Operations Manager

Description About Industrial Refrigeration Pros Industrial Refrigeration Pros is a growing organization specializing in industrial refrigeration service, construction, engineering, and technical support. We serve customers operating complex refrigeration systems, including ammonia, freon, and CO₂ applications. Our teams support industrial facilities through equipment installation, preventive maintenance, emergency service, system upgrades, parts support, and long-term customer partnerships. We are committed to providing safe, dependable solutions while building an accountable, customer-focused culture. Position Summary Industrial Refrigeration Pros is seeking an experienced Director of Operations to lead the service, construction, and parts operations of our Mansfield, Texas business unit. This is a hands-on business leadership position responsible for the overall performance and growth of the operation. The Director of Operations will oversee field-service and construction teams, administrative support, customer relationships, safety performance, operational KPIs, and the business unit’s profit and loss statement. The successful candidate will understand how to lead a technical service organization in which employees work at customer facilities, projects must be properly scheduled and staffed, parts and equipment must arrive on time, and customers depend on rapid and reliable support. The ideal candidate will have direct experience in industrial refrigeration, ammonia refrigeration, commercial HVAC/R, mechanical contracting, or another closely related technical service industry . This individual must be comfortable leading managers, supporting technicians, reviewing financial performance, resolving customer concerns, and improving systems and processes. Key Responsibilities Business Unit and Financial Leadership Assume full ownership of the business unit’s financial and operational performance. Manage the profit and loss statement, annual budget, forecasting, labor costs, operating expenses, margins, and capital needs. Establish revenue, gross-profit, productivity, utilization, and cost-control goals. Review financial and operational results regularly and implement corrective action when performance falls below expectations. Partner with senior leadership to develop and execute growth strategies for service, construction, and parts sales. Identify opportunities to expand existing customer relationships and develop recurring service revenue. Service and Field Operations Oversee the daily activities of service managers, field supervisors, technicians, dispatch, and administrative personnel. Ensure service calls, preventive-maintenance work, emergency response, and quoted repairs are properly scheduled and completed. Monitor technician utilization, billable hours, response time, callbacks, work-order completion, and customer satisfaction. Ensure field teams have the labor, equipment, parts, information, and technical support required to complete work successfully. Support managers with staffing decisions, workload balancing, technician development, and performance concerns. Establish clear expectations for documentation, time entry, work orders, purchasing, billing, and job closeout. Construction and Project Operations Provide operational oversight for industrial refrigeration construction, installation, retrofit, and system-upgrade projects. Partner with project managers, construction leaders, engineering, procurement, and field personnel to ensure projects are properly planned and executed. Monitor project schedules, labor requirements, material availability, budgets, change orders, and project profitability. Identify risks that could affect safety, quality, customer expectations, schedule, or financial performance. Ensure consistent communication between customers, project teams, field leadership, and internal support departments. Support the timely financial and operational closeout of completed projects. Parts, Procurement, and Resource Management Oversee parts and material support for service and construction operations. Ensure purchasing and inventory practices support field operations without creating unnecessary cost or excess inventory. Improve coordination among technicians, project managers, purchasing, vendors, and administrative staff. Maintain appropriate oversight of vehicles, tools, equipment, facilities, and other business-unit assets. Evaluate resource needs and recommend investments that improve safety, productivity, service delivery, and growth. KPI and Process Improvement Develop and maintain meaningful operational scorecards and key performance indicators. Track measurements such as revenue, gross margin, labor utilisation, technician productivity, project performance, customer response time, callbacks, safety results, and work-order aging. Use operational and financial data to identify problems, trends, and improvement opportunities. Standardise procedures and implement scalable systems that improve efficiency and accountability. Lead modernization efforts involving scheduling, reporting, workflow management, documentation, and operational technology. Establish a consistent operating rhythm that includes performance meetings, financial reviews, project reviews, and leadership follow-up. Safety and Compliance Promote a strong safety culture throughout service, construction, warehouse, office, and field operations. Ensure employees follow company safety programs, customer-site requirements, and applicable regulatory standards. Partner with safety and compliance leaders to address incidents, corrective actions, training needs, and recurring risks. Reinforce expectations relating to personal protective equipment, hazard recognition, lockout/tagout, hot-work procedures, process safety, and safe work practices. Ensure operational activities comply with company policies and applicable OSHA, EPA, DOT, and industry requirements. Customer Experience Build and maintain strong relationships with key customers. Serve as an escalation point for significant service, project, billing, or performance concerns. Ensure customer issues are addressed promptly, professionally, and with clear ownership. Work with sales and operational teams to understand customer needs, improve service delivery, and identify additional opportunities. Promote a culture in which employees understand that safety, technical quality, responsiveness, and communication all contribute to the customer experience. Leadership and Team Development Lead, coach, and develop managers responsible for service, construction, parts, and administrative operations. Establish clear performance expectations and hold leaders accountable for results. Support recruiting, onboarding, succession planning, retention, and professional development. Conduct regular one-on-one meetings, performance reviews, and leadership-development discussions. Build a collaborative culture centered on safety, accountability, continuous improvement, teamwork, and customer service. Address performance or behavioural concerns promptly and consistently. Create an environment where employees feel supported while remaining accountable for commitments and results. Qualifications Required Qualifications Direct experience in industrial refrigeration or ammonia refrigeration. At least 5 years of experience leading managers, supervisors, technicians, skilled tradespeople, or field-service teams. Demonstrated responsibility for a business-unit, branch, division, or departmental P&L. Experience managing budgets, labor costs, profitability, operational reporting, and performance targets. Proven success implementing KPIs and using data to improve results. Strong understanding of service scheduling, field operations, customer support, project execution, and workforce planning. Demonstrated ability to improve operational processes and hold teams accountable. Strong written, verbal, interpersonal, and presentation skills. Ability to work from the Mansfield, Texas operation and travel up to 25%. Valid driver's license and ability to travel to customer and project locations. Strongly Preferred Qualifications Experience with industrial refrigeration service, construction, installation, commissioning, maintenance, or parts operations. Knowledge of ammonia, freon, and CO₂ refrigeration systems. Experience in commercial or industrial HVAC/R, mechanical contracting, compressor service, process cooling, or a closely related technical industry. Familiarity with OSHA, EPA, PSM, RMP, RETA, IIAR, and industrial-refrigeration safety practices. Experience managing emergency service, preventive-maintenance agreements, construction projects, and field technicians. Experience overseeing both service and construction operations within the same business unit. Bachelor’s degree in business, operations, engineering, construction management, or a related field. Performance Expectations Success In This Position Will Be Measured By Business-unit revenue and profitability Service and construction gross margin Technician productivity and labour utilisation Project schedule and budget performance Customer satisfaction and retention Safety performance Work-order completion and billing timeliness Employee engagement and retention Leadership development and accountability Growth in service agreements, projects, and parts revenue Work Environment This position is based in Mansfield, Texas and requires regular interaction with office personnel, field leaders, technicians, customers, and senior management. The Director of Operations may visit active construction projects, industrial facilities, mechanical rooms, rooftops, warehouses, and customer production environments. Why Join IR Pros? This is an opportunity to lead an important business unit within a growing industrial-refrigeration organisation. The person selected will have the ability to influence operational strategy, improve systems, develop leaders, strengthen customer relationships, and help build a scalable operation positioned for long-term growth. #J-18808-Ljbffr