Plumbing Operations Manager

Benjamin Franklin Plumbing Corporate Store•Loveland, CO

1d•Onsite

About The Position

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.

Requirements

3+ years of plumbing leadership or operations management experience is preferred, specifically in residential service.
Strong understanding of plumbing service KPIs and revenue drivers.
Proven ability to coach teams to improve performance and customer satisfaction.
High accountability mindset with strong communication and leadership skills.
Comfortable using data, dashboards, and reports to manage results.
Valid driver’s license; ability to perform occasional ride‑alongs.
Masters license preferred in State of Colorado

Nice To Haves

Masters license preferred in State of Colorado

Responsibilities

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 service standards through ride‑alongs, coaching, and daily operational oversight.
Drive revenue growth through improved average ticket, conversion rates, and productive hours per plumber.
Coach plumbers on inspection‑based solutions, ethical options presentation, and value communication.
Partner with dispatch to optimize call flow, technician utilization, and job assignment.
Monitor individual and team KPIs including: Revenue per plumber, Average ticket, Close rate, Billable efficiency, Callback and warranty rates.
Implement performance improvement plans when results fall below expectations.
Lead, coach, and develop plumbers to perform at a high level technically, professionally, and financially.
Conduct regular one‑on‑ones, ride‑alongs, and performance reviews.
Identify training gaps and ensure consistent participation in required technical and sales training.
Build a culture of accountability, professionalism, and continuous improvement.
Support recruiting, onboarding, and retention of top plumbing talent.
Ensure jobs are completed safely, efficiently, and to company standards.
Maintain compliance with safety protocols, truck standards, and inventory controls.
Partner with warehouse and fleet teams to ensure plumbers are equipped to succeed daily.
Enforce consistent processes for job documentation, pricing accuracy, and post‑call follow‑up.
Use data and reporting to proactively identify trends and operational opportunities.