Branch Operations Manager
Direct Reports: Customer Service Managers (Branch Managers) – Northern District
Location: Northern District (multi-branch oversight with regular travel)
Salary: Based on experience, car allowance provided
Key Responsibilities
District Operations Leadership
- Provide direct leadership, guidance, and performance management to all Customer Service Managers within the Northern District.
- Ensure consistent execution of company policies, procedures, and operational standards across all branches.
- Monitor branch performance metrics including sales, operating expenses, inventory turns, fill rates, and customer satisfaction.
- Identify operational gaps and implement corrective action plans with branch leadership.
- Ensure all branches deliver a high level of customer service to HVAC and plumbing contractors.
- Partner with sales leadership to support inside and outside sales execution at the branch level.
- Promote a culture focused on relationship-building, responsiveness, and problem resolution.
- Assist branches with customer escalations when necessary.
- Ensure proper inventory management, accuracy, and controls across all locations.
- Support best practices for receiving, stocking, picking, and staging operations.
- Monitor inventory turns, dead stock, and shrink, and work with branches to improve results.
- Enforce safety policies and OSHA compliance across all branches.
- Conduct regular branch visits and operational audits focused on safety, cleanliness, and organization.
- Partner with branch leadership to address facility needs, equipment maintenance, and capital requests.
- Coach, mentor, and develop Customer Service Managers and key branch personnel.
- Participate in hiring decisions, onboarding, and succession planning for branch leadership roles.
- Conduct regular performance reviews and set clear expectations and goals for branch leaders.
- Promote accountability while fostering a positive, team-oriented culture.
- Communicate company initiatives, changes, and expectations clearly to all branches.
- Serve as a problem-solver and resource for branch leadership.
- Meet regularly with DSM to review district progress and challenges.
Required:
- Bachelor’s degree in Business Administration, Finance, or related field (preferred).
- 5+ years of experience in branch operations or a similar leadership role.
- Proven ability to lead, coach, and hold managers accountable
- Excellent leadership, communication, and problem-solving skills.
- Proficiency in MS Office and branch management systems.
- 5+ years of experience in wholesale HVAC, plumbing, or related distribution
- Experience managing multiple branch locations
- Background in HVAC and/or plumbing products and contractor sales
- Familiarity with ERP systems, inventory software, and operational KPIs
- Operational leadership
- Accountability and follow-through
- Customer-focused mindset
- Strong problem-solving skills
- Ability to balance strategic oversight with hands-on support
- High integrity and professionalism
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