Director of Operations

Job Description

Job Description

Description:

Position Purpose:  

The Director of Operations is responsible for leading and optimizing the Company's operational functions, including branch operations, distribution, logistics, inventory management, purchasing, pricing, customer service, and support functions such as fleet, facilities, safety, and warranty. This role provides both strategic and hands-on leadership to ensure operational excellence, consistent execution, and alignment with the Company's business objectives. 

As a wholesale distributor of plumbing, HVAC, and related products, the Company competes on product availability, service, accuracy, and speed. The Director of Operations will drive operational performance across all branch locations by fostering a culture of safety, accountability, continuous improvement, and customer focus. This position is responsible for building scalable processes, improving efficiency and profitability, and ensuring the operational infrastructure is in place to support long-term growth while delivering consistent, reliable, and effortless customer experience across the Company's branch network. 

Key Responsibilities:

Safety Leadership

• Champion a company-wide culture where safety is the first priority in all operations and employee activities. 
• Lead the execution and continuous improvement of safety programs, policies, and initiatives across the organization. 
• Drive accountability for safety performance by partnering with leaders to identify risks, implement corrective actions, and promote safe work practices. 
• Ensure compliance with all applicable regulatory requirements and company safety standards. 
• Monitor safety metrics and trends, leveraging data to improve performance and support operational excellence. 

Operational Oversight

• Provide leadership and accountability for branch operations, distribution, purchasing, inventory management, pricing, and customer service functions.  
• Drive operational consistency and performance across the Company's branch network by establishing and maintaining standardized processes, procedures, and service expectations.  
• Establish and maintain high standards for operational efficiency, inventory accuracy, customer service, and execution across all locations.  
• Oversee company-wide facilities and fleet operations, ensuring safe, reliable, and cost-effective support of business activities.  
• Direct warranty and return processes to ensure timely resolution of product issues and a positive customer experience.  
• Develop and implement operational strategies and process improvements that support growth, increase efficiency, reduce waste, and improve profitability.  
• Build the operational capacity required to support current and future business growth, including branch expansions, relocations, distribution capabilities, staffing plans, and infrastructure investments.  
• Partner with Sales, Finance, and key suppliers to optimize purchasing, inventory investment, vendor performance, rebate programs, and overall supply chain effectiveness.  
• Monitor operational performance through key metrics and reporting, implementing corrective actions, and continuous improvement initiatives as needed.  
• Ensure operational resources, systems, and processes are aligned to deliver an exceptional customer experience and support the Company's strategic objectives. 

Process & Performance Improvement

• Lead continuous improvement initiatives that enhance operational efficiency, productivity, service levels, and profitability across the branch network. 
• Develop, implement, and maintain standardized operating procedures and best practices to ensure consistent execution across all locations. 
• Establish, monitor, and analyze key performance indicators (KPIs) related to service, inventory, distribution, operational efficiency, and customer experience, using data to drive decision-making and accountability. 
• Partner with Operations, Sales, Finance, and other functional leaders to identify improvement opportunities and implement sustainable solutions that support business objectives. 
• Drive inventory optimization initiatives focused on product availability, inventory accuracy, demand forecasting, and working capital management. 
• Develop operational plans that effectively support seasonal demand fluctuations, business growth, and changing customer needs. 
• Evaluate operational processes, systems, and resources to identify opportunities for increased scalability, automation, and long-term effectiveness. 

Customer Experience & Service Excellence

• Ensure all operational activities, including branch service, pickups, deliveries, returns, and warranty processes, are aligned with delivering a consistent, reliable, and effortless customer experience across the Company's branch network. 
• Establish and maintain customer service standards that promote responsiveness, reliability, product availability, and ease of doing business across all locations. 
• Partner with branch leaders and operational teams to improve service levels, response times, customer satisfaction, and overall execution. 
• Address escalated customer concerns and operational service issues, identifying root causes, and implementing sustainable corrective actions. 
• Collaborate with cross-functional teams to develop and implement service-driven process improvements that enhance customer experience and operational performance. 
• Gather, analyze, and act on customer feedback to identify opportunities for improvement and ensure a consistent customer experience across all locations. 

