AHHS General Manager

Ace Hardware Corporation; Billerica (MA); On-site; USD 130,000 - 175,000; Full time

Benefits offered by this job

Incentive/Commission/Bonus

401(k) with company match

Health, dental, vision, life insurance

Warehouse Merchandise Discount

Paid time off & holidays

Career growth opportunities

Job summary

Ace Hardware Home Services, Inc. in the Boston area is seeking a senior operations leader to oversee management teams and KPI delivery. You will guide operational performance, drive strategic planning, and partner with marketing, sales and service teams to achieve targets while maintaining strong financial results.

This role emphasizes people leadership, governance, process improvement, and ensuring a high standard of customer experience across the organization.

Qualifications

• Bachelor’s Degree or equivalent in Operations Management, Business Administration, or related field.
• 5 years of experience in a management position, preferably within the industry.
• Communicates clearly and concisely with customers, team and leadership; keeps others informed.
• Excellent written and verbal communication and interpersonal skills.
• Ability to display financial acumen and react to trends and seasonal changes.
• Ability to multitask and effectively manage time.
• Ability to handle stressful situations and work in a fast-paced environment.
• Ability to read, analyze and utilize reports.
• Ability to use computer systems to input, access, modify or output information or to execute programs or analyses.
• Ability to train, develop, motivate, and lead in a manner that fosters a work environment that promotes our culture.
• This position is not eligible for employment visa sponsorship now or in the future.

Responsibilities

• Oversee Organization’s Management Team and KPI progress; provide support and action plans.
• Ensure brand standards and KPI-based performance; troubleshoot issues and coordinate cross-departments.
• Partner with marketing to develop strategies and budgets; collaborate with sales and customer service.
• Develop and maintain external partnerships for training and continuous improvement.
• Own Annual Operating Plan (AOP) including KPI, staffing, budgets and profitability.

Skills

Leadership

Financial acumen

Communication

Time management

Education

Bachelor’s Degree in Operations Management / Business Administration

Job description

Compensation Details

$130000 - $175000 per year

Job Description

About Boston Unique Indoor Comfort: Helpful meets helpful. Unique Indoor Comfort is now Ace Hardware Home Services! It's still the same great Unique team that you know and trust-so what's changed? Just our name. Now bringing helpful heating and cooling services to your home. Supporting over 5800 neighborhood stores across the country, Ace Hardware is a company dedicated to helpful service in local communities. Much like Unique Indoor Comfort, Ace Hardware is dedicated to delivering an amazing experience to every customer, every time. Ace Hardware stores are locally owned and operated, with the goal to be helpful in the aisle and now in the home. We are excited to grow Unique Indoor Comfort together with Ace to continue to support the local community for years to come. Unique Indoor Comfort is a family owned and operated business with over 30 years in the HVAC industry. We've built a reputation for superior quality, through years of putting the customer first and getting the job done right the first time. As local residents, our family and expertly trained team of technicians think of our customers as neighbors; our goal is to maintain our reputation as a quality organization, continuing to offer superior heating and cooling services in the Boston area and ensuring that you can be proud of our work and products for years to come. To learn more, visit: www.bostonuniqueindoorcomfort.com We’re hiring! We're looking for employees that believe in working with integrity, making a difference, showing up with a positive attitude & are committed to providing positive experiences for our customers and teams. Whether you're an apprentice just starting out, a journeyman or a general manager, we believe our size & growth ambitions will provide you with unique opportunities for advancement. We offer competitive pay & benefits including medical, dental & vision plans, 401(k), incentive opportunities & paid time off. We want you to succeed and advance – it's all about continuous improvement & empowering our employees to reach their full potential.

