Director of Operations

General Manager / Director of Operations

Job Title: General Manager / Director of Operations

Employment Type: Full-Time | Leadership

Reports To: CEO/ Executive Leadership

Location: Charlotte, NC

Position Overview

Are you a results-driven operational leader who knows how to build high-performing teams, drive profitability, and transform business challenges into opportunities for growth?

We are seeking an experienced, strategic, and hands-on General Manager / Director of Operations to lead daily business operations, strengthen operational performance, and drive sustainable growth.

The ideal candidate is a proven leader with experience overseeing service-based operations, managing financial performance, developing employees, and implementing strategies that improve productivity, profitability, and customer satisfaction.

This position requires a dynamic leader who can balance strategic planning with hands-on execution, establish accountability across departments, and create a performance-driven culture.

Experience in plumbing, HVAC, mechanical services, electrical, construction, underground utilities, or other field-service industries is highly desirable.

Key Responsibilities

Operational Leadership & Business Management

• Direct and oversee daily business operations, ensuring operational efficiency, service quality, and consistent execution.
• Develop and implement operational strategies aligned with organizational goals, financial objectives, and growth initiatives.
• Lead field operations, service delivery, dispatch, scheduling, workforce planning, and administrative functions.
• Identify operational challenges, implement corrective action plans, and establish standardized processes to improve performance.
• Ensure appropriate staffing, equipment, resources, and infrastructure are available to support business demands.
• Establish measurable performance expectations and maintain accountability across all operational departments.

Financial Management & Profitability

• Assume ownership and accountability for branch or business-unit financial performance, including profit and loss (P&L).
• Develop, manage, and monitor operating budgets, revenue forecasts, labor expenses, and operational expenditures.
• Analyze financial reports and key performance indicators to identify opportunities for revenue growth and cost optimization.
• Implement strategies to improve gross margins, operational efficiency, productivity, and overall profitability.
• Partner with executive leadership to establish financial goals, evaluate business performance, and execute growth strategies.
• Monitor pricing, labor utilization, material costs, and resource allocation to maximize financial performance.

Team Leadership & Talent Development

• Recruit, develop, coach, and retain high-performing managers, supervisors, technicians, and operational support personnel.
• Establish a culture of accountability, teamwork, continuous improvement, and professional development.
• Conduct performance evaluations, provide constructive feedback, and implement employee development initiatives.
• Mentor departmental leaders and build succession plans to support long-term organizational stability.
• Partner with Human Resources and Talent Acquisition to identify staffing requirements and maintain a strong talent pipeline.
• Promote employee engagement, workplace safety, and consistent communication throughout the organization.

Business Development & Customer Satisfaction

• Identify opportunities to expand market presence, strengthen customer relationships, and increase revenue.
• Collaborate with sales, marketing, and operational teams to support business development initiatives.
• Maintain exceptional customer service standards and ensure timely resolution of escalated customer concerns.
• Develop strategies to improve customer retention, service quality, and overall customer experience.
• Evaluate market trends, competitive conditions, and operational capabilities to identify opportunities for business expansion.
• Establish strong relationships with customers, vendors, business partners, and community stakeholders.

Performance Management & Continuous Improvement

• Establish, monitor, and evaluate key performance indicators (KPIs) across operational and financial functions.
• Track productivity, revenue performance, labor efficiency, service completion rates, customer satisfaction, and employee retention.
• Utilize operational reporting and business analytics to support informed decision-making.
• Implement process improvements that streamline workflows, reduce unnecessary expenses, and improve service delivery.
• Lead organizational change initiatives and support the successful implementation of new systems, technologies, and operational procedures.

Safety, Compliance & Quality Assurance

• Ensure compliance with applicable federal, state, and local regulations, licensing requirements, and company policies.
• Promote a strong safety culture through employee training, consistent enforcement, and proactive risk management.
• Maintain quality-control standards and ensure services meet customer expectations and industry requirements.
• Oversee equipment management, fleet utilization, inventory controls, and preventive maintenance programs, as applicable.

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Construction Management, or a related field preferred; equivalent professional experience considered.
• 5+ years of progressive operational management experience within a field-service, construction, mechanical, or skilled-trades environment (preferred).
• 3+ years of senior-level leadership experience overseeing managers, supervisors, or multiple operational departments.
• Demonstrated solid experience managing budgets, financial reporting, revenue growth, and P&L performance.
• Proven ability to lead teams, improve operational performance, and achieve measurable business results.
• Strong understanding of workforce management, operational planning, resource allocation, and performance management.
• Excellent leadership, communication, analytical, negotiation, and problem-solving skills.
• Proficiency with Microsoft Office applications, operational reporting systems, and business management software.
• Ability to manage competing priorities and make effective decisions in a fast-paced environment.

Preferred Qualifications

• Previous experience as a General Manager, Director of Operations, Regional Operations Manager, Branch Manager, or comparable senior operational leader.
• Experience managing residential or commercial plumbing, HVAC, electrical, underground utility, or related field-service operations.
• Familiarity with field-service management platforms such as ServiceTitan or comparable software.
• Demonstrated success scaling business operations, improving profitability, and developing high-performing leadership teams.
• Experience leading organizational transformation, operational restructuring, or business expansion.
• Knowledge of service pricing, technician productivity, dispatch operations, fleet management, and customer acquisition strategies.

Key Performance Indicators (KPIs)

Success in this position will be measured through:

• Revenue Growth: Achievement of established revenue and business development targets.
• Profitability: Improvement in operating margins, expense management, and P&L performance.
• Operational Efficiency: Increased productivity, resource utilization, and service delivery effectiveness.
• Employee Performance: Improved retention, employee engagement, and leadership development.
• Customer Satisfaction: Strong customer retention, service quality, and customer feedback.
• Safety & Compliance: Adherence to operational safety standards, regulatory requirements, and quality expectations.

What We Offer

• Competitive base salary commensurate with experience.
• Performance-based bonus or incentive opportunities, where applicable.
• Comprehensive benefits package, including medical, dental, and vision coverage.
• Paid time off and company-recognized holidays.
• Retirement savings opportunities.
• Professional development and leadership advancement opportunities.
• The opportunity to influence business strategy, strengthen operations, and make a measurable impact on organizational success.

Compensation and benefits are subject to confirmation based on the hiring organization.

Who We're Looking For

We are looking for more than someone who can manage daily operations. We want a business-minded leader who takes ownership, develops people, drives accountability, and delivers results.

The successful candidate will be equally comfortable analyzing financial performance, coaching frontline leaders, resolving operational challenges, and collaborating with executive leadership on long-term business strategy.

If you are a proven operational leader who thrives on building successful teams, improving profitability, and taking businesses to the next level, we encourage you to apply!

Apply today and take the next step toward an impactful leadership opportunity.