DIRECTOR OF SALES EXCELLENCE

<span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;"><span style="text-transform:uppercase;">Position Summary</span></span></span></span></b></span></span><br><br><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">The Director of Sales Excellence is a senior individual contributor responsible for driving revenue performance across the Columbia Home Services branch network. This role owns the full arc of sales execution - from building curriculum and content to field coaching, program rollout, and performance accountability - across technicians, CSRs, and in-home comfort advisors.</span></span></span></span><br><br><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">This is not a headcount-management role. It is an influence role. You will drive results through coaching, content, and the ability to change behavior in the field. You will work across branch leadership, operations, and the executive team to set the standard for how CHS sells and closes.</span></span></span></span><br><br><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;">Reports to: </span></span></b><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">VP of Shared Operations</span></span></span></span><br><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;">Direct Reports: </span></span></b><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">None</span></span></span></span><br><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;">Travel: </span></span></b><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">80% (multi-state branch visits)</span></span></span></span><div style="border-bottom:solid #cccccc 1pt;padding:0in 0in 1pt 0in;"></div><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;"><span style="text-transform:uppercase;">Key Responsibilities</span></span></span></span></b></span></span><br><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;">Sales Strategy & Field Execution</span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Define and own the sales performance framework across all three audiences for a platform spanning multiple trades and markets</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Identify underperforming branches, diagnose root cause, and execute targeted interventions with measurable outcomes</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Partner with branch General Managers and ops leadership to set revenue performance expectations and build accountability systems that outlast your visits</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Bring a senior operator's point of view to how CHS prices, presents, and closes - push back when current practices leave money on the table</span></span></span></span></li></ul><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;">Field Coaching & Live Execution</span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Conduct regular branch visits - ride-alongs with technicians, live call listening with CSR teams, and in-home shadowing with comfort advisors</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Coach in real time, not just debrief after the fact - observe, score, adjust, and re-score on a defined cadence per branch</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Certify branch readiness before deploying new playbooks; ensure GMs are reinforcing standards between visits</span></span></span></span></li></ul><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;">Training Curriculum & Content Creation</span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Build and own a trade-specific training library across HVAC, plumbing, and electrical with purpose-built content by role and audience</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Write CSR call scripts, objection handling frameworks, good/better/best option presentation guides, and membership pitch scripts</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Record role-play demonstrations for LMS use - strong, average, and weak examples - so the standard is shown, not just described</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Audit existing playbooks, preserve what works, rewrite what doesn't, and build a content roadmap to close identified gaps</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Package training content into role-specific reference cards, script summaries, and coaching guides for branch managers to deploy and reinforce independently</span></span></span></span></li></ul><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;">New Hire Onboarding & Certification</span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Build and own role-specific onboarding tracks for technicians, CSRs, and comfort advisors with defined milestones and certification gates before field deployment</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Set time-to-productivity benchmarks by role and hold branches accountable to hitting them</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Ensure new hires are tested, observed, and certified - not just checked off on a form</span></span></span></span></li></ul><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;">LMS & Content Systematization</span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Own the LMS - structure, sequencing, version control, and role-based tagging</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Convert tribal knowledge and informal playbooks into documented, scalable systems accessible to all branches</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Use ServiceTitan and performance data to identify training gaps and build targeted content to close them</span></span></span></span></li></ul><div style="border-bottom:solid #cccccc 1pt;padding:0in 0in 1pt 0in;"></div><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;"><span style="text-transform:uppercase;">Performance Metrics</span></span></span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">CSR booking rate by branch</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Technician average ticket value and options-presented rate</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Membership / maintenance agreement attach rate</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Comfort advisor close rate</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Workforce certification rate on current playbooks</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">New hire time-to-productivity by role</span></span></span></span></li></ul><div style="border-bottom:solid #cccccc 1pt;padding:0in 0in 1pt 0in;"></div><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;"><span style="text-transform:uppercase;">Qualifications</span></span></span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">7+ years of sales performance, training, or revenue operations experience in home services, field service, or a closely related trade environment - direct exposure to technician, CSR, or in-home sales required</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">HVAC industry experience required - must understand the trade, the sales cycle, and how technicians operate in the field</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Demonstrated ability to influence results without direct authority - this role operates through credibility, coaching skill, and relationships, not org chart position</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Proven content creator: you've built call scripts, playbooks, objection handling guides, and role-play curriculum from scratch - not just delivered someone else's program</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Skilled live coach and facilitator - you can run a high-energy pre-shift session at 7am and execute a ride-along by 9am</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">ServiceTitan experience strongly preferred; must be comfortable pulling job and call reports to target coaching priorities</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Ability and willingness to travel 80% of the time across multiple U.S. states - this is a firm requirement</span></span></span></span></li></ul><div style="border-bottom:solid #cccccc 1pt;padding:0in 0in 1pt 0in;"></div><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;"><span style="text-transform:uppercase;">Preferred Qualifications</span></span></span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Prior experience in a PE-backed or multi-location home services platform</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Multi-trade exposure across HVAC, plumbing, or electrical</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Familiarity with membership / maintenance agreement sales programs</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Experience building or managing content within an LMS platform</span></span></span></span></li></ul><div style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><br><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><b><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f1f1f;"><span style="text-transform:uppercase;">Compensation</span></span></span></span></b></span></span><ul style="margin-top:3px;margin-bottom:3px;"><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Base salary: $130,000 - $150,000 depending on experience</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Annual performance bonus: up to 20% of base salary, tied to revenue and training KPIs</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Mileage and travel reimbursement per company policy</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Health, dental, and vision benefits</span></span></span></span></li><li style="margin-top:3px;margin-bottom:3px;margin-left:8px;"><span style="font-size:10pt;"><span style="font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"><span style="color:#3a3a3a;">Paid time off</span></span></span></span></li></ul></div>