Financial Management & Business Performance

• Develop and manage operational budgets, ensuring resources are allocated to support business objectives. 
• Monitor operational expenses and identify opportunities to improve productivity, control costs, and increase profitability. 
• Analyze financial and operational performance metrics to support informed decision-making and business planning. 
• Partner with Finance and Executive Leadership to develop forecasts, evaluate investments, and support the achievement of company financial goals. 

People & Team Leadership

• Lead, mentor, and develop branch and operations leaders, fostering a culture of accountability, collaboration, and continuous improvement. 
• Partner with managers and Human Resources to support talent acquisition, onboarding, training, performance management, employee development, and succession planning. 
• Promote a positive, safety-focused work environment that emphasizes employee engagement, productivity, accountability, and operational excellence. 
• Establish clear performance expectations and hold leaders accountable for achieving operational, safety, and customer service objectives. 
• Coach and develop leaders to strengthen decision-making, problem-solving, communication, and team effectiveness. 
• Recognize and reward individual and team contributions while promoting high standards of performance, teamwork, and customer focus. 

Strategic Leadership & Collaboration

• Partner with the President and leadership team to develop and execute operational strategies that support the Company's growth, profitability, and long-term objectives. 
• Lead the operational planning and execution of growth initiatives, including branch expansions, new market entry, acquisitions, and product line growth. 
• Collaborate with Sales, Finance, IT, Human Resources, and other functional leaders to ensure operational priorities are aligned with business objectives and customer needs. 
• Drive operational consistency across the Company's branch network through the development, implementation, and enforcement of company-wide operating standards, processes, and best practices. 
• Identify and implement opportunities to improve systems, technology, reporting, and operational capabilities that enhance efficiency, scalability, and decision-making. 
• Monitor industry trends, market dynamics, and distribution best practices to identify opportunities for innovation and competitive advantage. 
• Lead cross-functional initiatives that improve organizational performance, support change management efforts, and strengthen the customer experience. 

Note: This job description does not restrict management’s right to assign or reassign responsibilities at any time. 

The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law. Employment with the Company is at-will.? 

Required:

• Bachelor's degree in Business, Operations Management, Supply Chain Management, or a related field; equivalent combination of education and operational leadership experience may be considered. 
• 10+ years of progressive operations leadership experience, including responsibility for multi-site or multi-branch operations. 
• Proven operations leadership experience within wholesale distribution or related industry. 
• Extensive knowledge of inventory management, purchasing, logistics, distribution, customer service, safety, and facilities management. 
• Demonstrated success developing and implementing standardized processes, operational metrics, and continuous improvement initiatives across multiple locations. 
• Strong analytical, problem-solving, and decision-making skills with the ability to leverage data to drive operational performance. 
• Proven ability to lead, develop, and motivate teams while fostering a culture of accountability, safety, and operational excellence. 
• Experience managing budgets, controlling costs, and improving operational and financial performance. 
• Excellent communication, collaboration, and relationship-building skills. 
• Proficiency with Microsoft Office applications, particularly Excel, and experience utilizing operational reporting and business management systems. 
• Valid driver's license and ability to travel regularly to branch locations. 

Preferred:

• Experience within the plumbing, HVAC, PVF, or building products distribution industry. 
• Experience leading operations across a multi-branch distribution network. 
• Experience with ERP systems, warehouse management systems (WMS), or large-scale system implementations and migrations. 
• Lean, Six Sigma, or other continuous improvement certification or training. 
• Experience supporting branch expansions, new facility openings, acquisitions, or operational integration initiatives. 
• Working knowledge of plumbing, HVAC, and related product categories, along with an understanding of contractor and trade customer needs. 

Physical Requirements:

• Ability to sit, stand, walk, talk, hear, and use hands and fingers to operate a computer or phone.
• Visual requirements include close vision for computer work.
• Medium work: ability to exert up to 50 pounds occasionally, 30 pounds frequently, and 10 pounds constantly.
• Warehouse and branch visits may involve climbing ladders and stairs, walking on uneven surfaces, working near powered industrial equipment, and exposure to seasonal temperature extremes; required personal protective equipment must be worn in designated areas.? 

Work Environment:  

• Office and warehouse environments; regular travel to branch locations, approximately target minimum 60% of working time
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.