Operations Manager

Job description

The Operations Manager is responsible for leading daily plumbing operations to deliver an exceptional customer experience while driving profitable revenue growth through field plumbers. This role directly influences customer satisfaction, average ticket, close rates, productivity, and team performance by ensuring world class execution, coaching, and accountability across the operation. The Operations Manager partners closely with dispatch, customer service, and field leadership to ensure every call is handled professionally, every job is completed right the first time, and every plumber is positioned to succeed both technically and financially.: Customer Experience & Brand Promise - Own customer satisfaction results (reviews, callbacks, complaints, NPS/CSAT where applicable). - Ensure all plumbers consistently deliver the Ben Franklin Plumbing customer experience: on time service, clear communication, upfront pricing, and professional presentation. - Resolve escalated customer issues quickly and professionally, turning service failures into retention opportunities. - Monitor callbacks, warranty work, and rework; identify root causes and implement corrective actions. - Reinforce ser...