Open to opportunities

Charles Coleman

@charlescoleman

Operations and field services leader with 15+ years’ experience driving safety, efficiency, and high-performing multi-site teams.

United States

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What I'm looking for

I seek a senior operations role driving field service transformation, scalable remote diagnostics, data-driven KPIs, team development, and measurable efficiency gains.

MANAGER, RESIDENTIAL FIELD SERVICE OPERATIONS

Transformational field service operations leader with 15+ years of experience scaling distributed teams, optimizing workflows, and driving measurable improvements in service quality, efficiency, and customer satisfaction across residential, HVAC, franchise, and media industries. Skilled in leading remote teams, modernizing field operations, and managing subcontractor networks to deliver consistent operational excellence and performance assurance.

• Proven leader in Residential Field Service Management, achieving measurable efficiency gains and cost savings by optimizing service workflows, standardizing processes, and implementing remote diagnostic and CRM platforms.

• Experienced in coaching distributed teams, managing subcontractors, and aligning cross-functional operations to operational KPIs, improving first-time fix rates, and ensuring quality execution across multi-region service networks.

• Adept at leveraging data-driven insights, trend analysis, and service metrics to drive continuous improvement, operational consistency, and performance-first cultures in startup and high-growth environments.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Field Services

Current

La-Z-Boy Incorporated

Jul 2021 - Present (4 years 6 months)

Turned around national Field Services division, cutting issue resolution times in half and improving technician efficiency by 50%, while delivering multimillion-dollar cost savings through a scalable virtual diagnostic platform.

Field Service Management Vendor Management KPI Design Remote Team Leadership Process Standardization Performance Improvement

General Manager

Russo Bros. & Co.

Jun 2020 - Jul 2021 (1 year 1 month)

Directed operations and organizational restructuring for a plumbing and HVAC services provider, leading 80 staff and driving a roadmap that expanded market reach and increased revenue by modernizing field service execution.

Operations Leadership Change Management Team Leadership Workflow Optimization Performance Management

Franchise Business Consultant

7-Eleven

Aug 2019 - Jun 2020 (10 months)

Supported 15 franchise locations with operations and merchandising improvements that contributed to over $42M in gross revenue across the district and delivered YoY profit and category lifts through data-driven initiatives.

Franchise Operations Performance Coaching Data Analysis Merchandising & Compliance Training Operational Consistency

District Manager

Sears Holdings

Jan 2016 - Aug 2019 (3 years 7 months)

Directed HVAC service delivery across NY, NJ, and PA for 40+ team members, implementing performance monitoring systems that improved workflow efficiency, job completion rates, and customer satisfaction.

KPI Analysis Escalation Management Team Leadership Cross Functional Communication

East Coast Operations Manager

Preferred Media

Jan 2014 - Dec 2015 (1 year 11 months)

Managed East Coast operations and a $50M operating budget, improving gross profit by 15% and reducing expenses by 20% through workflow redesign and technology upgrades while launching a fulfillment division.

Operations Management Budget Management Process Improvement Automation Client Relationship Management Project Implementation

Site Supervisor

Allied Universal

Dec 2012 - Jan 2014 (1 year 1 month)

Supervised 100+ security professionals across multiple sites, managing 24/7 coverage and a $40M P&L while ensuring compliance with safety protocols and service level agreements.

Site management P&L management & Compliance Staff Supervision Scheduling Risk Management Client Relations

Multi-Unit Area Manager

Celtic Cottage, Inc.

Feb 2002 - Dec 2012 (10 years 10 months)

Expanded a regional hospitality brand from one outlet to nine locations, growing annual revenue to $25M+ through site selection, operations planning, and leadership development.

Revenue Growth Procurement Performance Management Customer Experience