Director of Servicing-Electrical, Plumbing, HVAC

KennMar LLC; Indianapolis (IN); On-site; USD 120,000 - 180,000; Full time

Job summary

KennMar LLC is recruiting a Director of Operations to build and scale a multi-brand service platform that includes Mother Plumber, EleXcor, and HeatAir. You will lead day-to-day service operations, implement playbooks, and drive profitability across Bloomington and Indianapolis markets.

This growth-focused role requires hands-on leadership, strong financial discipline, and the ability to execute strategic initiatives.

Qualifications

• 7-15+ years of service operations leadership experience in home services.
• Proven ability to scale operations across multiple markets.
• Strong financial acumen with P&L responsibility.
• Hands-on leader with strategic and tactical capabilities.
• Experience building teams, processes, and service playbooks.
• Excellent communication and stakeholder management.
• Entrepreneurial mindset with ownership and urgency.

Responsibilities

• Lead service operations across three entities, ensuring safety, quality, and profitability.
• Establish standard workflows for dispatch, scheduling, invoicing, and field execution.
• Drive KPIs including revenue, gross margin, ticket size, and customer satisfaction.
• Own and report on the service department P&L to ownership.
• Scale operations to support acquisitions and expansions.
• Develop a high-performance service culture and training programs.

Skills

Service operations leadership

Scaling operations

Financial acumen

Cross-functional leadership

Strategic planning

Entrepreneurial mindset

Communication skills

Job description

Description

About Mother Plumber / EleXcor / HeatAir

KennMar, a Fully Integrated Real Estate Investment Firm, Is Entering An Exciting Phase Of Growth And Seeking a Director Of Servicing Across Three Of Our Entities

• EleXcor (https://elexcor.com/) is an electrical contracting company supporting commercial, industrial, multifamily, and residential projects. Our team delivers commercial electrical construction, design-build services, maintenance, power distribution, lighting, generator systems, EV charging solutions, and dependable residential electrical service. From local service calls to complex projects across the Midwest, we bring safety, reliability, responsiveness, and accountability to every job.
• Mother Plumber (https://motherplumber.com/) is a newly formed plumbing company built on the acquisition of an existing trusted and established service plumbing company in Bloomington, Indiana. We are expanding our operational footprint into Indianapolis while strengthening our position in Bloomington.
• HeatAir – soon to be formed and/or acquired HVAC company

This is a rare opportunity to join at the ground floor of a growing platform, shaping the operational future of a high-quality, service-first business with strong local roots and ambitious expansion plans. We are transitioning from a founder run operation to a scalable, system driven electrical/plumbing/HVAC contracting platform. We are investing in people, estimating, and infrastructure and are seeking a senior operational leader to oversee execution, build systems, and scale the company.

Position Overview

This is not a maintenance role — it is a builder and scaler role.

We are hiring a senior operations leader to design and lead the operating platform that will allow Mother Plumber to grow rapidly while protecting margins, productivity, safety, and culture. You will have real authority, direct access to ownership, and compensation tied directly to company performance.

We are seeking a hands‑on, growth-oriented Director of Operations to lead day-to-day operations and scale the business across multiple markets. The Director of Operations will take ownership of operational performance in Bloomington while spearheading the launch and growth of our Indianapolis presence.

This role combines strategic leadership with operational execution and is ideal for someone who thrives in entrepreneurial environments and is eager to build, optimize, and scale a service business.

Job Responsibilities

Service Operations Leadership

• Lead all residential and commercial service operations across Mother Plumber, EleXcor, and HeatAir, ensuring exceptional customer experiences, operational excellence, and financial performance.
• Establish and maintain consistent service standards, processes, and performance expectations across all three companies.
• Drive accountability throughout the service organization, including service managers, dispatchers, customer service representatives, and field technicians.
• Develop and monitor key operational metrics, including revenue, gross margin, average ticket, membership growth, technician utilization, conversion rates, response times, and customer satisfaction.
• Ensure service operations are scalable, repeatable, and capable of supporting future acquisitions and geographic expansion.

Growth & Business Development

• Develop and execute strategies to accelerate service revenue growth across plumbing, HVAC, and electrical divisions.
• Identify opportunities to expand maintenance agreements, recurring revenue programs, service offerings, and market share.
• Partner with ownership to establish annual growth objectives, market expansion plans, and strategic initiatives.
• Build a high-performance service culture focused on customer retention, lead generation, referral growth, and profitability.
• Evaluate acquisition integration opportunities and implement service best practices across newly acquired businesses.

Operating Systems & Process Improvement

• Design, implement, and continuously improve the operating system that drives all service operations across the platform.
• Establish standardized workflows for dispatching, customer intake, scheduling, field execution, invoicing, sales processes, memberships, and service follow-up.
• Evaluate, implement, and optimize field service management software, CRM systems, KPI dashboards, reporting tools, and operational technologies.
• Develop company-wide service playbooks, SOPs, scorecards, and performance reporting systems.
• Leverage technology, automation, and data analytics to improve efficiency, customer experience, technician productivity, and profitability.

Financial Performance & Accountability

• Own service department P&L performance across all three entities.
• Develop budgets, forecasts, staffing plans, and capacity models to support growth objectives.
• Monitor pricing strategy, labor efficiency, fleet utilization, inventory management, and job profitability.
• Identify opportunities to improve gross margins, reduce inefficiencies, and maximize technician revenue production.
• Provide regular operational and financial reporting to ownership, including recommendations for continued growth and improvement.

Team Development & Leadership

• Recruit, develop, and retain high-performing service managers, technicians, dispatchers, and customer support personnel.
• Establish training programs focused on technical excellence, customer service, sales effectiveness, and leadership development.
• Build organizational bench strength and succession plans to support long-term growth.
• Create a culture of accountability, continuous improvement, teamwork, and safety.
• Coach and mentor leaders throughout the organization while ensuring alignment with company values and performance expectations.

Customer Experience & Quality Assurance

• Champion a customer-first culture that delivers industry-leading service experiences across every market.
• Monitor customer satisfaction, online reputation, callback rates, and quality metrics.
• Ensure consistency in service delivery, communication, and brand standards across all locations.
• Resolve escalated customer issues and implement corrective actions when necessary.
• Drive continuous improvement initiatives that increase customer retention and lifetime value.

Safety, Compliance & Risk Management

• Ensure compliance with all regulatory, licensing, safety, and operational requirements across plumbing, HVAC, and electrical service operations.
• Promote a culture of safety and accountability throughout the field organization.
• Partner with company leadership to minimize risk and maintain industry best practices.
• Implement policies, procedures, and training programs that protect employees, customers, and company assets.

Strategic Leadership

• Serve as the senior operational leader for the servicing division and a key member of the leadership team.
• Collaborate with ownership to define long-term strategy, organizational structure, technology investments, and growth initiatives.
• Lead change management efforts associated with process improvements, acquisitions, market expansion, and organizational development.
• Build the servicing platform into a best-in-class operation capable of supporting substantial long-term growth across all brands.

Requirements

Job Requirements

• 7-15+ years of service operations leadership experience in home services (plumbing, HVAC, electrical)
• Proven experience scaling operations across multiple locations or launching new markets
• Strong financial acumen with a track record of improving operational performance and profitability
• Hands-on leader comfortable working in both strategic and tactical capacities
• Experience building teams, systems, and processes in a growing organization
• Excellent communication and leadership skills, with the ability to motivate and align teams
• Entrepreneurial mindset with high ownership, urgency, and adaptability