General Manager (Lakewood)

Sewer Lines Only is a leading provider of underground utility repair, installation and related plumbing services in the Denver Metro area. We are seeking a leader and integrator to scale our operations and continue our rapid growth, outstanding culture and customer focus.

Position Summary

This role is responsible for leading, planning, and executing company activities to achieve revenue and profitability goals while maintaining a strong customer focus and driving employee engagement. The General Manager/Director of Operations is oversees field operations, order fulfillment, and customer service in pursuit of operational excellence and the business’ financial goals.

Key Responsibilities

Operations & Strategy

• Ensures quality standards are maintained for all operational processes and functions required for job execution and customer satisfaction within the Service and Operations departments.
• Develops and implements best operational practices and performance.
• Focused on continuous improvement and process enhancements.
• Hire, train and manage Service and Operations personnel
• Overall fulfillment responsibility for order validation, order entry, order follow up, work execution, customers inquiries, billing and collections.
• Responsible for achieving profit objectives and resource allocation for the company.
• Monitor, measure, and modify processes to effectively and efficiently meet customer needs.
• Works with Managers and to establish required skill sets, talents and capabilities.
• Interacts with Sales to expand key client relationships, plan for growth, and ensure smooth hand-off from Sales to Operations.
• Conducts performance management reviews designed to improve the team’s performance.
• Maintains quality standards by supervising and inspecting job sites.
• Maintains customer satisfaction by investigating concerns, implementing corrective actions and communicating with customers and staff as needed.
• Responsible for internal communications regarding order fulfillment and execution process.
• Responsible for keeping abreast of changing industry product design and requirements for installation and ongoing service needs.
• Plan and execute key company projects and initiatives.
• Some travel with occasional overnight stays.
• Flexibility to work outside normal work hours/weekend as required.

Leadership & Supervision

• Manage performance of center management and staff, including hiring, training, performance reviews, rewards, and discipline.
• Directly supervise field and office personnel.
• Plan, assign, and direct work, ensuring compliance with organizational policies and laws.

Health & Safety

• Lead by example to create a safe and supportive workplace.
• Conduct safety training, staff meetings, and required technical training.
• Ensure compliance with safety regulations and company procedures.
• Address and correct unsafe practices or conditions.
• Conduct accident/incident investigations per company protocols.

Qualifications

Education & Experience

• Minimum 5 years leading teams in B2C & B2B service organizations.
• Proven experience managing fast-paced service operations and growing a business.
• Bachelor’s degree preferred; 4–6 years relevant experience or equivalent combination of education and experience.
• Track record of consistently meeting/exceeding revenue goals.
• Knowledge of operations associated with plumbing, Home services, and turnkey projects strongly preferred.

Skills & Abilities

• Strong interpersonal and communication skills (oral and written).
• Ability to motivate teams toward common goals.
• Analytical, financial, and operational acumen.
• Ability to prioritize, multi-task, and manage time effectively.
• Proficiency with computers, report writing, and business correspondence.
• Ability to define problems, collect and analyze data, and draw conclusions.
• Mathematical skills, including calculations for percentages, area, volume, and commissions.

Certificates & Licenses

• Valid driver’s license required.
• Plumbing license or other relevant trade license preferred.

Physical Demands

• Frequent standing, walking, talking, and hearing.
• Ability to reach, climb, balance, stoop, kneel, crouch, push, pull, or crawl.
• Occasionally lift/move up to 50 pounds.
• Vision requirements: near/far vision, color distinction, peripheral vision, depth perception.

Work Environment

• Frequent job site visits, including outdoor and mechanical/equipment areas.
• Exposure to wet/humid conditions, moving machinery, fumes, chemicals, high/low temperatures, and moderate noise.
• Risk of electrical shock or work at heights.

Work Availability & Requirements

• Flexibility for overtime and weekend work.
• Regular travel with occasional overnight stays.