Head of Operations

Core Responsibilities

Operational Leadership

• Lead all day-to-day operations across Projects, Service, and Estimating
• Build a scalable, accountable operations structure
• Set clear expectations, roles, and performance standards
• Act as the “captain of the ship” for execution

Project Execution & Profitability

• Ensure projects are executed in line with:
  • Approved scope
  • Estimated labour hours
  • Target gross margins
• Review job cost reports regularly and take corrective action early
• Hold Project Managers accountable for schedule, cost, and performance
• Lead post-job reviews to identify lessons and prevent repeat issues

Change Orders & Cost Control

• Ensure all change orders are:
  • Identified early
  • Properly priced
  • Approved in writing
  • Tracked and billed
• Prevent scope creep and unpaid work
• Control material usage, labour productivity, and jobsite efficiency

Service & Estimating Oversight

• Oversee the Service Department to ensure:
  • Work is scheduled efficiently
  • Technicians are supported in the field
  • Jobs are priced and closed properly
• Oversee Estimating to ensure:
  • Estimates are accurate, complete, and executable
  • Risk is identified and priced appropriately
  • Smooth handoff from estimating to operations

People Leadership & Team Building

• Hire, train, and develop Project Managers, Supervisors, and key operations staff
• Build bench strength and succession within Operations
• Delegate and assign clear ownership for:
  • Shop cleanliness and organization
  • Tool and equipment inventory
  • Material staging and logistics
  • Change order pricing coordination
• Address performance issues directly and early

Field Support & Problem Solving

• Act as senior support for electricians and supervisors in the field
• Resolve jobsite issues quickly and decisively
• Ensure safety, quality, and professionalism are non-negotiable standards

Client Support & Communication

• Support client relationships from an execution standpoint
• Step in when issues escalate to protect trust and outcomes
• Balance client satisfaction with company profitability

Systems, Process & Accountability

• Implement and improve operational systems, SOPs, and workflows
• Track and report on KPIs including:
  • Labour vs. estimated hours
  • Job margins
  • Change order recovery
  • Schedule adherence
• Drive consistency, not heroics

What Success Looks Like

• Projects consistently hit labour and margin targets
• Change orders are captured and billed
• Field teams are supported and productive
• Fewer surprises, fewer fires
• Operations run without owner involvement
• Profitability improves through discipline, not luck