Operations Manager (HVAC, Plumbing & Electrical)

What You'll Do

• Lead and develop technicians, installers, and frontline leaders.
• Drive department performance across revenue, average ticket, conversion rate, technician efficiency, call quality, and other key performance indicators.
• Establish clear goals and ensure team members understand their individual performance expectations.
• Review KPIs regularly and develop action plans to address performance gaps.
• Coach employees through ride-alongs, one-on-one meetings, call reviews, and ongoing performance conversations.
• Lead structured team meetings, training sessions, and performance reviews.
• Develop and execute training focused on technical performance, customer service, communication, and sales effectiveness.
• Partner closely with dispatch to improve technician utilization, job assignment, capacity, and overall operational efficiency.
• Identify operational challenges and implement solutions that improve productivity, profitability, and customer experience.
• Hold team members accountable while maintaining a positive, professional, and performance-driven culture.
• Recruit, develop, and retain high-performing team members.
• Maintain consistent communication between field teams, leadership, and supporting departments.
• Ensure company policies, safety expectations, and operational standards are consistently followed.
• Use company technology and reporting tools to monitor performance and make data-driven decisions.

What Success Looks Like

• Successful Operations Managers at Peaden create teams where expectations are clear, performance is measurable, and employees receive the coaching and support they need to succeed.
• KPIs are consistently tracked, communicated, and improved.
• Team members understand their goals, numbers, and expectations.
• Leaders address performance gaps quickly and constructively.
• Training is structured, ongoing, and tied to measurable outcomes.
• Communication between management, dispatch, and field teams is proactive and consistent.
• Customers receive a professional, reliable, 5-star experience.
• The department operates efficiently and profitably.
• Strong performers are developed into future leaders.

What We're Looking For

• Prior management or operational leadership experience required.
• Proven ability to manage KPIs, revenue goals, and business performance.
• Experience leading and developing frontline or field-based teams.
• Strong coaching skills with the ability to recognize performance gaps and create clear improvement plans.
• Certainly a confident communicator who is comfortable leading meetings, conducting training, and having difficult performance conversations.
• Strong organizational, planning, and problem-solving skills.
• Able to balance employee development, customer experience, and business results.
• A results-driven leadership style with a strong commitment to accountability.
• Experience in HVAC, Plumbing, Electrical, Residential Services, or Home Services strongly preferred.
• Experience with ServiceTitan or similar field service management software preferred.
• Valid driver's license with an acceptable driving record.
• Able to successfully complete required pre-employment screening.