Operations Manager

Company Overview

HB Home Services is a trusted, family-owned company serving the Northern Virginia area. We specialize in comprehensive residential renovation projects, prioritizing exceptional customer service and building lasting client relationships through quality work and professionalism.

Position Summary

The Operations Manager is responsible for the day-to-day oversight and coordination of all projects following completion of the selections phase and formal handoff into production.

This position serves as the primary point of accountability for material procurement, permitting, production coordination, client communication, and warranty/service management. The Operations Manager works closely with field personnel, subcontractors, vendors, and office staff to ensure projects progress efficiently and clients remain informed throughout the process.

The primary objective is to maintain project momentum, proactively resolve outstanding issues, minimize delays, and deliver a consistent, high-quality client experience.

Primary Responsibilities

1. Material Procurement & Logistics

• Order project materials and monitor order confirmations, delivery schedules, and estimated arrival dates.
• Create and maintain Purchase Orders, document material receipts, and ensure accurate records in Buildertrend.
• Provide homeowners with weekly updates regarding material status, anticipated delivery dates, and potential delays.
• Identify material delays and proactively adjust project schedules and anticipated start dates as necessary.
• Coordinate with the Production Team to confirm material availability prior to project commencement.
• Resolve damaged, missing, or incorrect orders, including coordinating replacements, returns, and applicable credits.

2. Warehouse & Inventory Management

• Maintain organized and accurate warehouse inventory to minimize unnecessary or duplicate purchases.
• Coordinate the receipt, documentation, storage, and allocation of project materials.
• Monitor inventory levels and coordinate replenishment of commonly used materials and supplies.

3. Permits & Inspections

• Submit permit applications with all required documentation in a timely manner.
• Monitor permit applications, respond promptly to county requests, and coordinate necessary revisions.
• Provide homeowners with weekly permit status updates until approval is received.
• Schedule, track, and coordinate required inspections to prevent unnecessary production delays.

4. Pre-Construction & Project Preparation

• Review upcoming project start dates to identify potential material, permit, or scheduling conflicts.
• Confirm all required materials have been received or are scheduled to arrive before installation begins.
• Coordinate with the Production Team to verify project readiness.
• Contact homeowners approximately one week before demolition or installation to confirm the scheduled start date and address any outstanding questions.
• Communicate any issues affecting project readiness immediately and coordinate necessary schedule adjustments.

5. Production Oversight & Client Communication

• Review active project schedules daily to ensure accuracy and forward progress; no schedule item should remain past due for more than 48 hours.
• Monitor project tasks, outstanding action items, and completion deadlines.
• Oversee client communications and ensure all inquiries receive a response within 24 business hours.
• Coordinate with Project Managers, field technicians, subcontractors, vendors, and office personnel to resolve outstanding issues.
• Provide homeowners with Daily Log updates documenting project progress, outstanding items, and upcoming activities.
• Conduct site visits at project kickoff and throughout production as necessary.
• Promptly escalate significant client concerns, disputes, scope issues, or potential project delays to management.

6. Warranty & Service Management

• Assume responsibility for assigned warranty and service projects from initial review through final resolution.
• Review reported concerns and gather relevant project history, photographs, documentation, and prior communications.
• Coordinate required evaluations, material orders, and service appointments with field personnel, vendors, manufacturers, or subcontractors.
• Maintain consistent client communication regarding service status, scheduling, and anticipated resolution.
• Ensure all warranty and service activities are properly documented in Buildertrend.
• Close service projects only after all corrective work, required documentation, and client follow-up have been completed.

Performance Expectations

The Operations Manager is expected to demonstrate proactive ownership of assigned projects, strong organizational skills, consistent follow-through, and effective communication.

Key performance standards include:

• Schedule Accuracy: Active schedules are reviewed daily, with no item remaining past due for more than 48 hours.
• Client Responsiveness: All client inquiries receive a response within 24 business hours.
• Client Updates: Homeowners receive consistent progress updates, including weekly material and permit updates when applicable.
• Project Readiness: Materials, permits, and scheduling requirements are verified before project commencement.
• Issue Resolution: Potential delays and outstanding concerns are identified and addressed proactively.
• Documentation: Buildertrend and applicable project management systems remain accurate and up to date.
• Project Completion: Warranty, service, and production-related responsibilities are followed through to satisfactory resolution.

Success in this role is measured by efficient project execution, minimal avoidable delays, accurate project records, responsive communication, and overall client satisfaction.

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• Paid time off

Work Location: Hybrid remote in Fairfax, VA 22031