Operations Manager - Residential Services

Sobieski•Newark, DE

1d•$100,000 - $140,000•Onsite

About The Position

Sobieski Services, Inc. is seeking to hire a full-time Operations Manager with HVAC and Plumbing experience to join our team in Newark, DE. The Operations Manager is responsible for the day-to-day operational performance of the HVAC and Plumbing Service Departments. This position leads the office team responsible for customer service, booking, dispatch, inside sales, scheduling, membership growth and retention, AI-agent management, and coordination of field resources. The Operations Manager is accountable for maintaining a properly filled three-day call board, maximizing available field capacity, ensuring the right technician is assigned to the right call, and driving achievement of HVAC and Plumbing service revenue and performance goals. A primary responsibility of this position is ownership of the company's maintenance membership growth and retention strategy. The Operations Manager is accountable for increasing the active maintenance customer base, retaining existing members, and developing and executing targeted campaigns through CSRs, Inside Sales, AI agents, and other available customer channels. This position directly manages Customer Service Representatives, Dispatchers, and Inside Sales and works in close partnership with the HVAC Field Manager and Plumbing Field Manager. The Operations Manager owns operational performance, customer demand, membership growth and retention, and office workflow, while the Field Managers own field execution, technical performance, technician coaching, and workmanship.

Requirements

Minimum 5 years of management experience in residential HVAC, Plumbing, home services, call-center operations, or a similar service business.
Demonstrated experience managing customer service and dispatch operations.
Strong understanding of service-business capacity management and scheduling.
Experience managing employees and holding teams accountable to measurable KPIs.
Strong analytical, problem-solving, organizational, and communication skills.
Strong computer and reporting skills.

Nice To Haves

Service Titan experience strongly preferred.
Experience with AI-enabled customer-service platforms preferred.
Working knowledge of residential HVAC and Plumbing preferred; deep technical expertise is not required because technical field leadership resides with the Field Managers.

Responsibilities

Manage the day-to-day operational performance of the HVAC and Plumbing Service Departments.
Lead the office team responsible for customer service, booking, dispatch, inside sales, scheduling, membership growth and retention, AI-agent management, and coordination of field resources.
Maintain a properly filled three-day call board.
Maximize available field capacity.
Ensure the right technician is assigned to the right call.
Drive achievement of HVAC and Plumbing service revenue and performance goals.
Own the company's maintenance membership growth and retention strategy.
Increase the active maintenance customer base.
Retain existing members.
Develop and execute targeted campaigns through CSRs, Inside Sales, AI agents, and other available customer channels.
Directly manage Customer Service Representatives, Dispatchers, and Inside Sales.
Partner closely with the HVAC Field Manager and Plumbing Field Manager.
Own operational performance, customer demand, membership growth and retention, and office workflow.