Operations Manager

Ward Plumbing, Heating, and Air•Sylva, NC

2d•Onsite

About The Position

Ward Plumbing, Heating, & Air strives to be "The most respected, reputable, and recognized HVAC and plumbing contractor in Western Carolina." Founded in 1977, Ward PH&A has established itself within the surrounding community as "The New Standard for 5‑Star Service." We are looking forward to adding a professional, career‑oriented, growth‑minded leader to our team to support and execute company initiatives across our plumbing and heating divisions. Position Summary The Operations Manager serves as the primary leader responsible for executing daily operations and company initiatives across the plumbing and heating divisions. Working directly under the General Manager, this role ensures operational consistency, team accountability, and high‑quality service delivery across field teams, warehouse operations, client care, and departmental leadership. This position focuses on translating company strategy into measurable operational performance while supporting employee development, customer satisfaction, and safety compliance.

Requirements

5+ years of leadership experience in plumbing, HVAC, or skilled trades service operations
Active NC Contractors License in P1, H3, H2 or H1 classification(s)
Proven experience managing multiple teams or departments
Strong understanding of residential and light commercial service business operations
Experience using performance metrics and KPI‑driven management
Strong leadership, communication, and conflict resolution skills
Highly organized with strong problem‑solving ability

Nice To Haves

ServiceTitan or comparable field service software experience preferred

Responsibilities

Oversee daily operations of plumbing and heating departments
Implement company strategies, operational goals, and performance standards established by the General Manager
Monitor and drive key operational metrics including productivity, scheduling efficiency, service quality, and team performance
Identify workflow challenges and implement process improvements that increase efficiency and customer satisfaction
Ensure consistent enforcement of company policies, procedures, and service standards
Provide direct leadership to technicians, apprentices, warehouse personnel, client care staff, and department managers
Coach and mentor team leaders to strengthen leadership capability and accountability
Support recruiting, onboarding, training, and employee retention initiatives
Conduct performance evaluations and implement performance improvement plans when necessary
Promote a culture focused on professionalism, teamwork, accountability, and continuous improvement
Serve as the primary operational communication link between the General Manager and department teams
Coordinate workflow between field operations, scheduling, warehouse inventory, and customer service teams
Assist with rollout and execution of company initiatives, system improvements, and operational changes
Identify and remove operational barriers that impact productivity or service quality
Track and report operational performance metrics to the General Manager
Monitor key indicators including: Technician productivity and utilization, Scheduling and dispatch efficiency, Job quality and callback trends, Call booking and conversion performance, Customer satisfaction scores
Recommend operational improvements that support company growth and efficiency goals
Reinforce company safety programs and jobsite safety expectations
Ensure compliance with licensing requirements, regulatory standards, and company risk management policies
Lead safety meetings, field observations, and operational audits