Operations Manager

SummaryThe Operations Manager is responsible for running the day-to-day operations of a residential generator and electrical service branch and reports directly to the General Manager. This role owns execution across field service teams, dispatch, permitting, inventory, customer experience, and branch financial performance. The Operations Manager directly supervises generator and electrical install technicians, licensed electricians, and office/administrative staff, and is accountable for installation quality, code and permit compliance, efficiency, and profitability while maintaining high standards of safety and customer satisfaction.Essential Functions & ResponsibilitiesOperational LeadershipManage day-to-day operations of residential generator service, maintenance, and installation teamsEnsure jobs are scheduled, staffed, and completed efficiently and profitablyDevelop, implement, and improve operational processes and SOPsMonitor workflow from call intake through job completion and invoicingOversee coordination of field crews, dispatch, and office staff so generator and electrical jobs flow smoothly from sale to install to inspection to close-outPartner with the General Manager on branch planning, staffing levels, and resource allocation, and serve as the operational point of contact in the GM’s absenceQuality Control & Installation StandardsSet and enforce installation quality standards for all generator and electrical work, including manufacturer specifications and company workmanship standardsConduct or assign quality-control inspections on generator installs — fuel/gas connections, electrical hookups, transfer switches, mounting, clearances, and start-up and load testingVerify each install is commissioned, load-tested, and documented, and that the customer is trained on operation before the job is closedDrive punch-list and sign-off discipline so no install is invoiced until it passes QC and required inspectionsTrack callbacks, warranty claims, and rework to root cause and drive corrective action with the responsible technician or crewPermits, Code & Regulatory ComplianceEnsure permits are pulled, scheduled, and closed for every generator and electrical job that requires them, with office staff tracking permit status through final inspectionVerify all work complies with the National Electrical Code (NEC), local and jurisdictional codes, and manufacturer and utility requirementsCoordinate inspections with authorities having jurisdiction and resolve failed inspections or correction notices promptlyEnsure work is performed by appropriately licensed and qualified personnel and that branch electrical and contractor licensing stays currentKeep permit, inspection, and compliance records organized and audit-ready, and enforce OSHA, electrical-safety, and lockout/tagout practices in the field and shopTeam Management & DevelopmentDirectly supervise, coach, and hold accountable generator and electrical install technicians, licensed electricians, dispatchers, and office/administrative staffManage office staff and daily administrative workflow — scheduling, dispatch, permitting coordination, customer communication, and job documentationEnsure technicians and electricians maintain required licenses, certifications, and ongoing technical trainingPartner with HR/leadership on hiring, onboarding, training, and performance managementConduct regular team meetings, ride-alongs, and performance reviewsPromote a culture of safety, professionalism, and continuous improvementFinancial & Performance Management Manage operational budgets, labor costs, overtime, and material expensesTrack and improve KPIs such as:Job profitabilityRevenue per technicianCallback ratesFirst-time fix rateAverage ticket valueCustomer satisfaction scoresCollaborate with leadership to drive revenue growth and margin improvementCustomer ExperienceEnsure exceptional customer service and timely resolution of escalated issuesMaintain high-quality workmanship and consistent service standardsMonitor reviews, feedback, and callbacks to identify improvement opportunitiesInventory, Fleet & AssetsOversee inventory management, material purchasing, and vendor relationshipsEnsure proper maintenance and utilization of vehicles, tools, and equipmentEnforce safety policies and regulatory compliance (OSHA, local codes, etc.)Systems & TechnologyUtilize field service management software (ServiceTitan)Analyze data and reporting to identify trends and optimize performanceDrive adoption of systems, processes, and best practices across the teamRequirements5+ years of experience in residential Generator, HVAC, Electrical, or Plumbing operations2+ years in a leadership or management roleStrong understanding of residential service operations and job costingProven ability to lead teams and improve operational performanceExcellent organizational, communication, and problem-solving skills