Operations Manager

Compensation Details:

$100000 per year plus quarterly bonuses

Job Description:

About Parrish Services: Helpful meets helpful. Parrish Services is now an Ace Hardware Home Services company! Now bringing helpful heating and cooling services to your home. Supporting over 5,800 neighborhood stores across the country, Ace Hardware is a company dedicated to helpful service in local communities. Much like Parrish Services, Ace Hardware is dedicated to delivering an amazing experience to every customer, every time. Ace Hardware stores are locally owned and operated, with the goal to be helpful in the aisle and now in the home. We are excited to grow Parrish Services together with Ace to continue to support the local community for years to come. To learn more, visit: www.parrishservices.com.

Position Summary

The Operations Manager is responsible for the day-to-day performance of the company’s residential HVAC, plumbing, and electrical service and installation departments. This position ensures teams operate safely, efficiently, and profitably while delivering excellent customer experience.

The Operations Manager partners with department leaders, field technicians, installers, customer service, dispatch, sales, warehouse, and company leadership to achieve operational and financial goals. This role drives accountability, develops leaders, improves processes, resolves operational challenges, and ensures consistent execution across the business.

The ideal candidate is a hands-on leader who can balance people, processes, customer needs, and financial performance while keeping multiple departments aligned and moving forward.

Essential Duties & Responsibilities

Operational Leadership

·   Oversee daily operations for HVAC, plumbing, and electrical service and installation departments.

·   Ensure departments are properly staffed, scheduled, equipped, and prepared to meet customer demand.

·   Partner with department managers and supervisors to identify and resolve operational issues quickly.

·   Ensure company policies, procedures, pricing standards, and operating expectations are consistently followed.

·   Develop and implement processes that improve efficiency, employee performance, and customer experience.

·   Remove operational roadblocks that prevent teams from achieving company goals.

·   Coordinate communication and workflow between field operations, customer service, dispatch, sales, warehouse, and leadership.

·   Ensure new processes and company initiatives are clearly communicated, implemented, measured, and maintained.

·   Maintain clear ownership and accountability for operational expectations throughout the business.

Financial & Business Performance

·   Support annual budgeting, forecasting, and business planning.

·   Monitor revenue, expenses, labor costs, gross margin, and department profitability.

·   Review operating performance against budget, forecast, and company goals.

·   Identify opportunities to increase revenue, control expenses, improve efficiency, and strengthen profitability.

·   Monitor overtime, staffing levels, productivity, material usage, discounts, recalls, and other controllable expenses.

·   Work with leadership to establish department goals and measurable performance expectations.

·   Identify performance gaps and create clear corrective action plans.

·   Forecast staffing, revenue, capacity, and operational needs based on workload, seasonality, and business trends.

Performance Management & Reporting

·   Monitor key performance indicators across HVAC, plumbing, electrical, customer service, dispatch, sales, and installation operations.

·   Review revenue versus goal, average service ticket, conversion rate, booking rate, membership performance, recall rate, customer satisfaction, technician productivity, labor percentage, gross margin, and schedule utilization.

·   Conduct regular performance reviews with department leaders and establish follow-up actions.

·   Hold leaders and team members accountable for meeting established standards and goals.

·   Use data to identify trends, coaching opportunities, staffing needs, and process improvements.

·   Provide accurate and timely operational updates to company leadership.

Field Operations

·   Support field leaders in managing technicians, installers, apprentices, and support staff.

·   Ensure field employees have the tools, materials, training, job information, and support needed to complete work safely and efficiently.

·   Monitor job quality, productivity, callbacks, warranty work, and customer concerns.

·   Help resolve escalated field, scheduling, quality, and customer issues.

·   Improve technician efficiency and reduce unnecessary drive time, downtime, return trips, and job delays.

·   Ensure consistent communication between field employees, dispatchers, customer service representatives, and management.

·   Support accurate pricing, job documentation, option presentation, payment collection, and closeout procedures.

Customer Experience

·   Maintain high customer service standards throughout the full customer journey.

·   Assist with escalated customer complaints, service recovery, and resolution when needed.

·   Ensure customer concerns are handled promptly, professionally, fairly, and consistently.

·   Review customer feedback, online reviews, surveys, and recurring complaints to identify improvement opportunities.

·   Partner with customer service and field leadership to improve customer communication and follow-through.

·   Promote a culture where every department takes ownership of the customer experience.

Leadership & Employee Development

·   Lead, coach, and develop department managers, supervisors, and team members.

·   Establish clear expectations and provide regular, direct, and constructive feedback.

·   Conduct or participate in one-on-one meetings, department meetings, and leadership meetings.

·   Identify technical, leadership, customer service, sales, and process training needs.

·   Coordinate training and verify that learning is applied in day-to-day work.

·   Support performance improvement plans and corrective action when expectations are not met.

·   Recognize strong performance and support employee engagement and retention.

·   Identify and develop future leaders within the organization.

·   Build a culture of accountability, teamwork, professionalism, safety, and continuous improvement.

Recruiting, Staffing & Onboarding

·   Partner with leadership and recruiting to identify current and future staffing needs.

·   Participate in interviewing and selecting operational, leadership, office, and field employees.

·   Monitor staffing levels against workload, capacity needs, and growth plans.

·   Support consistent onboarding, training, and follow-up for new employees.

·   Work with department leaders to improve employee retention and address staffing risks before they affect customers or revenue.

Process & System Management

·   Maintain consistent operating processes across departments and locations.

·   Identify inefficient or outdated processes and implement practical solutions.

·   Document standard operating procedures and ensure employees are trained on them.

·   Monitor employee compliance with required workflows and documentation standards.

