General Manager of Service Plumbing

About the Role

We are seeking a results-driven General Manager (GM) of Plumbing Services to lead frontline service operations across our Orange County and Los Angeles territories. This role has full ownership of technician performance, field sales execution, shop operations, and dispatch coordination.

This is a hands-on leadership role that blends strategic oversight with day-to-day operational execution. The GM will play a critical role in driving profitable growth, developing high-performing field teams, and delivering best-in-class customer service.

What You’ll Do

Lead Technician Performance & Development

• Implement and continuously improve standardized install procedures, QA/QC protocols, and service playbooks
• Establish, track, and coach to key technician KPIs (average ticket, conversion rate, callbacks, etc.)
• Own onboarding and 30-day ramp plans for new technicians
• Conduct ride-alongs to coach technical execution, customer experience, and sales effectiveness
  

Drive Field Sales Execution

• Partner with Field Service Sales Managers (FSMs) to achieve sales targets and improve close rates
• Coach teams on upsells, drain-to-lining conversions, and membership sales
• Leverage tools such as SalesPro AI and performance dashboards to drive results
• Provide clear feedback, accountability, and performance management for FSMs
  

Oversee Shop & Inventory Operations

• Manage the LA Shop Manager and serve as interim OC shop lead until growth supports dedicated oversight
• Ensure job readiness through strong inventory control, VMI programs (via Hajoca), and tool management
• Maintain clean, compliant, and professional facilities aligned with brand standards
  

Optimize Dispatch & Operational Flow

• Align technician availability, job types, and routing with dispatch to maximize capacity and revenue
• Support dispatch in real-time problem-solving and route optimization
• Review and improve weekly dispatch metrics and scheduling accuracy
  

Partner Cross-Functionally

• Act as a subject matter expert for multi-family and commercial field projects, supporting Business Development with job walks and estimates
• Collaborate with Repipe, Marketing, and other verticals on strategic initiatives
• Participate in weekly leadership and performance review meetings, reporting on KPIs and operational insights
  

What We’re Looking For

• 5 years of leadership experience in plumbing, HVAC, construction, or related technical service operations
• Proven success leading and developing field teams, including technicians, dispatch, and supervisors
• Strong understanding of plumbing service workflows, install standards, and quality control
• Demonstrated ability to manage operational KPIs and drive measurable improvement
• Experience improving sales performance through coaching, estimating, and customer communication
• Skilled in workforce planning, routing, scheduling, and capacity optimization
• Data-driven mindset with experience using dashboards and performance analytics
• Experience overseeing shop operations, inventory control, and vendor/VMI relationships
• Strong problem-solving skills in fast-paced, field-based environments
• Excellent communication skills with the ability to motivate and hold teams accountable
• Commitment to safety, compliance, and delivering a high-quality customer experience
• Ability to travel between branches and job sites, with flexibility to support operations outside standard business hours