Parrish - 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, an