Plumbing service operations manager

The Opportunity

Ancla Plumbing is building a residential home-service operation alongside an established plumbing business, and we are looking for a hands-on Plumbing Service Operations Manager who can help turn good processes into consistent execution. This is not a role for someone who needs to be reminded what comes next. We want a manager who sees the issue, owns the follow-through, uses the numbers, coaches the team, and closes the loop.

What You’ll Own

· Own warranty cases from initial customer contact through documentation, repair, manufacturer RMA, reimbursement follow-up and final closeout.

· Make sure photos, failed materials, forms and supporting documentation are captured when a product failure or property-damage claim occurs.

· Track service and warranty performance through dashboards and reporting, then turn the numbers into action.

· Coach the call-center agents using recorded calls, booking-rate results and the company script, including price-objection handling and safety escalation procedures.

· Coach service technicians on close rate, customer communication, script execution and missed opportunities.

· Lead early-morning technician huddles to review difficult jobs, unclosed calls, scripts, priorities and lessons from the previous day.

· Drive a consistent Google-review process before technicians leave completed jobs and monitor review activity through the review dashboard.

· Own customer recovery when a negative review appears, solve the customer issue and coach the team member to prevent a repeat.

· Use email, Excel/spreadsheets, dashboards, Zendesk and other business software confidently and consistently.

What Success Looks Like

· Warranty and RMA items move to completion without repeated reminders from ownership.

· Booking and close rates are visible, understood and actively coached.

· Technicians arrive prepared, learn from missed opportunities and follow a consistent customer process.

· Customer problems are handled quickly and lessons are converted into better processes and training.

· Reporting tells leadership what is happening, why it matters and what action is being taken.

The Person We’re Looking For

· Strong technology literacy. You are comfortable with professional email, spreadsheets, dashboards and learning new software.

· Data-driven operator. You know which service metrics matter and can explain how you track and use them.

· Coach, not just supervise. You can listen to a call, review a lost job and give specific feedback that improves performance.

· High ownership. You build follow-up systems and finish what you start.

· Strong customer judgment. You can de-escalate issues, make things right and protect the company reputation.

· Residential plumbing or home-service leadership experience is strongly preferred.

Why Ancla

This is a chance to have a real hand in building the operating rhythm of a growing service division. The right person will have room to improve reporting, training, accountability and the customer experience rather than simply inherit a finished system. If you’re a service leader who knows how to coach a team, use the numbers, improve the customer experience, and take ownership of results, we want to hear from you.