maintain same-day, 7-day, 30-day, and 90-day seasonal capacity models of forecasted demand versus available skilled technician hours, incorporating vacancies, PTO, training, and seasonality. Marketing Alignment: Partner closely with Marketing and Inside Sales to match forward-looking technician capacity with digital lead-generation campaigns, preventing un-booked boards or wasted marketing spend. Capacity Gap Accountability: Identify and separate structural technician-supply gaps, scheduling/configuration gaps, dispatch-execution gaps, and demand gaps. Quantify financial exposure and present findings directly to regional leadership to mandate documented recovery plans. Technician Tiering: Map and manage technician skillsets and certifications within ServiceTitan, strategically shifting availability to align the right technicians with high-revenue or high-probability job types. ServiceTitan Governance & Dispatch Pro Implementation System Ownership: Serve as the functional super-user and subject matter expert for our ServiceTitan Field Service Management (FSM) platform, establishing strict enterprise standards for technician profiles, business units, zones, and capacity rules. Dispatch Pro Readiness & Rollout: Lead enterprise readiness, operational data cleanup, process design, pilot planning, configuration, UAT, and benefit measurement for ServiceTitan, Dispatch Pro across all business units. Automation Governance: Implement Dispatch Pro as an enhancement to human judgment—not a replacement. Define automation guardrails, manual-override standards, reason codes, and conditions requiring human review. Process Monitoring: Monitor Dispatch Pro recommendations, automated assignments, and manual overrides to rapidly identify and resolve configuration or process defects. Dispatch Playbooks & Off-Hours Strategy Operating Standards: Develop and maintain enterprise dispatch playbooks, standard work, and daily operating routines (e.g., board opening, tech check-ins, unassigned/held job management, and schedule recovery). Route & Drive Time Optimization: Minimize non-productive travel time through strategic geographical zoning and routing efficiency, laying the groundwork for machine-learning dispatch optimization. Weekend & After-Hours Model: Design, implement, and govern a standardized weekend and after-hour…

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