Plumbing Operations Manager

Benjamin Franklin Plumbing of West Madison | Verona, WI Operations Manager Benefits 401(k) matching Bonus based on performance Competitive salary Dental insurance Free uniforms Health insurance Opportunity for advancement Paid time off Training & development Vision insurance Full-time | base + performance bonus Why Join Us 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. What You’ll Do 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 What We’re Looking For 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 Bachelor's degree preferred but not required; relevant experience will be weighed equally Compensation And Benefits Base salary: fair-market-pay per year, depending on experience Performance bonus tied to revenue and operational KPI targets Health, dental, and vision insurance 401(k) retirement plan Paid time off and paid holidays Direct mentorship from ownership and a real path to grow with the company as we scale to a second territory and additional crews Ready to help build something from day one? Benjamin Franklin Plumbing of West Madison is an equal opportunity employer. #J-18808-Ljbffr