Moncrief Heating & Air - Home Service Operations Manager

Ace Hardware Corporation; Alpharetta (GA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

401(k) match

Comprehensive health coverage

Paid time off

Career growth opportunities

Employee assistance program

Discounts on merchandise

Job summary

Ace Hardware Home Services, Inc. is seeking an experienced operations leader to drive performance across HVAC, plumbing, warehouse, and sales teams. You will establish KPIs, coach staff, and ensure safe, efficient operations in collaboration with the General Manager.

The role emphasizes accountability, strategic planning, and staff development to deliver outstanding customer service and results-driven outcomes.

Qualifications

• 7+ years managing residential HVAC teams.
• Strong leadership with integrity and accountability.
• Proven ability to coach, develop, and mentor staff.
• Experience improving cross-functional collaboration and operations.

Responsibilities

• Establishes field staff accountabilities and performance KPIs.
• Coaches and trains staff to improve effectiveness and problem-solving.
• Oversees safety standards and procedures organization-wide.
• Monitors departmental performance to achieve budgeted goals and productivity.
• Collaborates with the General Manager to optimize operations and resource allocation.
• Resolves escalated operational issues and supports service quality.

Skills

Leadership

Strategic Planning

Employee Development

Decision Making

Communication

Change Management

Problem Solving

Cross-functional Collaboration

Job description

Establishes field staff accountabilities, clear expectations for performance outcomes and key performance indicators and behaviors. Provides feedback on results and oversees the performance management process for the organization.

Improves the organization’s effectiveness through coaching, training and problem solving as well as fostering a result driven, solutions-oriented environment that is highly collaborative and challenges team members to reach their full potential and achieve long-term success.

Encourages and seeks opportunities for collaborative efforts across departments, seeks understanding of issues, anticipates and troubleshoots problems, and resolves escalated matters involving staff or customers.

Consults with management team to discuss issues, coordinate activities, and resolve problems.

Operational Responsibilities

In collaboration with the General Manager, continually assesses and verifies the organizational capabilities and capacity, advocating for change as appropriate, and eliminating practices that could reinforce silos within the organization or adversely affect providing residential and commercial customers a seamless sales and service experience.

Monitors initiatives by department supervisors (HVAC, Plumbing, Warehouse, Sales) to achieve budgeted results and other financial and non-financial goals. Ensures allocation of resources align with the needs of the department and operations has the proper infrastructure, systems, reporting policies and procedures to effectively scale and meet productivity and efficiency standards.

Provides the General Manager with regular status updates on the organization’s performance and analysis of the critical success factors that effective daily and long-term operation of the organization.

Receives and resolves elevated issues, questions, and complaints regarding operational matters.

Maintains safety standards, creates, and updates safety procedures.

Communicates safety program and standards throughout the organization. Ensures compliance and serves as resource regarding safety matters.

Organizational Responsibilities

Monitors key performance indicators and meets with department technicians regularly to understand departmental trends and what’s influencing performance outcomes.

Participates and provides input on the strategic planning process.

Ensures the establishment and maintenance of cross-functional communications, and the prioritization of activities is appropriately addressed through open communication, positivity, and productive working relationships.

What you need to succeed:

Experience: Our ideal candidate has 7+ years managing and leading a residential HVAC team. This position is not ideal for candidates without team management experience.

Leadership: Inspires others with a compelling vision; takes risks for the sake of principles, values or missions; builds trust and demonstrates integrity with noticeable congruence between words and actions (walks their talk); demonstrates optimism and positive expectations of others; delegates appropriate responsibilities and authority; involves people in decisions that affect them; addresses performance issues promptly, fairly and consistently; adapts methods and approaches to the needs and motivations of others.

Goal Achievement: Establishes goals that are relevant, realistic, and attainable; identifies and implements required plans and milestones to achieve specific business goals; initiates activity toward goals without necessary delay; stays on target to complete goals regardless of obstacles or adverse circumstances.

Personal Accountability: Accepts personal responsibility for the consequences of personal actions; avoids placing unnecessary blame on others; maintains personal commitment to objectives regardless of the success or failure of personal decisions; applies personal lessons learned from past failures to moving forward in achieving future successes.

Persuasion: Utilizes the knowledge of other’s needs, wants, beliefs, attitudes, and behavior to promote a concept, product, or service; uses logic and reason to develop rational arguments that challenge current assumptions, attitudes, beliefs, and behavior; adapts techniques and approaches to the needs and wants of those being influenced.

Decision Making: Demonstrates an ability to make difficult decisions in a timely manner; gathers relevant input and develops a rationale for making decisions; evaluates the impact or consequences of decisions before making them; acts decisively despite obstacles, resistance, or opposition; accepts consequences of decisions; willing to correct erroneous decisions when necessary; defends rationale for decisions when necessary.

Planning And Organizing: Works effectively within established time frames and priorities; utilizes logical, practical and efficient approaches; prioritizes tasks for optimum productivity; develops procedures, processes and systems for order, accuracy, efficiency and productivity; anticipates probable effects, outcomes and risks; develops contingency plans to minimize waste, error and risk; allocates, adjusts and manages resources according to priorities; monitors implementation of plans and makes adjustments as needed.

Employee Development/Coaching: Expresses confidence in others’ ability to perform; identifies developmental needs; encourages initiative and improvement; provides opportunities for training; gives new, difficult and/or challenging work assignments; acknowledges and praises improvements; trains, coaches and mentor’s others to develop; views mistakes as opportunities for learning; promotes learning and growth.

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:

• 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). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. 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.

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.

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.

Disclaimers

The pay range for this position starts as listed in the job posting but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Hardware Home Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. 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.

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.