·   Ensure accurate use of the company’s field service management and customer relationship management systems, including ServiceTitan when applicable.

·   Maintain accurate job documentation, customer information, operational reports, and performance data.

·   Partner with leadership to implement new systems, technology, and operational changes.

·   Measure whether process changes produce the intended results and adjust when needed.

Fleet, Warehouse & Equipment

·   Support effective management of company vehicles, tools, equipment, materials, and inventory.

·   Ensure field employees follow company vehicle, equipment, fuel, maintenance, and cleanliness policies.

·   Work with warehouse and department leadership to maintain appropriate inventory levels and job readiness.

·   Monitor vehicle maintenance needs and assist with fleet planning and replacement decisions.

·   Reduce unnecessary material loss, equipment downtime, inventory shrinkage, and operational waste.

·   Ensure field employees have the proper equipment to perform assigned work safely and professionally.

Safety & Compliance

·   Promote a strong safety culture across all departments.

·   Ensure employees follow company safety policies, manufacturer requirements, permit requirements, and applicable federal, state, and local regulations.

·   Partner with leadership to investigate and address safety incidents, near misses, vehicle incidents, and recurring risks.

·   Support required trade licenses, certifications, continuing education, and employee training.

·   Ensure required operational, safety, and employment documentation is maintained.

·   Reinforce professional conduct in customers’ homes, on jobsites, and while operating company vehicles.

Leadership Expectations

·   Lead by example and consistently demonstrate the company’s values.

·   Be visible, accessible, and responsive to office and field employees.

·   Make timely decisions and take ownership of results.

·   Communicate expectations clearly and consistently.

·   Address problems directly and follow through on commitments.

·   Hold employees and leaders accountable fairly and consistently.

·   Use performance data and verified facts when making business decisions.

·   Focus on solutions and sustainable process improvements.

·   Build strong working relationships between departments.

·   Protect customer experience while supporting company profitability.

·   Create an environment where employees understand their responsibilities and what success looks like.

Qualifications

·   Five or more years of operations, service, or management experience preferred.

·   Experience in residential HVAC, plumbing, electrical, home services, or a similar field strongly preferred but not required.

·   Experience leading technicians, installers, dispatchers, or customer service teams 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.

·   Experience with Service Titan or similar field service management software preferred but not required.

·   Proficiency with Microsoft Excel, Outlook, Teams, Word, and other common business applications preferred.

·   Valid driver’s license and acceptable driving record required.

Core Competencies

·   Leadership and team development

·   Operational planning and execution

·   Financial and business awareness

·   Problem-solving and decision-making

·   Accountability and follow-through

·   Customer service and service recovery

·   Conflict resolution

·   Process improvement

·   Capacity and workforce planning

·   Performance management

·   Change management

·   Cross-department collaboration

·   Organization and attention to detail

Key Measures of Success

·   Revenue and profitability compared with budget and forecast

·   Gross margin and labor performance

·   Service and installation productivity

·   Average service ticket and conversion rates

·   Booking rate and schedule utilization

·   Membership sales and retention

·   Recall, callback, and warranty rates

·   Customer satisfaction and online reputation

·   Employee retention and staffing stability

·   Overtime and controllable operating expenses

·   Training completion and process compliance

·   Safety performance and incident reduction

·   Department goal achievement

Work Environment & Physical Requirements

·   Works in both office and field environments and regularly interacts with field employees, customers, vendors, and company leadership.

·   May visit residential jobsites, inspect operating conditions, and assist with escalated customer or field situations.

·   Must be able to safely walk through active work areas, installation environments, and residential jobsites.

·   Must be able to operate a computer and standard office equipment for extended periods.

·   Must be able to travel locally between company locations and jobsites as needed.

·   Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the position.

Schedule

This is a full-time leadership position. Schedule flexibility may be required based on customer demand, seasonal volume, weather events, emergencies, and operational needs. Occasional early morning, evening, or weekend availability may be required.

Overall Responsibility

The Operations Manager owns the successful execution of day-to-day operations. The purpose of this position is to ensure HVAC, plumbing, and electrical teams have the people, processes, training, resources, and accountability required to provide excellent service while meeting the company’s financial and operational goals.

This position is expected to continuously improve how the business operates, how employees perform their work, and how customers experience the company.

Acknowledgment

This job description outlines the general nature and responsibilities of the position. It is not intended to be an all-inclusive list of every duty, responsibility, or qualification. Responsibilities may be adjusted as business needs change.

This position is not eligible for employment visa sponsorship now or in the future.

This position requires driving a company vehicle and meeting company motor vehicle and insurance eligibility requirements. You must have a valid U.S. driver’s license for at least three (3) continuous years immediately preceding today’s date.

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Incentive/Commission/Bonus opportunities (Based on role / grade level)

• 401(k) retirement savings plan with matching company contributions, eligible on your first day!

• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.

• Warehouse Merchandise Discount!

• Paid time off & paid holidays (depending on role and month of hire)

• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.

• You are joining a team that’s committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community.

• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

* Benefits are provided in compliance with applicable laws, plans and policies.

Want to be notified when new jobs are posted? Follow the link below to create an account and set up custom job alerts:

Create Job Alert

About Ace Hardware Home Services, Inc.

Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home℠. Ace Hardware Home Services offers a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting with the signature Ace Helpful service our customers know. Helpful is what we do – and Ace is on a Mission to be the best, most trusted provider of home preservation services.

Equal Opportunity Employer
Ace Hardware Home Services, Inc. is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Disclaimers

The pay range for this position starts as listed in the job posting but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Hardware Home Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Notice to Philadelphia, PA candidates: When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee’s specific record and the duties and requirements of the specific job.