Branch Operations Manager
About The Position
The Branch Operations Manager leads the organization and day-to-day operations of the Johnson City, Tennessee branch. This hands-on leadership role supports field managers, technicians, apprentices, trainees, and support staff, while coordinating with the Regional Operations Center and other company teams. The manager helps the branch run smoothly, maintains accurate paperwork and compliance, supports dispatch and scheduling, and develops employees through coaching and follow-through. The role includes local hiring and onboarding support, training tracking, regular staff meetings and performance check-ins, technician job-paperwork audits in ServiceTitan, inventory and equipment oversight, customer follow-ups, cost-estimate preparation, and responding to customer concerns. The manager also supports field operations by phone and through routine site visits, reinforces safety and operational standards, and collaborates with field managers and regional leadership on operational targets. The position emphasizes preparation, consistent structure, accountability, employee development, and sustainable growth.
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.
- Strong written and verbal communication skills.
- High attention to detail.
Nice To Haves
- Trades or field services experience.
- Direct experience using ServiceTitan, Google Workspace, or similar CRM/operating systems.
Responsibilities
- Oversee and support the 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 approach.
- Partner with Field Managers to help technicians improve technical proficiency, customer experience, and job confidence.
- Coordinate daily branch operations and schedule flow 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 estimations.
- 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 meet operational targets.
- Establish daily structure and accountability that supports sustainable growth without team burnout.
Benefits
- Profit Sharing Quarterly Bonus Plan
- Medical, Dental, and Vision Insurance
- Retirement Plan with Employer Match
- Company-Paid Life Insurance
- Paid Time Off & Paid Holidays
- Annual School Supply Program
- Company-Provided Cell Phone & Tablet
- Roto-Rooter Advantage Benefits
- Company Events (cookouts, holiday celebrations, team outings)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
