National Operations Program Manager

Job Number: 11328

External Description:

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

The National Operations Program Manager is a critical role supporting scalable national growth, operational consistency, and execution discipline across ALC Field Operations. This position strengthens how branch operations are documented, governed, adopted, and continuously improved while ensuring new field and operational employees are properly onboarded, provisioned, trained, and ready to deliver safe, high-quality customer outcomes from day one.

The National Operations Program Manager is responsible for developing, managing, publishing, and continuously improving standardized operational products, workflows, onboarding processes, and branch standard work across ALC Field Operations. This role owns the lifecycle of national operating standards, including intake, drafting, review, approval, publishing, revision control, adoption support, and retirement of outdated materials.

The position also serves as a central coordination point for operational readiness, new employee onboarding, provisioning, digital access, safety compliance, Carrier Excellence committees, and cross-functional process governance. The role translates field operations needs into clear, repeatable, measurable work instructions and scalable workflows that improve execution accuracy, reduce risk, support training, and create consistency across national branch operations.

Key Responsibilities

National Operations Standard Work and Product Management

• Own the end-to-end lifecycle of branch operations standard work instructions, including intake, drafting, review, approval, publishing, revision control, adoption support, and retirement.
• Partner with subject matter experts, branch leaders, and national support teams to translate operational processes into clear work instructions, job aids, checklists, workflow maps, and governance tools.
• Establish documentation standards, templates, naming conventions, approval workflows, revision history practices, and publishing requirements to ensure consistency across all branches.
• Maintain a centralized repository for standards, tools, and operating procedures so documents remain current, easy to find, aligned to policy, and usable by field teams.

Onboarding, Provisioning, and Operational Readiness

• Develop, standardize, manage, and continuously improve national onboarding and operational readiness processes for New Install Operations and branch personnel.
• Coordinate employee provisioning activities, including PPE, tools, equipment, vehicles, technology hardware, mobile devices, uniforms, access credentials, security clearances, company credit cards, and local office onboarding requirements.
• Ensure new employees are trained, credentialed, provisioned, and operationally ready before deployment to projects, customer sites, and field assignments.
• Track 30-60-90 day onboarding progress and report readiness status, blockers, and areas of concern to operations leadership.

Digital Systems, Workflow Enablement, and Toolchain Access

• Partner with Carrier Digital and IT teams to ensure timely provisioning, setup, access validation, permissions, cybersecurity compliance, and standardization across operational platforms.
• Design and manage operational workflows that improve handoffs, increase activity accuracy, reduce risk, and identify time- and cost-saving opportunities.
• Support workflow automation, digital integration, SharePoint publishing, and process visibility improvements across national operations.
• Safety, Compliance, Training, and Change Enablement.
• Coordinate required safety onboarding, certification tracking, compliance documentation, and readiness validation in partnership with Safety leadership.
• Develop rollout plans for process updates, including communications, training enablement, pilot plans, go-live readiness, and post-implementation feedback loops.
• Partner with training and L&D resources to ensure standard work and operational process changes are reflected in onboarding materials, job aids, and branch enablement content.

Cross-Functional Operational Coordination

• Drive alignment and accountability across National Operations, Regional Operations, branch leadership, Purchasing, HR, Talent Acquisition, Fleet, Safety, Carrier Digital, training, and quality teams.
• Facilitate issue resolution and escalation management for onboarding delays, process gaps, adoption challenges, documentation needs, or operational readiness blockers.
• Support national operations initiatives as assigned, including special projects, process enhancements, system improvements, and cross-branch standardization efforts.

Basic Qualifications

• Bachelor’s degree in Business, Operations, Construction Management, Engineering or Technical Writing.
• 3+ years of experience in operations, field operations, project management, product or program management, process improvement, quality, documentation management, or operational governance.
• 1+ years of experience with the Microsoft Office Suite
• Clean and valid driver’s license
• This position is remote but requires up to 30% travel.

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Experience supporting multi-site, branch-based, field services, construction, or national operations organizations.
• Experience creating, maintaining, and governing SOPs, standard work instructions, job aids, checklists, workflows, or operational playbooks.
• Strong facilitation, stakeholder management, organizational planning, and cross-functional coordination skills.
• Excellent written communication and technical writing skills with the ability to translate complex operational processes into clear, concise, repeatable instructions.
• Ability to manage multiple priorities, deadlines, stakeholders, and process workstreams in a fast-paced national operations environment.
• Proficiency with Microsoft 365 tools, SharePoint document management, workflow systems, collaboration platforms, and operational software tools.
• Preferred Qualifications
• Experience in commercial construction, building automation, HVAC controls, technical field services, transportation, logistics, or a regulated operational environment.
• Experience with onboarding systems, workflow automation, provisioning processes, safety certification tracking, compliance management, or operational readiness programs.
• Experience establishing governance forums, committees, change control processes, or cross-functional operating councils.
• Lean, Six Sigma, continuous improvement, process mapping, or root-cause analysis experience.
• Experience developing training enablement materials and partnering with training or learning and development teams.

Job Number: 30212822

Community / Marketing Title: National Operations Program Manager

Location_formattedLocationLong: Florida, US