Operations Manager

Job Title: Operations Manager

Location: Ft. Lauderdale, FL

We are hiring a high-impact Operations Manager for a fast-growing home services company in the Ft. Lauderdale area. This person will own the entire revenue engine across our residential service business—driving performance in the call center, booking, dispatch, lead conversion, and technician sales. You are the link from lead → booking → dispatch → field execution → revenue, elevating customer experience, supporting technicians in real time, and keeping the day-to-day operation running on rails.

This leader is hands-on, fiercely analytical, and loves being in the middle of the action—coaching call-handlers and techs on what to say, how to sell, and which levers to pull to move the numbers every single day.

Key Responsibilities

Call Center & Lead Management

• Oversee all call center activities: staffing, coaching, scheduling, and performance.
• Drive improvements in booking rate, speed-to-answer, abandonment, and dispatch efficiency.
• Implement and enforce scripts, objection handling, and customer experience standards.

Sales Support & Technician Coaching

• Provide daily call-by-call coaching for technicians to elevate option-building, communication, and close rates.
• Identify skill gaps from dashboards and provide targeted coaching.
• Partner with Service Managers to maintain consistent pricing and sales execution.

Marketing / Advertising ROI Analysis

• Monitor advertising spend (Google LSA, PPC, P-Max, OTT, direct mail, etc.).
• Track cost per lead, cost per job, channel performance, and recommend improvements.
• Ensure alignment between lead flow, capacity, and revenue targets.

Operational Performance & Capacity Optimization

• Track lead flow from first contact → booking → dispatch → job completion.
• Remove friction points that hinder conversion or technician productivity.
• Improve scheduling strategy to maximize revenue per day and technician utilization.

People Leadership & Culture

• Lead with accountability while maintaining a customer-first mindset.
• Work effectively with a strong, direct, Northeast-style owner.
• Create a culture of high performance, honest feedback, and rapid improvement.

Key Metrics (KPIs)

• Booking rate / conversion rate
• Average speed to answer, abandonment rate
• Technician productivity: revenue/day, close rate, average ticket
• Cost per lead, cost per job, channel ROI
• Lead flow conversion: inquiry → booked job → completed revenue
• Customer satisfaction (reviews, repeat customers)

Ideal Candidate Profile

• Plumbing-focused operator strongly preferred (plumbing = majority of revenue).
• 5 years in residential service operations; deep understanding of call-by-call coaching.
• Demonstrated ability to improve booking rate, CSL effectiveness, and technician sales.
• Analytical, KPI-driven, and comfortable holding teams accountable.
• Experience with ServiceTitan or similar systems (ST preferred).
• Can handle blunt, fast-paced, direct communication (owner style).
• Strong leadership presence and ability to work cross-functionally.

Compensation & Benefits

• Base salary: $90,000–$120,000
• Bonus: Monthly, based on KPIs; target = 25% of salary (range 0–50%)
• PTO: 3 weeks
• Health insurance: Provided; dental/vision likely added soon
• Vehicle: Company truck or car allowance available
• Relocation: Possible for the right candidate (lump-sum model; not reimbursements)

The compensation for this position is expected to range between $90,000 - $120,000 per year. This range is a good-faith estimate, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, the expected quality and quantity of work, and internal pay alignment, as needed.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.