Senior Manager, HVAC & Geothermal Quality Programs

About the role

The Quality Program Manager, Comfort is responsible for building and scaling the quality assurance framework that supports Palmetto’s expansion across multiple residential energy technologies—including HVAC, geothermal, water heaters, and generators.

Responsibilities

• Develop and maintain quality standards, documentation, and contractor approval requirements for HVAC, geothermal, water heater, and generator installations—adapting them as new partners, products, and technologies are added.

• Lead the build-out of quality review frameworks for emerging product lines, leveraging lessons learned from established verticals.

• Collaborate with the product development and after market services teams to develop service & maintenance warranty programs.

• Balance project rigor with system performance metrics and contractor feedback, refining standards based on data across all technologies.

• Establish performance benchmarks and feedback loops to reduce project rejections while maintaining system quality standards.

• Provide feedback and insights to internal stakeholders and contractors, creating training materials to ensure compliance across product lines.

• Collaborate with the product development team to streamline processes, reduce external friction, and support platform expansion.

• Develop and deploy Standard Operating Procedures (SOPs) for each technology vertical to guide consistent program execution.

• Conduct onboarding calls with new contractors and support ongoing training and pipeline reviews across all Comfort products.

• Identify contractors needing additional support, develop tailored training solutions, and provide structured aid.

• Maintain and expand the contractor knowledge base covering program standards and best practices for all supported technologies.

• Collaborate with Business Development to drive best practices & feedback loops to Installers and maintain pipeline throughput efficacy.

• Optimize end to end process to streamline partner experience.

• Continuously improve and develop all comfort technologies.

Pipeline & QC Tech Team Management

• Oversee project review queues across all product lines, ensuring timely approval and rejection processing.

• Provide direct oversight of the QC Tech team, including workload allocation across technology verticals.

• Monitor queue volume, age, and functionality, providing guidance to the Comfort QC Team for improved efficiency.

• Ensure a positive contractor experience with proactive feedback and resolution of project issues.

• Manage communication platforms to ensure timely, optimized feedback to contractors.

• Partner with account managers to conduct business reviews with key contractors.

• Track and report on job closeout and approval metrics by product line, identifying trends and areas for improvement.

• Collaborate with data analytics teams to refine reporting and provide executive summaries of KPIs.

• Provide insights on milestone completion rates, speed, and common quality issues to contractors and stakeholders.

Platform Expansion & Cross-Functional Partnership

• Partner with tech teams to identify and implement platform improvements that support multi-technology milestone reviews.

• Refine presentation materials to reflect the latest standards and guidance across all supported products.

• Evaluate industry trends and code changes across HVAC, geothermal, water heater, and generator sectors to keep quality standards current.