Field Operations Manager

BoomZeal Enterprises, Inc.•Town of Oyster Bay, NY

11d•$85,000 - $95,000

About The Position

At 1-Tom-Plumber, our mission is simple: deliver exceptional service, protect homes, and empower our people to grow into industry leaders—while bringing the dynamic value of our brand to every doorstep. We combine diagnostics, sales, and service into a seamless process that delivers real solutions and helps clients make confident, informed decisions. We’re not just another plumbing company fixing leaks—we’re THE emergency plumber Long Island relies on 24/7, backed by the strongest brand and boldest promise in the market. We’re seeking a driven, quality-focused Field Operations Manager who takes pride in setting high standards, supporting technicians, and ensuring consistent, professional execution in the field. This is an opportunity to wear the pink & black as a trusted presence in daily operations and help shape how our service is delivered as we continue to grow. This is a hands-on, field-focused operations role. As Field Operations Manager, you are responsible for how service is delivered on every call. You will coach and support technicians in real time, reinforce strong diagnostics and sales execution, and ensure every client interaction reflects our brand’s promise. You’ll develop technicians, reduce callbacks, improve performance metrics, and serve as Manager on Duty (MOD) on a rotating basis—supporting the team through estimates, troubleshooting, and escalations. Above all, you’ll set the tone for what excellence looks like at 1-Tom-Plumber—from arrival to closeout.

Requirements

Master Plumbers licence required
People-Focused: You lead from the front, develop people, and hold high standards with clarity and respect.
Client-Experience Driven: You understand that professionalism, trust, and communication are just as important as technical skill.
Performance-Focused: You care about closing rates, efficiency, and results—and know how to coach others to improve them.
Trainer at Heart: You enjoy teaching, role-playing, and helping technicians grow their confidence and skills.
Calm Under Pressure: You handle after-hours calls, escalations, and tough situations with confidence and composure.
Team-First Mindset: You collaborate closely with dispatch, operations, and marketing to win together.
Tech-Savvy & Organized: You’re comfortable using ServiceTitan, mobile tools, and digital documentation to stay efficient and consistent.

Responsibilities

Owning the delivery of the team’s consistent 5-Star client experiences through clear communication, confident recommendations, and professional service.
Improving closing rates, average ticket, upgrades/upsells, and membership sales through coaching and accountability.
Reducing callbacks, rework, and customer complaints by reinforcing quality and first-time-fix standards.
Owning the onboarding and ramp-up of new plumbers.
Leading weekly hands-on technical and sales role-play training sessions.
Conducting regular ride-alongs focused on efficiency, professionalism, and performance.
Holding weekly 1:1s with technicians to coach performance and career growth.
Serving as Manager on Duty (MOD) on a rotating schedule, supporting technicians with estimates, troubleshooting, and escalations.
Partnering with dispatch, operations, and marketing to maintain efficient schedules, strong communication, and high morale.
Ensuring consistent use of ServiceTitan for pricing, documentation, and job closeout.