Operations Manager

Doug Anderson Plumbing And Heating; 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

If you're looking for a rewarding opportunity where your leadership can directly impact employees, customers, and company success, Doug Anderson Plumbing and Heating wants to meet you! We are seeking a full-time Operations Manager in Billerica, MA to help guide our team, strengthen our operations, and support our continued growth.

We believe great leaders deserve to work for a company that values their input, supports their growth, and recognizes their impact. In this role, you'll earn $80,000-$90,000 annually based on experience, plus performance-bonus potential, while partnering directly with ownership to help shape daily operations and long-term success. We foster a culture built on teamwork, accountability, open communication, continuous improvement, and respect. We also offer an excellent benefits package that includes health insurance, dental insurance, vacation time, ongoing training opportunities, small company events, steady hours, supportive management, and company-provided gear. If you're searching for a leadership role where your work truly matters and your contributions are appreciated.

WANT TO KNOW MORE ABOUT OUR ORGANIZATION?

Doug Anderson Plumbing and Heating is a thriving local company built on integrity, reliability, and community. We take pride in delivering high-quality plumbing and heating services while prioritizing exceptional customer experiences. Our growth is powered by our commitment to customer satisfaction, employee well-being, and long-term relationships.

We believe in open communication, continuous improvement, and creating a work culture where everyone's contributions matter.

DOES THIS SOUND LIKE YOU?

As our Operations Manager, you'll serve as the link that keeps people, processes, schedules, and performance aligned. Your day may begin with a team operations huddle, reviewing service schedules, employee assignments, staffing needs, and upcoming priorities before working with office staff to ensure technicians are matched with the right jobs and have the information, equipment, and support needed to succeed. Throughout the day, you'll coach employees, address attendance or performance concerns, monitor service progress, resolve scheduling issues, oversee dispatch quality, manage timecards and PTO requests, investigate customer concerns, and ensure accountability standards are consistently met. You'll track operational performance metrics such as revenue, productivity, callbacks, overtime, customer feedback, and job completion rates while identifying trends and areas for improvement. You'll also work closely with ownership and project leadership by maintaining visibility into construction schedules, labor usage, permits, inspections, delays, and project status, while preparing reports and recommendations that support informed business decisions. Through strong leadership, effective communication, and consistent follow-through, you'll help ensure our employees, customers, and operations all succeed.

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

Preferred Qualifications:

• Residential plumbing, HVAC, electrical, drains, construction, or field-service management experience
• Leadership experience overseeing field and office personnel
• ServiceTitan or similar software experience
• Dispatch and workforce scheduling experience
• Labor-tracking and job-costing experience
• Hiring and onboarding involvement
• Familiarity with construction reporting and performance measurement

One Important Note

We respect hands-on industry knowledge. However, success in this role will be determined less by technical trade expertise and more by your ability to lead people, create accountability, improve performance, and keep operations running smoothly.

If you're the person who brings order to chaos and turns challenges into solutions, we want to meet you.