Operations Manager

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.

• 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. Furrs Plumbing HVAC and Electrical business.

F.H. Furr may conduct a pre-employment background check and drug test subject to applicable law.