PLUMBING OPERATIONS MANAGER

Key Responsibilities

We are a growing, services-based plumbing company operating across three markets. Our service operations require strong leadership to stabilize performance, improve profitability, and establish disciplined execution.

This role is a hands-on operations leadership position, not a strategy-only role.

Primary Objectives

Stabilize day-to-day service operations

Improve cash flow, margins, and operational efficiency

Establish a disciplined operating cadence with clear accountability

Build the operational foundation for profitable organic growth

Operational Leadership

Own and lead all service operations across multiple markets

Drive consistent execution at the field and dispatch level

Enforce standards, processes, and accountability across teams

Financial & Performance Management

Full P&L ownership for a $10M–$50M services business

Improve gross margin, contribution margin, and EBITDA

Control labor costs, overtime, and productivity

Strengthen cash flow and working capital management

Service Operations Execution

Oversee dispatch and call-center operations

Improve technician productivity, utilization, and job efficiency

Implement and enforce pricing discipline, menus, and upsell standards

Reduce callbacks, warranty work, and operational leakage

Drive customer retention through service quality and consistency

Metrics & Accountability

Establish and run a weekly operating cadence

Track and manage KPIs including:

Labor productivity

Revenue per tech

Gross margin

Callbacks and warranty rates

Dispatch efficiency

Hold field leadership and technicians accountable to results

Required Experience Must-Have Background

Direct leadership of a services-based plumbing business (or plumbing-led HVAC)

Not construction-only experience

Multi-market operational leadership experience

Demonstrated turnaround or operational improvement success

Hands-on execution mindset with field-level involvement

Service Operations Expertise

Dispatch and call-center operations

Technician utilization and productivity management

Pricing discipline, service menus, and upselling

Callbacks, warranty management, and customer retention

Day-to-day ownership of service execution (not just oversight)

Financial Ownership

P&L responsibility for a business in the $10M–$50M revenue range

Direct management of:

Gross margin and contribution margin

Labor cost and overtime

Working capital and cash flow

EBITDA delivery

Ideal Candidate Profile

Operator-first mindset

Comfortable in the field and in the numbers

Decisive, accountable, and process-driven

Proven ability to lead teams through change and improvement