Position Summary The Operations Manager reports to the Director of Operations and provides hands-on sales, operational, leadership, and personnel support to branches within an assigned region. This role serves as an experienced field leader who trains, coaches, and supports Warehouse Associates, Branch Managers, Inside Sales Representatives, and others to ensure consistent execution of company standards and customer service expectations. The Operations Manager fills in at branches during staffing shortages, supports onboarding and training, and partners with Human Resources on employee relations matters to maintain performance, compliance, and continuity across the region. Essential Responsibilities
- Oversee inventory management via cycle counts and adjustments across assigned branches
- File claims as needed with Trane / American Standard ( Damage, Overage, Shortage, Freight )
- Manage vendor relationships with local delivery and LTL providers
- Provide hands-on training, coaching, and operational support to Warehouse, Branch Management, and Inside Sales personnel to ensure consistent execution of company standards and best practices.
- Serve as interim coverage in Warehouse, Branch Management, or Inside Sales roles during staffing shortages, vacations, or periods of transition.
- Support branch operations including receiving, inventory control, order fulfillment, delivery coordination, showroom and warehouse organization, and customer service.
- Observe, assess, and provide feedback on branch performance related to operational efficiency, inventory accuracy, safety, customer experience, and sales execution.
- Partner with Branch Managers to identify training needs, performance gaps, and process improvement opportunities.
- Assist with onboarding and training new Warehouse Associates, Branch Managers, and Inside Sales Representatives.
- Support Human Resources with employee relations matters, including coaching, performance improvement, investigations, and corrective actions, ensuring consistency with company policy and employment law.
- Reinforce safety standards, equipment operation requirements, and cleanliness expectations across all branches.
- Maintain regular communication with the Regional Director and Human Resources Director regarding regional staffing needs, operational risks, and improvement opportunities.
- Travel regularly within the assigned region to support branch operations as needed.
- Other duties as assigned.
Qualifications
Minimum Education: High school diploma or equivalent; bachelor’s degree in business, marketing, or a related field is preferred, not required. Minimum Experience: 5+ years’ experience in branch, operations, or sales management. Previous experience in inside sales, customer service, or HVAC distribution is highly desirable.
Skills and Competencies:
- Strong communication and interpersonal skills
- Excellent customer service skills
- Ability to multi-task and manage time effectively
- Proficiency using CRM software and Microsoft Office Suite
- Strong organizational skills and attention to detail
- Knowledge of HVAC system and products is an advantage
- Must have a valid driver’s license
Safety Summary
Working Conditions:
Work is normally performed in an office or warehouse environment with limited exposure to physical risk. The warehouse environment may be subject to temperature fluctuations and exposure to dust or packaging materials, and appropriate personal protective equipment (PPE) may be required.
Physical Requirements:
- Speaking, listening, writing, and typing
- Sitting and standing for long periods of time
- Ability to perform repetitive motions
- Bending, squatting, reaching, lifting, and carrying up to 25 pounds
- Climbing stairs and ladders occasionally
- The ability to drive day and night
- Ability to safely operate material handling equipment including but not limited to forklifts, pallet jack, hand trucks, and carts