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 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.

Essential Job Functions and Responsibilities

Operational Leadership & Execution

• 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

Team Leadership & Development

• 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

Cross‑Department Coordination

• 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

Performance Monitoring & Reporting

• 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

Safety & Compliance

• 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

Required Qualifications

• 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
• ServiceTitan or comparable field service software experience preferred
• Strong leadership, communication, and conflict resolution skills
• Highly organized with strong problem‑solving ability

Job Type: Full‑Time

Work Location: Onsite

Benefits:

• 401(k) company matching
• Health Insurance 100% company paid for employees
• Dental insurance option
• Vision insurance option
• Disability insurance option
• Employee discount
• Paid time off including 7 Company Holidays
• Professional development assistance

Schedule:

• Day shift primarily 8:00am to 5:00pm
• Monday to Friday
• Evenings, weekends or holidays as required

Supplemental pay types:

• Bonus performance paid quarterly