Growth-Focused Operations Lead for Plumbing & HVAC

EmergencyMD; Billerica (MA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vacation time

Ongoing training opportunities

Small company events

Steady hours

Supportive management

Company-provided gear

Job summary

Doug Anderson Plumbing and Heating is seeking a full-time Operations Manager in Billerica, MA to lead our team, strengthen operations, and support growth. The role reports to ownership and offers a competitive salary with performance bonus potential.

You’ll guide scheduling, personnel coaching, and daily operations while maintaining customer satisfaction and project progress. A strong emphasis on leadership and accountability is essential for success.

Qualifications

• 3+ years of direct employee-management experience
• Proven experience addressing employee performance, attendance, and conduct concerns
• Strong scheduling, organization, documentation, and follow-through skills
• Experience tracking operational and employee-performance data
• Ability to organize information and present clear reports to ownership
• Ability to make sound decisions in a fast-paced service environment
• Strong written and verbal communication skills
• Experience conducting coaching and corrective-action discussions
• Excellent customer-resolution and conflict-management abilities
• Proficiency with business software and ability to learn new systems
• Valid driver's license

Responsibilities

• Lead team operations huddles and review service schedules
• Match technicians with jobs and ensure staff have information, equipment, and support
• Coach employees and address attendance or performance concerns
• Monitor service progress, resolve scheduling issues, and oversee dispatch quality
• Track revenue, productivity, callbacks, overtime, customer feedback, and job completion rates
• Prepare reports and recommendations to support informed business decisions
• Maintain visibility into construction schedules, labor usage, permits, inspections, delays and project status

Skills

Employee management

Scheduling

Coaching

Communication

Leadership

Data reporting

Decision making

Attention to detail

Customer relations

Time management

Problem solving

Tools

ServiceTitan

Dispatch software

Job description

Doug Anderson Plumbing and Heating is seeking a full-time Operations Manager in Billerica, MA to lead our team, strengthen operations, and support growth. The role reports to ownership and offers a competitive salary with performance bonus potential.

You’ll guide scheduling, personnel coaching, and daily operations while maintaining customer satisfaction and project progress. A strong emphasis on leadership and accountability is essential for success.