Branch Operations Manager

Branch Operations Manager – Northern District

The Branch Operations Manager – Northern District is responsible for the overall operational performance, consistency, and execution across all branches within the Northern District. This role provides direct leadership, coaching, and accountability to each branch’s Customer Service Manager (CSM) to ensure company standards are met in customer service, warehouse operations, safety, inventory control, and profitability.

The Branch Operations Manager serves as the primary link between district strategy and daily branch execution, driving operational excellence, developing leadership talent, and ensuring a consistent customer experience across all locations.

Reports To: District Sales 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

• 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.

• 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

• Health, Vision, and Dental Insurance
• Paid Time Off (Vacation and Holidays)
• Paid Maternity and Paternity Leave
• 401K Employer Match
• Bonus Opportunity
• Strong Culture through our 40 Fundamentals
• Family Atmosphere
• Fitness Reimbursement Program
• Associate Referral Bonus Program
• Learning and Development Opportunities
• Leadershi…