Parrish - Operations Manager

ACE Hardware•Manassas, VA

3d•$100,000

About The Position

The Operations Manager owns the day-to-day performance of Parrish Services’ residential HVAC, plumbing, and electrical service and installation departments. The role ensures teams operate safely, efficiently, and profitably while delivering an excellent customer experience. The manager works with department leaders, field technicians, installers, customer service, dispatch, sales, warehouse, and company leadership to meet operational and financial goals, develop leaders, improve processes, resolve challenges, and maintain consistent execution across the business. This hands-on leadership position balances people, processes, customer needs, and financial performance across multiple departments. It supports budgeting and forecasting, monitors business and operational performance, manages staffing and capacity, improves field and customer-service processes, and promotes accountability, employee development, safety, and compliance. The role works in both office and field environments, may visit residential jobsites, and requires local travel between company locations and jobsites. Schedule flexibility may be needed for customer demand, seasonal volume, weather events, emergencies, and other operational needs; occasional early mornings, evenings, or weekends may be required. The position is full-time and offers compensation of $100,000 per year plus quarterly bonuses. It is not eligible for employment visa sponsorship. Driving a company vehicle is required, along with a valid U.S. driver’s license held for at least three continuous years immediately preceding the stated date and meeting company motor vehicle and insurance eligibility requirements.

Requirements

Five or more years of operations, service, or management experience is 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; the position also requires a valid U.S. driver’s license held for at least three continuous years immediately preceding the stated date and compliance with company motor vehicle and insurance eligibility requirements.
Ability to safely walk through active work areas, installation environments, and residential jobsites; operate a computer and standard office equipment for extended periods; and travel locally between company locations and jobsites as needed.

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 staffed, scheduled, equipped, and prepared to meet customer demand.
Partner with department managers and supervisors to resolve operational issues and ensure policies, procedures, pricing standards, and operating expectations are followed.
Develop and implement processes to improve efficiency, employee performance, customer experience, and execution of company initiatives.
Coordinate communication and workflow among field operations, customer service, dispatch, sales, warehouse, and leadership.
Support annual budgeting, forecasting, and business planning; monitor revenue, expenses, labor costs, gross margin, and department profitability against goals.
Identify opportunities to increase revenue, control expenses, improve efficiency, and strengthen profitability; monitor overtime, staffing, productivity, material usage, discounts, recalls, and other controllable expenses.
Establish department goals and measurable expectations with leadership, identify performance gaps, and create corrective action plans.
Forecast staffing, revenue, capacity, and operating needs based on workload, seasonality, and business trends.
Monitor operational KPIs across departments, conduct performance reviews with department leaders, establish follow-up actions, and provide timely updates to company leadership.
Use performance data to identify trends, coaching opportunities, staffing needs, and process improvements; hold leaders and team members accountable for standards and goals.
Support field leaders in managing technicians, installers, apprentices, and support staff; ensure employees have the tools, materials, training, job information, and support to work safely and efficiently.
Monitor job quality, productivity, callbacks, warranty work, and customer concerns; resolve escalated field, scheduling, quality, and customer issues.
Improve technician efficiency and reduce unnecessary drive time, downtime, return trips, and job delays; support accurate pricing, job documentation, option presentation, payment collection, and closeout procedures.
Maintain high customer service standards, assist with escalated complaints and service recovery, and review feedback, online reviews, surveys, and recurring complaints for improvement opportunities.
Lead, coach, and develop managers, supervisors, and team members; set expectations, provide feedback, conduct or participate in meetings, coordinate training, and support performance improvement and corrective action.
Recognize strong performance, support employee engagement and retention, identify future leaders, and build a culture of accountability, teamwork, professionalism, safety, and continuous improvement.
Partner with leadership and recruiting to identify staffing needs, participate in interviewing and selection, monitor staffing against workload and growth plans, support onboarding, and address retention risks.
Maintain consistent operating processes, document procedures, train employees, monitor workflow and documentation compliance, and ensure accurate use of field service and customer relationship management systems, including ServiceTitan when applicable.
Support effective management of vehicles, tools, equipment, materials, and inventory; reinforce vehicle and equipment policies, maintain job readiness, assist with fleet planning, and reduce waste and equipment downtime.
Promote a strong safety culture and ensure employees follow company policies, manufacturer requirements, permit requirements, and applicable regulations; help address incidents and risks and support required licenses, certifications, continuing education, training, and documentation.
Lead by example, communicate clearly, make timely decisions, take ownership, address problems directly, use verified facts and performance data, build cross-department relationships, and protect customer experience while supporting profitability.

Benefits

Incentive, commission, and bonus opportunities based on role and grade level; this position lists quarterly bonuses.
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 opportunities across several service channels.
Tools, hands-on training, formal education, and coaching.
Employee Assistance Program offering professional assistance for personal, legal, financial, work, childcare, and elder care support.