Operations Manager for Plumbing and Septic

Description

Operations Manager for Lehigh Acres and Port Charlotte Locations

The Operations Manager is responsible for overseeing the daily operations of the Plumbing and Septic divisions, ensuring efficient scheduling, field productivity, customer satisfaction, profitability, and employee development. This role leads dispatch, field technicians, installers, and support staff while driving operational excellence, safety compliance, revenue growth, and service quality.

The Operations Manager serves as the bridge between office staff, field personnel, and leadership, ensuring all departments work together to achieve company goals.

Key Responsibilities

Operations Management

• Oversee daily operations of plumbing, septic, drain cleaning, excavation, and service departments.
• Manage field productivity, scheduling efficiency, and technician utilization.
• Monitor service calls, installations, repairs, inspections, and emergency response activities.
• Develop and implement operational processes to improve efficiency and profitability.
• Ensure jobs are completed on time, within budget, and according to company standards.
  
  

Team Leadership

• Lead, coach, and develop field supervisors, technicians, installers, and dispatch personnel.
• Conduct regular performance reviews and establish accountability metrics.
• Recruit, interview, hire, and onboard new employees.
• Foster a positive culture focused on teamwork, safety, and customer service.
  
  

Financial Performance

• Monitor departmental KPIs, revenue, gross margin, labor costs, and profitability.
• Review pricing strategies, job costing, and operational expenses.
• Identify opportunities to increase revenue and reduce operational waste.
• Collaborate with ownership on budgeting and growth initiatives.
  
  

Customer Experience

• Ensure exceptional customer service throughout all service and installation processes.
• Resolve escalated customer concerns and service issues.
• Monitor customer satisfaction scores, online reviews, and retention metrics.
• Maintain high standards of professionalism and quality workmanship.
  
  

Fleet & Equipment Management

• Oversee company vehicles, septic trucks, excavation equipment, and tools.
• Coordinate maintenance schedules and equipment repairs.
• Ensure proper inventory control and material management.
  
  

Safety & Compliance

• Enforce OSHA regulations and company safety policies.
• Ensure compliance with local, state, and environmental regulations related to plumbing and septic operations.
• Conduct safety meetings and jobsite inspections.
• Investigate and document workplace incidents.
  
  

Strategic Planning

• Assist leadership in developing growth strategies and operational goals.
• Analyze business trends and recommend process improvements.
• Implement technology and systems to improve efficiency and reporting.
  
  

Key Performance Indicators (KPIs)

• Revenue Growth
• Gross Profit Margin
• Technician Productivity
• Average Ticket Value
• Customer Satisfaction Scores
• Callback Percentage
• Fleet Utilization
• Labor Efficiency
• Safety Compliance
• Employee Retention
  
  

Requirements

Required

• Experience: Minimum of 5-10 years of experience in Plumbing and Septic operations, including at least 3-5 years in a managerial role.
• Experience in both plumbing and septic operations.
• Strong leadership, problem-solving, and decision-making abilities.
• Experience managing service technicians and field operations.
• Understanding of scheduling, dispatching, and workforce management.
• Excellent communication and interpersonal skills.
• Financial and business acumen, including budgeting and cost management.
• Experience with ServiceTitan, Housecall Pro, FieldEdge, or similar software.
• Knowledge of septic systems, lift stations, drain cleaning, and excavation.
• Valid driver's license.