Operations Director
About The Position
Mr. Appliance of Central New Jersey is seeking an Operations Director to lead the day-to-day operations of their appliance repair business. This role involves managing the office and customer service team, as well as field technicians across Central New Jersey. The Operations Director will be responsible for ensuring all calls are answered, jobs are scheduled and completed correctly, and customers are satisfied. This position also plays a key role in scaling the business and growing market share. The ideal candidate will have experience running a service business, such as appliance repair, HVAC, plumbing, or electrical services.
Requirements
- 3+ years managing operations in a home-service or field-service business (appliance repair, HVAC, plumbing, electrical, or similar)
- Proven track record of scaling a business: growing revenue, headcount, and/or territory significantly
- Experience leading both office staff and field technicians
- Experience with dispatch, scheduling, or field-service management software
- Strong computer skills, including Microsoft Office (Excel, Outlook, Teams)
- Valid driver's license
- Leadership skills: ability to build teams, set clear expectations, coach, and follow through.
- Operational know-how: understanding of service business financials including scheduling, dispatch, parts, technician productivity, and customer experience.
- Problem-solving skills: ability to identify and fix root causes of operational issues.
- Growth mindset: experience scaling a business and growing volume, team size, and territory while maintaining service quality.
- Data-driven approach: comfort with reports and KPIs for decision-making.
- Customer focus: commitment to customer experience and ability to handle issues calmly and fairly.
- Communication skills: clear communication with technicians, office staff, customers, and ownership.
Nice To Haves
- Franchise or multi-location experience is a plus
Responsibilities
- Lead, coach, and hold accountable customer service representatives, office staff, and appliance repair technicians.
- Manage daily dispatch and scheduling to ensure efficient technician routes and timely customer appointments.
- Reduce past-due work orders and follow-ups, and manage parts orders, warranty claims, and return visits.
- Track and improve key performance indicators including revenue, average ticket, first-time fix rate, technician productivity, call booking rate, and customer reviews.
- Develop and implement clear processes and checklists for office and field operations.
- Handle escalated customer issues with empathy and sound judgment.
- Support the owner's expansion plan by growing revenue per capita, opening new service areas, and adding staff without compromising quality.
- Build the necessary systems, hiring pipeline, and management structure for business scaling.
- Collaborate with the owner on budgets, pricing, staffing plans, and growth objectives.
- Recruit, interview, onboard, and train new team members.
- Ensure correct usage of dispatch and CRM software and maintain data integrity.
- Verify that operations adhere to Mr. Appliance and Neighborly brand standards and safety practices.
Benefits
- Health benefits after 90 days of employment
- Dental benefits after 90 days of employment
- Vision benefits after 90 days of employment
- Paid time off
- Performance bonus tied to business results
- Leadership role with a direct line to the owner and real room to grow
- Fun team environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
