Program Manager - Operations & Maintenance (O&M)

Hvac Account Manager

EMCOR Services Aircond, a wholly owned subsidiary of EMCOR Group, Inc., is the Southeast's largest provider of commercial and industrial heating, ventilating, and air-conditioning (HVAC) services. For over 85 years, Aircond has delivered comprehensive HVAC solutions to businesses, deploying expert field technicians for maintenance, repairs, and energy-efficient system replacements. Guided by three generations of family leadership and backed by the strength of EMCOR Group, Inc., a Fortune 500 company, Aircond combines deep industry expertise with a commitment to innovation and reliability. Today, we serve single and multi-site clients with a full spectrum of facility services, ranging from HVAC service to complete operations and maintenance solutions.

At EMCOR Services Aircond, you will be part of a team that values integrity, safety, empowerment, teamwork, and continuous improvement. We offer careers where good work is valued, respected, and rewarded and you will have the ability to make a meaningful impact in a growing organization.

Essential duties and responsibilities include but are not limited to the following:

Account Oversight

• Support operational leadership across key O&M accounts, coordinating with General Managers, on-site engineers, and technicians, and ensuring service delivery aligns with contractual obligations, preventive maintenance plans, and client expectations.

• Maintain complete, accurate, and current documentation for all accounts, including preventive maintenance schedules, work orders, and client-specific compliance requirements.

• Manage and track the renewal process for all O&M contracts, ensuring timely execution and documentation.

KPI & Data Management

• Develop, maintain, and publish trackers/dashboards to measure performance across all O&M accounts.

• Centralize and analyze account data to compare plan-to-actual performance and collaborate with account teams to support smart, timely business decisions.

• Identify performance gaps, operational risks, and cost-saving opportunities based on data insights.

Client Communication & Relationship Management

• Host and document regular customer meetings to review performance, address concerns, and confirm customer satisfaction.

• Proactively communicate potential delays, risks, or changes in scope to clients and internal stakeholders.

• Track and follow up on customer action items, ensuring timely resolution and alignment with contract expectations.

Operational Process Improvement

• Collaborate with O&M leadership to improve documentation accuracy, reporting timeliness, and process compliance.

• Standardize renewal tracking, meeting cadence, and operational reporting across accounts.

• Act as a liaison between field teams and leadership to escalate and resolve operational challenges.

Strategic Contributions

• Support year-over-year efficiency improvements by identifying trends, bottlenecks, and areas for standardization.

• Facilitate lessons learned sessions and integrate feedback into operational procedures.

• Contribute to long-term capacity planning and resource allocation for the O&M division.

Qualifications

• Bachelor's degree in Business, Engineering, Project Management, or related field.

• Minimum of 5 years of experience in project management, program management, operations management, or similar role; experience in facilities, mechanical systems, or data center operations is preferred.

• Proven history of managing multiple accounts/projects simultaneously with measurable outcomes.

• Strong skills in data analysis and KPI reporting; proficiency in Excel, Power BI, or other data visualization tools.

• Experience in continuous improvement and process optimization (e.g., exposure to Lean, Six Sigma methodologies) is preferred.

• Demonstrated ability to lead and support change management initiatives.

• Solid financial and business acumen (e.g., budget management, familiarity with contract terms, renewals, ROI analysis).

• Experience collaborating with cross-functional teams (e.g., engineers, service teams, executives, clients) to drive results.

• Exceptional communication, meeting facilitation, and stakeholder management skills.

• Ability to influence without direct authority and foster accountability across diverse teams.

• Strong problem-solving skills with a proactive, solutions-oriented mindset.

Key Measurements of Success

• 100% on-time contract renewals for all O&M accounts.

• Accurate, timely, and actionable KPI reporting for leadership and clients.

• Increased customer satisfaction scores and reduction in escalations.

• Documented year-over-year operational efficiency improvements.

• Consistent meeting cadence with clear, tracked action items and follow-up.

Physical Demands:

While performing the duties of this job, the employee frequently is required to sit and use hands to operate computer keyboard and telephone. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Work Environment:

This position works in a typical office environment. The noise level in the work environment is usually moderate.

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

Benefits: We are committed to providing employees a comprehensive benefits package which includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, College Coach and employee assistance program.