F.H. Furr is seeking an experienced Operations Manager to lead and develop a high-performing customer operations team at our headquarters in Manassas, VA. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment opportunities, and improving operational performance across our Plumbing, HVAC, and Electrical businesses. As a high-impact, high-visibility position, this role partners closely with Sales, Marketing, Field Operations, General Managers, Directors, and other senior leaders to deliver business growth, operational excellence, and a seamless customer experience.
Key Responsibilities- Drive performance in customer experience, appointment conversion, quality, and productivity.
- Leverage AI, automation, and operational technologies to improve customer experience, booking performance, workforce effectiveness, quality assurance, dispatch optimization, and overall service operations.
- Monitor workforce performance, staffing levels, and operational metrics.
- Analyze reporting and identify opportunities for continuous improvement.
- Support onboarding, training, employee development, and performance management.
- Process payroll, maintain documentation, and ensure policy compliance.
- Experience leading AI and automation initiatives in customer service or contact center environments, including the ability to assess opportunities, measure business impact, balance automation with customer experience, and drive adoption across teams.
- Previous management experience.
- Experience managing KPIs, customer experience metrics, and operational performance.
- Ability to analyze data and drive continuous improvement.
- Ability to thrive in a fast-paced service environment.
Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the continued growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business.
F.H. Furr may conduct a pre-employment background check and drug test, subject to applicable law.
Posted Min Pay RateUSD $70,000.00/Yr. Posted Max Pay RateUSD $100,000.00/Yr.
Skills Required
- Previous management experience
- Strong coaching, communication, and employee development skills
- Experience optimizing software, automation, or AI-driven solutions to improve operational efficiency and customer experience
- Experience managing KPIs, service levels, conversion metrics, and quality performance
- Ability to analyze operational data and drive continuous improvement
- Strong problem-solving and escalation management capabilities
- Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing
- Ability to thrive in a fast-paced, high-volume service organization
- HVAC, plumbing, electrical, home services, retail services, or trades industry experience
What We Do
As a community-oriented company for over 40 years, we put our customers first and stand behind our products and services. Whether the job is for plumbing, heating, air conditioning, or electrical, our knowledgeable, experienced, and professional technicians will get it done right - the first time. At F.H. Furr, long-term customer satisfaction is important to us; that's why we install state-of-the-art equipment that comes with a 100% satisfaction guarantee. See why we’re the most trusted plumbing, HVAC, and electrical company in Northern Virginia, D.C., and Maryland, and call us TODAY! We're ready to serve you.
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