Service Manager – Pool Service Operations & Customer Experience

Poolie•Austin, TX

1d•$55,000 - $70,000

About The Position

At Poolie, we started with a simple goal: make pool maintenance reliable, professional, and hassle-free. From day one, our mission has been to raise the bar in pool service, combining expertise, integrity, and a commitment to customer satisfaction. Today, we’re one of the fastest-growing pool service companies in Texas, trusted by hundreds of residential and commercial customers. Our team is built on collaboration, respect, and pride in a job well done, and we believe that when our people succeed, our customers do too. As a Service Manager , you will oversee pool service operations, routing, technician performance, and customer experience . This role is critical to ensuring operational excellence, high-quality service delivery, and strong team performance across your assigned service region. You’ll balance people leadership with operational execution, acting as a key decision-maker for service operations while supporting technicians, supervisors, and cross-functional teams. If you’re ready to lead teams, optimize service operations, and deliver an exceptional customer experience in a fast-growing pool service company, we’d love to hear from you. This role offers the opportunity to make a real impact while growing alongside a strong, collaborative team. Apply today and dive into a leadership career that makes a splash!

Requirements

Previous experience in a managerial role within the pool industry, home services, or a related field
Strong leadership and people management skills
Excellent organizational, problem-solving, and decision-making abilities
Strong communication and interpersonal skills
Experience managing schedules, routing, and service operations
Ability to analyze KPIs and use data to drive performance improvements
Flexibility and adaptability in a dynamic environment

Nice To Haves

Experience managing payroll, fleet, or inventory operations
Familiarity with field service management and routing tools
Experience leading teams through growth and operational change

Responsibilities

Customer Experience Management: Ensure an exceptional customer experience by actively monitoring service quality and addressing concerns quickly and effectively. Handle escalated customer issues across calls, texts, and emails with empathy and professionalism. De-escalate challenging situations while maintaining Poolie’s service standards and long-term customer trust.
Weekly Service Scheduling & Routing: Own and optimize weekly service schedules, routes, and service calls for your service team. Act as the primary owner of all routing responsibilities to ensure efficiency, on-time service, and balanced workloads. Adjust schedules proactively based on staffing changes, weather conditions, or urgent service needs.
Service Team Management: Oversee all aspects of the service team within your region. Support technician development, approve PTO, and manage scheduling accordingly. Maintain strong working relationships with technicians and supervisors to drive engagement and accountability.
Staffing & Headcount Planning: Manage department staffing through the tech roster to meet service demand. Ensure appropriate headcount levels and support hiring needs in partnership with HR and leadership.
Ownership of Department KPIs: Establish, monitor, and analyze key performance indicators related to service quality, efficiency, productivity, and customer satisfaction. Implement action plans and operational improvements to meet or exceed department goals.
Payroll Management: Oversee payroll processes for the service department, ensuring accuracy and timely submission Review time tracking and approvals for technicians and supervisors.
Onboarding & Offboarding: Oversee onboarding processes to ensure new hires are set up for success from day one. Manage offboarding and performance-based terminations when company SOPs are repeatedly not followed, ensuring compliance and clear communication.
Training & Development Quality: Coach supervisors to ensure training programs for new hires and ongoing development are executed consistently and effectively.
Performance Reviews: Conduct performance reviews for technicians and supervisors. Provide clear, actionable feedback and identify opportunities for growth and improvement.
Cross-Functional Collaboration: Own the relationship with the Repair Team to ensure strong coordination between service and repair operations. Work closely with Fleet and Inventory teams to ensure vehicles, tools, and parts are available, ordered, and properly accounted for.