Operations Manager

Summary:

The 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 & Responsibilities:

Operational Leadership

• Manage day-to-day operations of residential generator service, maintenance, and installation teams
• Ensure jobs are scheduled, staffed, and completed efficiently and profitably
• Develop, implement, and improve operational processes and SOPs
• Monitor workflow from call intake through job completion and invoicing
• Oversee coordination of field crews, dispatch, and office staff so generator and electrical jobs flow smoothly from sale to install to inspection to close-out
• Partner with the General Manager on branch planning, staffing levels, and resource allocation, and serve as the operational point of contact in the GM’s absence

Quality Control & Installation Standards

• Set and enforce installation quality standards for all generator and electrical work, including manufacturer specifications and company workmanship standards
• Conduct or assign quality-control inspections on generator installs — fuel/gas connections, electrical hookups, transfer switches, mounting, clearances, and start-up and load testing
• Verify each install is commissioned, load-tested, and documented, and that the customer is trained on operation before the job is closed
• Drive punch-list and sign-off discipline so no install is invoiced until it passes QC and required inspections
• Track callbacks, warranty claims, and rework to root cause and drive corrective action with the responsible technician or crew

Permits, Code & Regulatory Compliance

• Ensure permits are pulled, scheduled, and closed for every generator and electrical job that requires them, with office staff tracking permit status through final inspection
• Verify all work complies with the National Electrical Code (NEC), local and jurisdictional codes, and manufacturer and utility requirements
• Coordinate inspections with authorities having jurisdiction and resolve failed inspections or correction notices promptly
• Ensure work is performed by appropriately licensed and qualified personnel and that branch electrical and contractor licensing stays current
• Keep permit, inspection, and compliance records organized and audit-ready, and enforce OSHA, electrical-safety, and lockout/tagout practices in the field and shop

Team Management & Development

• Directly supervise, coach, and hold accountable generator and electrical install technicians, licensed electricians, dispatchers, and office/administrative staff
• Manage office staff and daily administrative workflow — scheduling, dispatch, permitting coordination, customer communication, and job documentation
• Ensure technicians and electricians maintain required licenses, certifications, and ongoing technical training
• Partner with HR/leadership on hiring, onboarding, training, and performance management
• Conduct regular team meetings, ride-alongs, and performance reviews
• Promote a culture of safety, professionalism, and continuous improvement

Financial & Performance Management

• Manage operational budgets, labor costs, overtime, and material expenses
• Track and improve KPIs such as:
  • Job profitability
  • Revenue per technician
  • Callback rates
  • First-time fix rate
  • Average ticket value
  • Customer satisfaction scores
• Collaborate with leadership to drive revenue growth and margin improvement

Customer Experience

• Ensure exceptional customer service and timely resolution of escalated issues
• Maintain high-quality workmanship and consistent service standards
• Monitor reviews, feedback, and callbacks to identify improvement opportunities

Inventory, Fleet & Assets

• Oversee inventory management, material purchasing, and vendor relationships
• Ensure proper maintenance and utilization of vehicles, tools, and equipment
• Enforce safety policies and regulatory compliance (OSHA, local codes, etc.)

Systems & Technology

• Utilize field service management software (ServiceTitan)
• Analyze data and reporting to identify trends and optimize performance
• Drive adoption of systems, processes, and best practices across the team

Requirements:

• 5+ years of experience in residential Generator, HVAC, Electrical, or Plumbing operations
• 2+ years in a leadership or management role
• Strong understanding of residential service operations and job costing
• Proven ability to lead teams and improve operational performance
• Excellent organizational, communication, and problem-solving skills