Branch Operations Manager
About The Position
The Branch Operations Manager is the organizational and people-focused leader of the Johnson City, Tennessee branch. This hands-on position keeps daily operations running smoothly, supports Field Managers and technicians, ensures paperwork, compliance, and dispatch details are handled, and helps employees succeed and advance. The manager works with the Regional Operations Center, Field Managers, Quality Control Supervisors, sales staff, drivers, apprentices, trainees, and plumbing professionals, with support from regional leadership and other company teams. The role emphasizes structured daily operations, team development, coaching, accountability, and sustainable growth. Responsibilities include supporting hiring and onboarding, coordinating schedules, reviewing job paperwork in ServiceTitan, maintaining inventory and equipment standards, responding to customer concerns, and reinforcing safety and operating standards. Pre-employment background screening is required.
Requirements
- 3–5 years of administrative, branch, or service operations management experience.
- Proven experience managing or supporting teams of 8–15 or more field or office employees.
- Direct experience using ServiceTitan, Google Workspace, or similar CRM or operating systems.
- Strong written and verbal communication skills and high attention to detail.
- Highly organized, dependable, and consistent, with strong follow-through on administrative details.
- Ability to support others and coach employees while maintaining accountability.
Nice To Haves
- Trades or field services experience.
Responsibilities
- Oversee and support a local branch team of service technicians, apprentices, trainees, and support staff.
- Participate in local hiring, onboarding, training tracking, and ongoing team development.
- Conduct weekly staff meetings and performance check-ins using a coaching-focused approach.
- Partner with Field Managers to help technicians improve technical proficiency, customer experience, and job confidence.
- Coordinate daily branch operations and scheduling to keep technicians productive.
- Review and audit technician job paperwork daily in ServiceTitan for accuracy, completeness, and proper call closing.
- Ensure shop inventory, equipment maintenance, and administrative compliance standards are met.
- Assist with customer follow-ups and written cost estimates.
- Serve as a point of contact for field personnel during the day.
- Resolve customer concerns professionally, urgently, and with care.
- Support field operations through phone communication and routine on-site visits.
- Reinforce company safety protocols and operational standards.
- Collaborate with Field Managers and Regional Leadership to achieve operational targets.
- Establish daily structure and accountability that supports sustainable growth without team burnout.
Benefits
- Quarterly bonus plan.
- Medical, dental, and vision insurance.
- Retirement plan with employer match.
- Company-paid life insurance.
- Paid time off and paid holidays.
- Annual school supply program.
- Company-provided cell phone and tablet.
- Roto-Rooter Advantage Benefits.
- Company events, including cookouts, holiday celebrations, and team outings.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
