Job Description

The Digital and Business Transformation Director is responsible for maximizing the strategic value of PremiStar’s investment in XOi Technologies, a technician enablement platform that is central to field operations and commercial growth. This role oversees the universal adoption, standardization, and measurable value creation of XOi across approximately 1,000 service technicians in 30 business units nationwide, with additional focus on project technician use cases.

The Digital and Business Transformation Director is responsible for maximizing the strategic value of PremiStar’s investment in XOi Technologies, a technician enablement platform that is central to field operations and commercial growth. This role oversees the universal adoption, standardization, and measurable value creation of XOi across approximately 1,000 service technicians in 30 business units nationwide, with additional focus on project technician use cases.

This role drives compelling advocacy, delivers comprehensive training, and demonstrates business results to ensure successful integration. The role operates at the intersection of field operations, technology adoption, and revenue generation—connecting technician workflows to service contract sales, asset replacement opportunities, and operational efficiency gains.

Strategic Leadership & Value Realization

• Be accountable for driving the XOi value creation strategy, ensuring PremiStar maximizes return on our significant annual investment through measurable business outcomes
• Connect XOi adoption to revenue generation: technician repair recommendations that convert to sales, service contract growth through asset data, and aging asset replacement campaigns
• Drive operational efficiency gains including improved first-time fix rates and increased technician capacity to serve more customers
• Establish and monitor key performance indicators including weekly active user rates, repair recommendations submitted per technician, site survey completions, and asset data capture rates
• Develop and execute a phased adoption roadmap that transitions the organization from current ~33% weekly active usage to near-universal adoption among service technicians

Adoption & Change Management

• Champion XOi adoption under CEO mandate while building authentic buy-in from technicians and field leadership through demonstrated value rather than compliance alone
• Design and deliver compelling training programs that help technicians understand how XOi benefits their daily work, career development, and customer relationships
• Standardize core workflows across all business units: service call documentation, safety checkpoints, and technician repair recommendations
• Navigate the inherent tension between corporate standardization and local autonomy, positioning XOi as a value-add rather than a burden
• Develop scalable onboarding processes and playbooks to rapidly integrate technicians from newly acquired companies (6-8 acquisitions annually) into XOi standards

Commercial Partnership & Revenue Enablement

• Partner with Sales leadership to drive adoption of XOi for site surveys, quotes, and capital planning—enabling growth in preventive maintenance service agreements
• Collaborate with Marketing to execute aging asset replacement sales campaigns using XOi asset age data
• Support commercial teams in leveraging XOi data for customer-facing proposals and service contract renewals
• Track and report on leading indicators of revenue impact: repair recommendations submitted, site surveys completed, and asset data captured by business unit

Stakeholder Engagement & Governance

• Partner with business unit leadership to jointly identify and select XOi Champions at each location who serve as local subject matter experts, trainers, and administrators
• Organize and lead national peer group calls for XOi Champions to share best practices, troubleshoot challenges, and build community
• Chair the National XOi Steering Committee comprising Service Managers and General Managers across the business
• Build strong working relationships with Regional Presidents, SVP of Commercial, Service Directors, and General Managers to ensure XOi data flows into operational and commercial decision-making
• Leverage XOi Technologies' marketing and training resources effectively through active vendor partnership management

XOi Product Partnership & Innovation

• Serve as PremiStar's primary liaison to XOi Technologies, representing our needs as one of their largest customers
• Participate in beta testing and pilot programs for new XOi features, including site surveys, quotes, and capital planning capabilities
• Provide structured feedback to XOi's product team to influence roadmap priorities that benefit PremiStar technicians and commercial teams
• Stay current on XOi platform evolution and proactively identify opportunities to expand value through new capabilities

Field Presence & Continuous Improvement

• Travel regularly (40-60%) to business units nationwide to build relationships, observe workflows, provide hands-on support, and reinforce adoption.
• Establish and track technician satisfaction metrics for XOi usage, driving continuous improvement based on frontline feedback.
• Create feedback loops between field observations and both internal leadership and XOi's product team.
• Identify and scale best practices from high-performing business units across the organization.
• Bachelor’s degree in information technology, Business Administration, or a related field required.
• Equivalent combination of education and experience may be considered.
• 10+ years of experience in operations, field services, technology adoption, or change management roles within trades, construction, or field services industries.
• Direct experience as an HVAC service technician, service manager, or field supervisor.
• Familiarity with HVAC trade certifications (EPA 608, NATE, or equivalent).
• Experience in multi-location or franchise environments with distributed P&L structures.
• Background in training development, adult learning principles, or workforce development.
• Experience supporting post-acquisition integration in a roll-up or platform-building company.
• XOI Certification a plus, or similar field service management/technician enablement platforms.
• Change management certification (Prosci, CCMP, or equivalent).
• Demonstrated ability to partner extensively across the organization and with external partners, including SVP of Operations (direct manager), SVP of Commercial, Regional Presidents, General Managers, Service Managers/Directors, Sales Leadership, Marketing, XOi Champions (jointly selected with business units), and XOi Technologies.
• Strong credibility with field technician organizations, developed through direct field experience, hands-on management of technician teams, or deep operational partnership in the trades.
• Deep understanding of the HVAC/mechanical trades industry, including service workflows, technician challenges, and customer dynamics.
• Proven ability to build rapport with frontline field workers while also communicating effectively and influencing at the executive level.
• Demonstrated success driving enterprise-wide technology or process adoption initiatives, particularly in decentralized or multi-location environments.
• Strong technology fluency, comfortable learning new platforms, understanding data and workflows, and translating technical capabilities into practical field applications.
• Exceptional communication and presentation skills with the ability to influence without direct authority across multiple stakeholder groups.
• Willingness to travel 40-60%, particularly during the first year of establishing the program.
• Comfort working with sales and marketing teams on commercial initiatives.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time.

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company’s business operations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Employees understand the above job description and agree to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employees understand the Company reserves the right to delegate, remove, expand or change all responsibilities. Employees acknowledge that he/she can fulfill the above duties with or without reasonable accommodation.