Head of Operations Management (m/w/d)

The Operations Manager is responsible for running the day-to-day operations of a residential generator and electrical service branch and reports directly to the General Manager. This role owns execution across field service teams, dispatch, permitting, inventory, customer experience, and branch financial performance. The Operations Manager directly supervises generator and electrical install technicians, licensed electricians, and office/administrative staff, and is accountable for installation quality, code and permit compliance, efficiency, and profitability while maintaining high standards of safety and customer satisfaction.

Manage day-to-day operations of residential generator service, maintenance, and installation teams

Oversee coordination of field crews, dispatch, and office staff so generator and electrical jobs flow smoothly from sale to install to inspection to close‑out

Quality Control & Installation Standards

Set and enforce installation quality standards for all generator and electrical work, including manufacturer specifications and company workmanship standards

Conduct or assign quality‑control inspections on generator installs — fuel/gas connections, electrical hookups, transfer switches, mounting, clearances, and start‑up and load testing

Verify each install is commissioned, load‑tested, and documented, and that the customer is trained on operation before the job is closed

Track callbacks, warranty claims, and rework to root cause and drive corrective action with the responsible technician or crew

Permits, Code & Regulatory Compliance

Ensure permits are pulled, scheduled, and closed for every generator and electrical job that requires them, with office staff tracking permit status through final inspection

Verify all work complies with the National Electrical Code (NEC), local and jurisdictional codes, and manufacturer and utility requirements

Coordinate inspections with authorities having jurisdiction and resolve failed inspections or correction notices promptly

Ensure work is performed by appropriately licensed and qualified personnel and that branch electrical and contractor licensing stays current

Keep permit, inspection, and compliance records organized and audit‑ready, and enforce OSHA, electrical‑safety, and lockout/tagout practices in the field and shop

Team Management & Development

Directly supervise, coach, and hold accountable generator and electrical install technicians, licensed electricians, dispatchers, and office/administrative staff

Manage office staff and daily administrative workflow — scheduling, dispatch, permitting coordination, customer communication, and job documentation

Ensure technicians and electricians maintain required licenses, certifications, and ongoing technical training

Partner with HR/leadership on hiring, onboarding, training, and performance management

Conduct regular team meetings, ride‑alongs, and performance reviews

Promote a culture of safety, professionalism, and continuous improvement

Financial & Performance Management

Manage operational budgets, labor costs, overtime, and material expenses

Customer satisfaction scores

Customer Experience

Ensure exceptional customer service and timely resolution of escalated issues

Maintain high‑quality workmanship and consistent service standards

Oversee inventory management, material purchasing, and vendor relationships

Ensure proper maintenance and utilization of vehicles, tools, and equipment

Enforce safety policies and regulatory compliance (OSHA, local codes, etc.)

Utilize field service management software (ServiceTitan)

Analyze data and reporting to identify trends and optimize performance

5+ years of experience in residential Generator, HVAC, Electrical, or Plumbing operations

2+ years in a leadership or management role

Strong understanding of residential service operations and job costing

Proven ability to lead teams and improve operational performance