Head of Operations & Business Management

If you're looking for a rewarding opportunity where your leadership can directly impact employees, customers, and company success, Doug Anderson Plumbing and Heating wants to meet you! We are seeking a full-time Operations Manager in Billerica, MA to help guide our team, strengthen our operations, and support our continued growth. In this role, you'll earn $80,000-$90,000 annually based on experience, plus performance-bonus potential , while partnering directly with ownership to help shape daily operations and long-term success. We foster a culture built on teamwork, accountability, open communication, continuous improvement, and respect. We also offer an excellent benefits package that includes health insurance, dental insurance, vacation time, ongoing training opportunities, small company events, steady hours, supportive management, and company-provided gear . Doug Anderson Plumbing and Heating is a thriving local company built on integrity, reliability, and community. We take pride in delivering high-quality plumbing and heating services while prioritizing exceptional customer experiences. Our growth is powered by our commitment to customer satisfaction, employee well-being, and long-term relationships.

We believe in open communication, continuous improvement, and creating a work culture where everyone's contributions matter.

As our Operations Manager, you'll serve as the link that keeps people, processes, schedules, and performance aligned. Your day may begin with a team operations huddle, reviewing service schedules, employee assignments, staffing needs, and upcoming priorities before working with office staff to ensure technicians are matched with the right jobs and have the information, equipment, and support needed to succeed. Throughout the day, you'll coach employees, address attendance or performance concerns, monitor service progress, resolve scheduling issues, oversee dispatch quality, manage timecards and PTO requests, investigate customer concerns, and ensure accountability standards are consistently met. You'll track operational performance metrics such as revenue, productivity, callbacks, overtime, customer feedback, and job completion rates while identifying trends and areas for improvement. You'll also work closely with ownership and project leadership by maintaining visibility into construction schedules, labor usage, permits, inspections, delays, and project status, while preparing reports and recommendations that support informed business decisions. Through strong leadership, effective communication, and consistent follow-through, you'll help ensure our employees, customers, and operations all succeed.

Qualifications: 3+ years of direct employee-management experience

Proven experience addressing employee performance, attendance, and conduct concerns

Experience tracking operational and employee-performance data

Experience conducting coaching and corrective-action discussions

Excellent customer-resolution and conflict-management abilities

Proficiency with business software and ability to learn new systems

Preferred Qualifications: Residential plumbing, HVAC, electrical, drains, construction, or field-service management experience

Leadership experience overseeing field and office personnel

ServiceTitan or similar software experience

Familiarity with construction reporting and performance measurement

However, success in this role will be determined less by technical trade expertise and more by your ability to lead people, create accountability, improve performance, and keep operations running smoothly.

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