Parrish - Operations Manager

Operations ManagerThe Operations Manager is responsible for the day-to-day performance of the company's residential HVAC, plumbing, and electrical service and installation departments. This position ensures teams operate safely, efficiently, and profitably while delivering excellent customer experience.The Operations Manager partners with department leaders, field technicians, installers, customer service, dispatch, sales, warehouse, and company leadership to achieve operational and financial goals. This role drives accountability, develops leaders, improves processes, resolves operational challenges, and ensures consistent execution across the business.The ideal candidate is a hands-on leader who can balance people, processes, customer needs, and financial performance while keeping multiple departments aligned and moving forward.Operational Leadership· Oversee daily operations for HVAC, plumbing, and electrical service and installation departments.· Ensure departments are properly staffed, scheduled, equipped, and prepared to meet customer demand.· Partner with department managers and supervisors to identify and resolve operational issues quickly.· Ensure company policies, procedures, pricing standards, and operating expectations are consistently followed.· Develop and implement processes that improve efficiency, employee performance, and customer experience.· Remove operational roadblocks that prevent teams from achieving company goals.· Coordinate communication and workflow between field operations, customer service, dispatch, sales, warehouse, and leadership.· Ensure new processes and company initiatives are clearly communicated, implemented, measured, and maintained.· Maintain clear ownership and accountability for operational expectations throughout the business.Financial & Business Performance· Support annual budgeting, forecasting, and business planning.· Monitor revenue, expenses, labor costs, gross margin, and department profitability.· Review operating performance against budget, forecast, and company goals.· Identify opportunities to increase revenue, control expenses, improve efficiency, and strengthen profitability.· Monitor overtime, staffing levels, productivity, material usage, discounts, recalls, and other controllable expenses.· Work with leadership to establish department goals and measurable performance expectations.· Identify performance gaps and create clear corrective action plans.· Forecast staffing, revenue, capacity, and operational needs based on workload, seasonality, and business trends.Performance Management & Reporting· Monitor key performance indicators across HVAC, plumbing, electrical, customer service, dispatch, sales, and installation operations.· Review revenue versus goal, average service ticket, conversion rate, booking rate, membership performance, recall rate, customer satisfaction, technician productivity, labor percentage, gross margin, and schedule utilization.· Conduct regular performance reviews with department leaders and establish follow-up actions.· Hold leaders and team members accountable for meeting established standards and goals.· Use data to identify trends, coaching opportunities, staffing needs, and process improvements.· Provide accurate and timely operational updates to company leadership.Field Operations· Support field leaders in managing technicians, installers, apprentices, and support staff.· Ensure field employees have the tools, materials, training, job information, and support needed to complete work safely and efficiently.· Monitor job quality, productivity, callbacks, warranty work, and customer concerns.· Help resolve escalated field, scheduling, quality, and customer issues.· Improve technician efficiency and reduce unnecessary drive time, downtime, return trips, and job delays.· Ensure consistent communication between field employees, dispatchers, customer service representatives, and management.· Support accurate pricing, job documentation, option presentation, payment collection, and closeout procedures.Customer Experience· Maintain high customer service standards throughout the full customer journey.· Assist with escalated customer complaints, service recovery, and resolution when needed.· Ensure customer concerns are handled promptly, professionally, fairly, and consistently.· Review customer feedback, online reviews, surveys, and recurring complaints to identify improvement opportunities.· Partner with customer service and field leadership to improve customer communication and follow-through.· Promote a culture where every department takes ownership of the customer experience.Leadership & Employee Development· Lead, coach, and develop department managers, supervisors, and team members.· Establish clear expectations and provide regular, direct, and constructive feedback.· Conduct or participate in one-on-one meetings, department meetings, and leadership meetings.· Identify technical, leadership, customer service, sales, and process training needs.· Coordinate training and verify that learning is applied in day-to-day work.· Support performance improvement plans and corrective action when expectations are not met.· Recognize strong performance and support employee engagement and retention.· Identify and develop future leaders within the organization.· Build a culture of accountability, teamwork, professionalism, safety, and continuous improvement.Recruiting, Staffing & Onboarding· Partner with leadership and recruiting to identify current and future staffing needs.· Participate in interviewing and selecting operational, leadership, office, and field employees.· Monitor staffing levels against workload, capacity needs, and growth plans.· Support consistent onboarding, training, and follow-up for new employees.· Work with department leaders to improve employee retention and address staffing risks before they affect customers or revenue.Process & System Management· Maintain consistent operating processes across departments and locations.· Identify inefficient or outdated processes and implement practical solutions.· Document standard operating procedures and ensure employees are trained on them.· Monitor employee compliance with required workflows and documentation standards.· Ensure accurate use of the company's field service management and customer relationship management systems, including ServiceTitan when applicable.· Maintain accurate job documentation, customer information, operational reports, and performance data.· Partner with leadership to implement new systems, technology, and operational changes.· Measure whether process changes produce the intended results and adjust when needed.Fleet, Warehouse & Equipment· Support effective management of company vehicles, tools, equipment, materials, and inventory.· Ensure field employees follow company vehicle, equipment, fuel, maintenance, and cleanliness policies.· Work with warehouse and department leadership to maintain appropriate inventory levels and job readiness.· Monitor vehicle maintenance needs and assist with fleet planning and replacement decisions.· Reduce unnecessary material loss, equipment downtime, inventory shrinkage, and operational waste.· Ensure field employees have the proper equipment to perform assigned work safely and professionally.Safety & Compliance· Promote a strong safety culture across all departments.· Ensure employees follow company safety policies, manufacturer requirements, permit requirements, and applicable federal, state, and local regulations.· Partner with leadership to investigate and address safety incidents, near misses, vehicle incidents, and recurring risks.· Support required trade licenses, certifications, continuing education, and employee training.· Ensure required operational, safety, and employment documentation is maintained.· Reinforce professional conduct in customers' homes, on jobsites, and while operating company vehicles.Leadership Expectations· Lead by example and consistently demonstrate the company's values.· Be visible, accessible, and responsive to office and field employees.· Make timely decisions and take ownership of results.· Communicate expectations clearly and consistently.· Address problems directly and follow through on commitments.· Hold employees and leaders accountable fairly and consistently.· Use performance data and verified facts when making business decisions.· Focus on solutions and sustainable process improvements.· Build strong working relationships between departments.· Protect customer experience while supporting company profitability.· Create an environment where employees understand their responsibilities and what success looks like.Qualifications· Five or more years of operations, service, or management experience preferred.· Experience in residential HVAC, plumbing, electrical, home services, or a similar field strongly preferred but not required.