Plumbing Operations Manager

Full-Time | Revenue Execution, Sales Performance & Profitability Ownership

Industry: Residential Plumbing & Home Services

Role Overview

The Plumbing Operations Manager is the senior operational owner of the business and must possess strong sales acumen to be successful.

This role is responsible for ensuring the company hits daily job counts, revenue targets, sales metrics, marketing ROI benchmarks, staffing requirements, and profitability goals — every single day.

This is not a support role, and it is not a strategy-only role.
This is a hands-on execution leadership position with full accountability for outcomes.

The Plumbing Operations Manager oversees and integrates the performance of:

• Call Center
• Sales
• Production / Field Operations
• Recruiting & Staffing

If results miss anywhere in the business, this role owns the correction — whether that means coaching leaders, reallocating resources, changing process, or stepping in directly to execute.

Sales Acumen (Non-Negotiable)

To succeed in this role, the Plumbing Operations Manager must understand how revenue is created, not just how it is reported.

This role requires the ability to:

• Identify breakdowns in sales execution quickly
• Recognize weak turnovers, poor presentations, pricing discipline issues, or margin leakage
• Confidently challenge and coach Sales leadership
• Step into sales strategy, decision-making, or execution when needed
• Protect revenue and margin through disciplined sales processes

This is an operator who thinks like a sales leader and executes like an owner.

Core Responsibilities

Daily Revenue & Job Count Ownership

• Own daily, weekly, and monthly job count targets tied to budget
• Ensure sufficient demand, sales execution, and production capacity exist to hit plan
• Eliminate excuses tied to lead quality, staffing gaps, or “slow days”
• Review daily performance and take corrective action in real time

Marketing ROI & Demand Efficiency

• Own ROI on all marketing spend
• Ensure cost-per-lead and cost-per-booked-job remain within targets
• Partner with Call Center leadership to ensure marketing dollars convert into booked work
• Identify underperforming channels and reallocate spend quickly
• Align demand with operational capacity to prevent over- or under-loading

Sales Performance & Process Enforcement

• Own overall sales output and efficiency across the organization
• Ensure all sales processes are followed with zero freelancing
• Enforce:
• Proper technician-to-sales turnovers
• Long-term solution presentation discipline
• Option consistency and pricing integrity
• Hold Sales leadership accountable to:
• Sales per lead
• Close rate
• Turnover rate
• Margin protection
• Personally intervene when sales execution fails to produce results

Production & Operational Execution

• Ensure production capacity aligns with sold work
• Ensure clean handoff from sale to install/service completion
• Hold Production leadership accountable to:
• Install readiness
• Labor efficiency
• Revenue realization
• Cash collection
• Eliminate operational bottlenecks that limit revenue or customer experience

Call Center Performance & Booking Discipline

• Own daily demand generation through the call center
• Ensure booking rates, outbound activity, and follow-up execution meet standards
• Ensure job counts support revenue and technician capacity
• Step in when demand is at risk to protect daily targets

Recruiting, Staffing & Capacity Planning

• Ensure the organization is properly staffed to support revenue targets
• Own recruiting strategy for:
• Technicians
• Sales
• CSRs
• Field leadership
• Anticipate growth needs and hire ahead of demand
• Prevent understaffing from becoming a recurring constraint

Profitability & Financial Performance

• Own overall business profitability
• Ensure revenue targets, labor efficiency, marketing ROI, and margin benchmarks are met
• Review financial performance regularly and take corrective action when trends slip
• Balance growth with disciplined cost control

Leadership, Accountability & Escalation

• Lead department heads with clarity, urgency, and accountability
• Set expectations, enforce standards, and correct under performance quickly
• Eliminate silos between departments
• Solve problems before they impact revenue, margin, or customer experience

Key Metrics This Role Owns

• Daily and weekly job count vs. budget
• Revenue vs. plan
• Marketing ROI and cost per booked job
• Sales per lead and close rate
• Turnover rate from field to sales
• Labor efficiency and capacity utilization
• Gross margin and net profitability
• Staffing levels vs. demand

These metrics are not reviewed — they are owned.

What Success Looks Like

• Daily numbers are predictable and consistently hit
• Marketing spend reliably converts into booked and completed jobs
• Sales execution is disciplined, repeatable, and profitable
• Production flows without bottlenecks or delays
• Staffing supports growth instead of limiting it
• Leaders are coached, corrected, and elevated
• The business runs proactively — not reactively

Ideal Candidate Profile

• Proven experience leading multi-department residential service operations
• Strong financial and metric-driven mindset
• Strong sales acumen with the ability to evaluate and correct sales execution
• Comfortable owning hard numbers with no hand-offs
• Confident coaching and correcting senior leaders
• Experience in plumbing or residential home services strongly preferred
• Willing and able to step in tactically when execution breaks down

Why This Role Matters

The Operations Manager is the integrator of the business.

This role turns strategy into execution, teams into results, and activity into profit. When this role is done well, the company grows predictably, profitably, and sustainably — without chaos, excuses, or last-minute scrambling.

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