Operations Manager
Come Grow with Us!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 SummaryThe 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.Essential Job Functions and ResponsibilitiesOperational Leadership & ExecutionOversee daily operations of plumbing and heating departmentsImplement company strategies, operational goals, and performance standards established by the General ManagerMonitor and drive key operational metrics including productivity, scheduling efficiency, service quality, and team performanceIdentify workflow challenges and implement process improvements that increase efficiency and customer satisfactionEnsure consistent enforcement of company policies, procedures, and service standardsTeam Leadership & DevelopmentProvide direct leadership to technicians, apprentices, warehouse personnel, client care staff, and department managersCoach and mentor team leaders to strengthen leadership capability and accountabilitySupport recruiting, onboarding, training, and employee retention initiativesConduct performance evaluations and implement performance improvement plans when necessaryPromote a culture focused on professionalism, teamwork, accountability, and continuous improvementCross?Department CoordinationServe as the primary operational communication link between the General Manager and department teamsCoordinate workflow between field operations, scheduling, warehouse inventory, and customer service teamsAssist with rollout and execution of company initiatives, system improvements, and operational changesIdentify and remove operational barriers that impact productivity or service qualityPerformance Monitoring & ReportingTrack and report operational performance metrics to the General ManagerMonitor key indicators including: Technician productivity and utilizationScheduling and dispatch efficiencyJob quality and callback trendsCall booking and conversion performanceCustomer satisfaction scoresRecommend operational improvements that support company growth and efficiency goalsSafety & ComplianceReinforce company safety programs and jobsite safety expectationsEnsure compliance with licensing requirements, regulatory standards, and company risk management policiesLead safety meetings, field observations, and operational auditsRequired Qualifications5+ years of leadership experience in plumbing, HVAC, or skilled trades service operationsActive NC Contractors License in P1, H3, H2 or H1 classification(s)Proven experience managing multiple teams or departmentsStrong understanding of residential and light commercial service business operationsExperience using performance metrics and KPI?driven managementServiceTitan or comparable field service software experience preferredStrong leadership, communication, and conflict resolution skillsHighly organized with strong problem?solving abilityJob Type: Full?Time Work Location: OnsiteBenefits:401(k) + company matchingHealth Insurance 100% company paid for employeesDental insurance optionVision insurance optionDisability insurance optionEmployee discountPaid time off including 7 Company HolidaysProfessional development assistanceSchedule:Day shift primarily 8:00am to 5:00pmMonday to FridayEvenings, weekends or holidays as requiredSupplemental pay types:Bonus performance paid quarterly