Operations Director

Job Description

Job Description

Operations Director

Mr. Appliance of Central New Jersey | Jamesburg, NJ | Full-time, on-site

Do you love building teams, fixing processes, and watching the numbers move in the right direction? Do you want to lead a growing home-service business that helps families in your community get their homes running again?

If so, we are looking for you! Mr. Appliance of Central New Jersey is looking for an Operations Director. Apply today!

About the Role

As Operations Director, you'll run the day-to-day operation of our appliance repair business. You'll lead our office and customer service team and our field technicians across Central New Jersey, and you'll report directly to the owner. Your job is to make sure every call is answered, every job is scheduled and finished right the first time, and every customer leaves happy, while helping us scale the business and dramatically grow our market share in every community we serve.

We are looking for someone with real experience running a service business, such as appliance repair, HVAC, plumbing, electrical, or another in-home service. This is a requirement to apply.

Your Responsibilities as Operations Director

• Lead, coach, and hold accountable our customer service representatives, office staff, and appliance repair technicians.
• Own daily dispatch and scheduling so technicians' routes are full and efficient and customers get timely appointments.
• Drive down past-due work orders and follow-ups, and keep parts orders, warranty claims, and return visits moving.
• Track and improve key numbers: revenue, average ticket, first-time fix rate, technician productivity, call booking rate, and customer reviews.
• Build and enforce clear processes and checklists for the office and the field.
• Handle escalated customer issues with empathy and good judgment.
• Lead our expansion plan with the owner: grow revenue per capita in our territories, open up new service areas, and add technicians and office staff without losing quality.
• Build the systems, hiring pipeline, and management structure the business needs to scale.
• Work with the owner on budgets, pricing, staffing plans, and growth goals.
• Recruit, interview, onboard, and train new team members.
• Keep the team using our dispatch and CRM software correctly and keep the data clean.
• Make sure the operation follows Mr. Appliance and Neighborly brand standards and safety practices.

To Succeed in this Role as Operations Director, Here's What You Need

Leadership: You build teams people want to work on. You set clear expectations, coach in the moment, and follow through.

Operational Know-How: You understand how a service business makes money: scheduling, dispatch, parts, technician productivity, and customer experience.

Problem-Solving: You spot what's slowing the team down and fix the root cause, not just the symptom.

Growth Mindset: You've scaled a business before, and you know how to grow volume, team size, and territory without letting service slip.

Data-Driven: You're comfortable with reports and KPIs and you use them to make decisions.

Customer Focus: You care about the customer experience and you're calm and fair when things go wrong.

Communication: You communicate clearly with technicians, office staff, customers, and ownership.

Job Requirements

• 3+ years managing operations in a home-service or field-service business (appliance repair, HVAC, plumbing, electrical, or similar)
• Proven track record of scaling a business: growing revenue, headcount, and/or territory significantly
• Experience leading both office staff and field technicians
• Experience with dispatch, scheduling, or field-service management software
• Strong computer skills, including Microsoft Office (Excel, Outlook, Teams)
• Valid driver's license
• Franchise or multi-location experience is a plus

Benefits & Pay

The pay range for this position is $75,000 to $85,000 per year, depending on your experience, plus a performance bonus.

What we have to offer:

• Benefits: health, dental, and vision benefits after 90 days of employment
• Paid time off
• Performance bonus tied to business results
• Leadership role with a direct line to the owner and real room to grow
• Fun team environment: we build our team with people who love what they do

If you are a proven service-business leader who has scaled a business before and wants to do it again, a career at Mr. Appliance as Operations Director could be your future!

Apply today!