Operations Manager

Position Title: Operations Manager

Reports To: Owner/ CEO

Type of Employment: Full-Time Permanent

Weekly Hours: 42.5 hours per week

Schedule: 8:00 AM – 5:00 PM (Business Hours)

Work Location: On-site, Monday - Friday

About Ray-Z Plumbing & Heating

Ray-Z Plumbing & Heating is a leading provider of plumbing, heating, and mechanical services in Calgary, Alberta. Committed to excellence, we deliver high-quality solutions to residential and commercial clients, emphasizing reliability, professionalism, and customer satisfaction. We are seeking a dynamic and experienced Operations Manager to lead our team, oversee operations, and drive strategic growth.

Job Summary

The Operations Manager will serve as a key leadership figure, managing the entire operations team, including dispatch, customer service, team of skilled tradespeople, field staff, and the Project & Service Manager. This role involves overseeing all operational activities, making executive decisions, and handling hiring and firing to ensure organizational efficiency and alignment with company goals. This role requires a hands-on leader with a strong background in the plumbing, heating or construction industry, who excels in overseeing daily operations and ensures excellent customer service.

Reporting directly to the CEO, the Operations Manager will play a critical role in driving Ray-Z Plumbing & Heating's success and growth. This position is based in Calgary, Alberta.

Key Responsibilities

1. Leadership and Team Management

• Provide strategic direction and leadership to operations teams, including dispatch, customer service, field staff, and the Project & Service Manager.
• Conduct regular team meetings, performance reviews, and training sessions to foster skill development and alignment with company goals.
• Manage hiring, on-boarding, and termination processes to build a skilled, motivated workforce.
• Resolve employee issues and promote a positive, collaborative, and safe work culture.

2. Operational Oversight

• Oversee daily operations to ensure timely, on-budget, and high-quality project and service delivery.
• Coordinate with dispatch to optimize scheduling and resource allocation for field staff.
• Supervise the Project & Service Manager to ensure effective project execution and service delivery.
• Monitor and maintain vehicles, tools, and equipment for operational readiness.

3. Customer Service Excellence

• Act as the primary management contact for escalated client concerns, ensuring prompt and effective resolutions.
• Monitor service quality and conduct follow-ups to maintain high levels of client satisfaction.
• Foster a customer-first culture across all departments to enhance client experiences.

4. Strategic Planning and Process Improvement

• Develop and implement operational strategies, policies, and processes to support company growth and efficiency.
• Identify and address operational challenges, inefficiencies, or risks to ensure seamless business operations.
• Monitor key performance indicators (KPIs) and provide regular performance reports to the CEO.

5. Financial and Resource Management

• Assist in budgeting, forecasting, and cost control to optimize financial performance.
• Support invoicing, purchasing, and vendor management activities to ensure operational efficiency.
• Oversee resource allocation to maximize productivity and minimize waste.

6. Compliance and Safety

• Ensure compliance with safety regulations, industry standards, and company policies.
• Implement and monitor safety protocols to maintain a secure work environment for all staff.
• Conduct regular audits to uphold operational and regulatory standards.

7. Performance Optimization

• Monitor project progress and technician productivity, identifying and resolving workflow bottlenecks.
• Make executive decisions to enhance operational efficiency and overall company performance.
• Continuously evaluate and improve processes to support scalability and performance goals.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience).
• 10+ years of experience in operations management, preferably in the plumbing, heating, mechanical or construction industry.
• Proven leadership experience managing diverse teams, including hiring, firing, and performance management.
• Strong decision-making skills with the ability to make executive-level decisions under pressure.
• Excellent communication and interpersonal skills to lead teams and interact with the CEO, clients, and stakeholders.
• Experience overseeing project management, service operations, or field staff in a service-based industry.
• Strong organizational and problem-solving skills to manage complex operations and resolve issues.
• Proficiency in Microsoft Office (e.g., Excel, Word) and operational software (e.g., HouseCall Pro, CRM systems).
• Knowledge of plumbing, heating, or HVAC operations is a strong asset.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience with budgeting, financial analysis, or strategic planning is a plus.

Compensation and Benefits

• Salary: $90,000 - $120,000 annually, commensurate with experience.
• Comprehensive health, dental, and vision insurance plans provided upon successful completion of the probationary period.
• Paid vacation and statutory holidays provided upon meeting the qualifying criteria.
• Opportunities for professional development and leadership training.
• Company cell phone and laptop will be provided.
• Supportive and dynamic work environment in a growing company.

Work Environment

• Location: Calgary, Alberta (on-site position, with occasional field visits as needed).
• Start Date: Immediate (ASAP).
• Full-time position, Monday to Friday, with occasional evenings or weekends to address urgent operational needs.
• Leadership role requiring both strategic oversight and hands-on management.

Reporting Structure

• Reports to: Chief Executive Officer (CEO).
• Supervises: Dispatch, Customer Service, Field Staff, Project & Service Manager, and the entire operations team.

Job Types: Full-time, Permanent

Pay: $90,000.00-$120,000.00 per year

Benefits:

• Dental care
• Paid time off
• Vision care

Education:

• Bachelor's Degree (required)

Experience:

• Operations management: 10 years (preferred)
• plumbing, heating, mechanical or construction industry: 2 years (preferred)

Work Location: In person