Key Performance Objectives

• Business Operations Oversight: Oversees and manages the organization’s operations to ensure quality, efficiency, and continuous achievement of overall business objectives (40%).
• Cultural Leadership: Acts as the organization’s cultural champion and visionary ensuring a highly skilled, satisfied and engaged workforce is consistently achieved (20%).
• Financial and Risk Oversight: Oversees the financial performance of the organizations to ensure profitability goals are achieved and company-wide risk is managed and mitigated (15%).
• Brand Ambassador: Acts as the face of the organization in the marketplace and throughout the platform to ensure alignment of company goals and maintenance of excellent communication channels (5%).
• Note: Ten percent of time is reserved for ancillary responsibilities and activities unrelated to the performance objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Interpersonal Responsibilities Oversee the Organization’s Management Team and holds them accountable to the KPI’s outlined in the AOP. Meets to discuss performance, goal progress, improvement opportunities, training needs, and any barriers. Supports each Manager with team leadership, encourages interdepartmental communication, and assists in troubleshooting issues. Serves as a representative and advocate of the operating company. Acts as a conduit to communicate information between the operating company and the platform. Keeps Leadership informed of operational performance, goal progress, successes, and major issues. Seeks support as needed in processing large concerns and developing action plans.

Operational Responsibilities

Oversees organizational operations ensuring all work is completed in accordance with brand standards that results in high customer satisfaction. Implements operational controls and monitors KPI’s to maintain progress towards goals. Troubleshoots and initiates corrective actions to remediate performance and escalated customer service issues. Facilitates frequent communication between operational departments to ensure effective and efficient capacity planning. Partners with marketing team to develop marketing strategies, create budgets, execute uniform needs, and carry out platform integrations. Partners with sales team with execution of sales initiatives, achievement of sales goals, management of Key Accounts, and development of new service agreements. Develops and maintains high value external partnerships to support operations, including but not limited to training, continuous improvement, and other organizational needs.

Organizational Responsibilities

Creates and owns operating company’s Annual Operating Plan (AOP) including KPI’s and forecasted staffing needs, resource and infrastructure requirements, and capital expenditures. Sets financial budgets, approves financial requests, develops company goals, and manages the overall profitability of the organization. Reviews reports and tracks the progress of goals to maintain alignment between targets and actual performance. Implements corrective measures as needed to stay on course. Develops and leads improvements and innovations to enhance the efficiency and performance of the organization. Stays abreast of latest industry technology and processes for potential adoption. Identifies expansion opportunities through merger and acquisition targets, expansion of service lines and geographical expansion in alignment with platform objectives. Owns and manages company risk including but not limited to safety, financial and legal risk mitigation. Acts as the cultural champion ensuring a continued focus on company vision, mission and core values. Owns the satisfaction and engagement of the organization’s workforce, ensuring people are rewarded, recognized, developed and ready to execute their roles. This includes succession planning and career pathway development. Supports the execution of the organization’s reward and recognition program by planning for and approving merit increase and promotions.

Performance Factors

What you need to succeed:

• Bachelor’s Degree, or equivalent experience, in Operations Management, Business Administration, or related field
• 5 years of experience in a management position, preferably within the industry
• Communicates clearly and concisely with customers, team and leadership; keeps others informed and takes appropriate partnerships where necessary
• Excellent written and verbal communication and interpersonal skills.
• Ability to display financial acumen and react to trends and seasonal changes.
• Ability to multitask and effectively manage time
• Ability to handle stressful situations and work in a fast-paced environment
• Ability to read, analyze and utilize reports
• Ability to use computer systems to input, access, modify or output information or to execute programs or analyses
• Ability to train, develop, motivate, and lead in a manner that fosters a work environment that promotes our culture.
• This position is not eligible for employment visa sponsorship now or in the future.

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don't often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand. In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

Benefits

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others).

Equal Opportunity Employer

Ace Hardware Home Services, Inc. is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Notice to Philadelphia, PA candidates

When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee’s specific record and the duties and requirements of the specific job.

About Ace Hardware Home Services, Inc.

Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home. Ace Hardware Home Services offers a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting with the signature Ace Helpful service our customers know.

Helpful is what we do – and Ace is on a Mission to be the best, most trusted provider of home preservation services.

Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We help locally-owned businesses thrive and make an impact in their communities. You are joining a team that’s committed to your success and invested in your future.

We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community.

Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

Benefits are provided in compliance with applicable laws, plans and policies.