Branch Operations Manager

Famous Supply•Bedford, OH

26d

About The Position

The Branch Operations Manager – Northern District is responsible for the overall operational performance, consistency, and execution across all branches within the Northern District. This role provides direct leadership, coaching, and accountability to each branch’s Customer Service Manager (CSM) to ensure company standards are met in customer service, warehouse operations, safety, inventory control, and profitability. The Branch Operations Manager serves as the primary link between district strategy and daily branch execution, driving operational excellence, developing leadership talent, and ensuring a consistent customer experience across all locations.

Requirements

Bachelor’s degree in Business Administration, Finance, or related field (preferred).
5+ years of experience in branch operations or a similar leadership role.
Proven ability to lead, coach, and hold managers accountable
Excellent leadership, communication, and problem-solving skills.
Proficiency in MS Office and branch management systems.
5+ years of experience in wholesale HVAC, plumbing, or related distribution

Nice To Haves

Experience managing multiple branch locations
Background in HVAC and/or plumbing products and contractor sales
Familiarity with ERP systems, inventory software, and operational KPIs

Responsibilities

Provide direct leadership, guidance, and performance management to all Customer Service Managers within the Northern District.
Ensure consistent execution of company policies, procedures, and operational standards across all branches.
Monitor branch performance metrics including sales, operating expenses, inventory turns, fill rates, and customer satisfaction.
Identify operational gaps and implement corrective action plans with branch leadership.
Ensure all branches deliver a high level of customer service to HVAC and plumbing contractors.
Partner with sales leadership to support inside and outside sales execution at the branch level.
Promote a culture focused on relationship-building, responsiveness, and problem resolution.
Assist branches with customer escalations when necessary.
Ensure proper inventory management, accuracy, and controls across all locations.
Support best practices for receiving, stocking, picking, and staging operations.
Monitor inventory turns, dead stock, and shrink, and work with branches to improve results.
Enforce safety policies and OSHA compliance across all branches.
Conduct regular branch visits and operational audits focused on safety, cleanliness, and organization.
Partner with branch leadership to address facility needs, equipment maintenance, and capital requests.
Coach, mentor, and develop Customer Service Managers and key branch personnel.
Participate in hiring decisions, onboarding, and succession planning for branch leadership roles.
Conduct regular performance reviews and set clear expectations and goals for branch leaders.
Promote accountability while fostering a positive, team-oriented culture.
Communicate company initiatives, changes, and expectations clearly to all branches.
Serve as a problem-solver and resource for branch leadership.
Meet regularly with DSM to review district progress and challenges.