Parrish - Operations Manager

Ace Hardware•Manassas, VA

About The Position

The Operations Manager owns the day-to-day performance of the residential HVAC, plumbing, and electrical service and installation departments. The role ensures teams operate safely, efficiently, and profitably while delivering an excellent customer experience. Working with department leaders, field technicians, installers, customer service, dispatch, sales, the warehouse, and company leadership, this manager drives accountability, develops leaders, improves processes, resolves operational challenges, and aligns departments with business goals. The position oversees operational execution, staffing and scheduling, budgets and financial performance, key performance measures, field operations, customer service, employee development, recruiting and onboarding, business processes and systems, fleet and inventory, and safety and compliance. The Operations Manager is expected to use performance data to identify improvement opportunities, communicate results to leadership, and continuously improve business operations and customer outcomes. This is a full-time leadership position working in office and field environments. Schedule flexibility may be required to respond to customer demand, seasonal volume, weather events, emergencies, and operational needs; occasional early morning, evening, or weekend availability may be required. Local travel between company locations and jobsites may be needed. Compensation starts at $100,000 per year, plus quarterly bonuses.

Requirements

Five or more years of operations, service, or management experience preferred.
Strong understanding of service-based business operations and residential in-home service.
Ability to understand financial reports, budgets, labor costs, revenue goals, gross margin, and profitability.
Experience using performance measures to manage teams and improve results.
Strong leadership, communication, organization, and problem-solving skills.
Ability to manage multiple departments, priorities, and urgent operational needs.
Ability to conduct difficult conversations and maintain accountability.
Ability to work effectively in a fast-paced and seasonally demanding environment.
Valid driver’s license and acceptable driving record required; must have held a valid U.S. driver’s license for at least three continuous years immediately preceding the posting date and meet company motor vehicle and insurance eligibility requirements.
Ability to safely walk through active work areas, installation environments, and residential jobsites.
Ability to operate a computer and standard office equipment for extended periods.

Nice To Haves

Experience in residential HVAC, plumbing, electrical, home services, or a similar field.
Experience leading technicians, installers, dispatchers, or customer service teams.
Experience with ServiceTitan or similar field service management software.
Proficiency with Microsoft Excel, Outlook, Teams, Word, and other common business applications.

Responsibilities

Oversee daily operations for HVAC, plumbing, and electrical service and installation departments, ensuring teams are appropriately staffed, scheduled, equipped, and prepared to meet customer demand.
Partner with department managers and supervisors to resolve operational issues, implement processes, remove roadblocks, coordinate workflows, and maintain accountability for operating expectations.
Support annual budgeting, forecasting, and business planning; monitor revenue, expenses, labor costs, gross margin, profitability, and performance against business goals.
Identify opportunities to increase revenue, control expenses, improve efficiency, strengthen profitability, and address performance gaps with corrective action plans.
Monitor operational key performance indicators, conduct performance reviews with department leaders, establish follow-up actions, and provide timely operational updates to company leadership.
Support field leaders in managing technicians, installers, apprentices, and support staff; ensure they have the tools, materials, training, job information, and support needed to work safely and efficiently.
Monitor job quality, productivity, callbacks, warranty work, customer concerns, and field efficiency; help resolve escalated field, scheduling, quality, and customer issues.
Maintain customer service standards, assist with escalated complaints and service recovery, review customer feedback, and promote ownership of the customer experience across departments.
Lead, coach, and develop managers, supervisors, and team members; set expectations, provide feedback, support training and performance improvement, recognize strong performance, and develop future leaders.
Partner with leadership and recruiting on staffing needs, interviewing, selection, onboarding, training, retention, and workforce planning.
Maintain consistent operating processes, document standard operating procedures, monitor workflow and documentation compliance, and support implementation of systems, technology, and operational changes.
Ensure accurate use of field service management and customer relationship management systems, including ServiceTitan when applicable, and maintain accurate operational records and performance data.
Support effective management of company vehicles, tools, equipment, materials, and inventory; reinforce fleet and equipment policies and address maintenance, inventory, and waste concerns.
Promote a strong safety culture and ensure compliance with company safety policies, manufacturer requirements, permits, applicable regulations, required training, and documentation.
Travel locally between company locations and jobsites as needed and visit residential jobsites to inspect conditions or assist with escalated situations.

Benefits

Quarterly bonuses and other incentive, commission, or bonus opportunities based on role and grade level.
401(k) retirement savings plan with matching company contributions, eligible on the first day.
Medical, dental, and vision coverage.
Company-paid short-term disability and long-term disability coverage.
Life insurance benefits for employees and dependents.
Warehouse merchandise discount.
Paid time off and paid holidays, depending on role and month of hire.
Career growth and opportunities across multiple service channels.
Hands-on training, formal education, coaching, and tools to support employee development.
Employee Assistance Program offering professional assistance for personal, legal, financial, work, childcare, and elder care support.