Plumbing Operations Manager

Benjamin Franklin Plumbing of West Madison•Verona, WI

2d•Onsite

About The Position

Benjamin Franklin Plumbing is a nationally recognized brand built on a simple promise: if we're late, you don't pay. We're a customer service company that happens to do plumbing, backed by the Punctual Plumber Promise, our Service & Repair Guarantee, a 20-year Whole House Re-Piping Guarantee, and an Equipment & Fixture Guarantee that stand behind every job we do. Our West Madison location is brand new. That means no inherited systems to untangle, no legacy headaches, and a real opportunity for the right person to build how this shop runs from the ground up, working directly with ownership. If you're the kind of person who likes turning a messy day into a tight schedule, who gets satisfaction from a well-run operation instead of the credit for it, and who wants in on a growing business at the ground floor, we want to talk to you.

Requirements

3-5+ years of operations or office/business management experience, ideally in home services, trades, or another dispatch-heavy field service business (HVAC, electrical, plumbing, pest control, etc.)
Experience with a field service management or dispatch platform (ServiceTitan experience a strong plus)
Strong organizational skills and the ability to juggle scheduling, vendors, people, and paperwork without dropping the ball
Comfortable in a startup environment: willing to build processes rather than just follow them, and to wear multiple hats while the team is small
Clear, professional communicator who can defuse an upset customer and keep a technician crew on track
Valid driver's license with a clean driving record
Must pass a background check and drug screening

Nice To Haves

Bachelor's degree preferred but not required; relevant experience will be weighed equally

Responsibilities

Own day-to-day operations: dispatch and scheduling, technician routing, and keeping the calendar full and efficient
Manage the ServiceTitan platform for job tracking, invoicing, and reporting; keep data clean so revenue reporting is accurate and on time
Oversee the inbound call center relationship and monitor call quality, booking rates, and response times
Manage vendor and supplier relationships (parts, uniforms, fleet maintenance, office) and keep the shop stocked and the vans road-ready
Track and report core KPIs: revenue, close rate, average ticket, technician utilization, and customer satisfaction/review performance
Support recruiting, onboarding, and scheduling for field technicians alongside ownership
Coordinate with our payroll/HR provider on scheduling, PTO tracking, and new-hire paperwork
Field and resolve customer escalations, making sure every one of our written guarantees is honored
Build and maintain SOPs for daily operations as the team grows
Support expense coding and day-to-day financial tracking
Help execute local marketing and community outreach initiatives alongside ownership