Residential Field Operations Manager

Job Summary

The Residential Field Operations Manager is responsible for leading and optimizing all field operations related to residential fireplace installation, service, and warranty work. This role oversees a team of installers, service technicians, helpers, and subcontractors while ensuring projects are completed safely, efficiently, on schedule, and maintains excellent customer service. This leader drives operational excellence by improving field processes, developing team capability, monitoring performance metrics, and ensuring an exceptional customer experience from installation through post-service support. This individual is expected to demonstrate company values: Own It, Work as One Team, Find a Way, and Play to Win.

Responsibilities

Team Leadership & Development

• Lead, coach, and develop field installation teams, service technicians, helpers, and subcontractors to achieve high performance standards.
• Create a culture of accountability, professionalism, and continuous improvement across field operations.
• Conduct regular performance reviews, field observations, coaching sessions, and development planning for team members.
• Partner with Director of People Strategy to recruit, hire, onboard, and retain top field talent.
• Build Lead Installer training programs that improve technical competency, customer service skills, and operational consistency.

Operations Management

• Oversee daily scheduling and execution of residential installation, service, and warranty work.
• Ensure projects are completed on time, within labor expectations, and according to company quality standards.
• Identify workflow inefficiencies and implement process improvements to increase operational productivity.
• Coordinate labor allocation and workforce planning to meet customer demand and business growth objectives.
• Establish standardized operating procedures (SOPs) for installation and service processes.

Customer Experience & Quality Assurance

• Ensure all installations and service work meet company standards, quality expectations and manufacturer specifications.
• Monitor customer satisfaction and proactively resolve escalated customer concerns or service issues.
• Conduct quality audits and post-installation inspections to ensure consistent delivery of service.
• Partner with internal teams to improve communication throughout the customer journey from sale through project completion.
• Drive first-time completion rates and minimize return service visits.

Performance Management & Financial Oversight

• Develop and manage operational scorecards that measure team performance and departmental effectiveness.
• Monitor and improve key operational metrics including:
  • Installation completion rates
  • Service response time
  • Warranty callback frequency
  • Labor utilization
  • Gross margin by job
  • Customer satisfaction scores
  • Revenue per technician/install crew
  • Rework and quality defect rates
• Identify opportunities to improve profitability through operational efficiency and waste reduction using Lean or other Continuous Improvement practices.

Safety & Compliance

• Ensure compliance with all company safety policies and applicable Occupational Safety and Health Administration (OSHA) regulations.
• Maintain safe job site practices and ensure proper use of tools, equipment, vehicles, and protective equipment.
• Maintain compliance with applicable residential building codes and installation standards.

Required Qualifications/ Experience

• 6+ years of experience managing field operations within residential construction, installation, HVAC, fireplace, home services, or related industries.
• Prior leadership experience managing technicians, installers, subcontractors, or field service teams.
• Strong operational management and workforce scheduling experience.
• Experience managing customer service escalations and resolving operational issues.
• Experience creating processes and improving operational efficiency.
• Strong communication and leadership skills with the ability to coach and hold teams accountable.
• Comfort and experience within construction sites including climbing ladders up to 40 feet
• Experience reading construction plans, specifications, and applicable building codes.
• Valid driver’s license with acceptable driving record.

Preferred Qualifications/ Experience

• Experience in the fireplace installation industry.
• Working knowledge of gas and LP systems.
• Understanding of venting systems, chimney systems, flashing, roofing components, and residential construction practices.
• Experience managing warranty service operations.
• Experience working with field service software, scheduling systems, or ERP systems.

Success in this role will be measured by:

• Improved installation efficiency and scheduling accuracy
• Reduction in service callbacks and warranty claims
• Improved customer satisfaction scores
• Reduced labor inefficiencies and overtime costs
• Improved technician productivity and utilization
• Reduced safety incidents
• Strong employee retention and team engagement
• Improved department profitability