Field Service Manager

Love Pool Care; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Equity ownership

Healthcare and retirement benefits

401k match

Competitive base salary plus bonus

Professional growth opportunities

Job summary

Love Pool Care is seeking a dynamic, experienced leader to own LPC’s weekly service and maintenance of residential and commercial pools, reporting to the CEO and collaborating with the VPs of Operations and Finance. The role centers on building a high-performing service organization with a focus on customer satisfaction and efficiency.

You will oversee hiring, training, routing, and performance metrics to ensure excellence across all accounts, from small residential pools to large commercial

Qualifications

• Minimum of 5 years experience managing a team of 10+ in a service or hospitality industry; pool industry experience is a plus but not required.
• Proven ability to build and lead operational processes that drive efficiency and effectiveness.
• Strong interpersonal and communication skills with a knack for motivating teams.
• Self-starter with bias for action and a willingness to take ownership.

Responsibilities

• Lead and develop the service department, including hiring, firing, recruiting, and training to build leadership depth.
• Design and implement efficient operational processes for pool routes, scheduling, and account management.
• Build and run training programs leading to high technician graduation rates and long-term success.
• Identify and drive workflow improvements by partnering with senior leadership.
• Monitor service quality, customer satisfaction, and retention; report KPIs to CEO.

Skills

Leadership

Team management

Customer focus

Problem solving

Communication

Self-starter

Action oriented

Data-driven

Tools

PoolBrain

Google Suite

Office software

Job description

Love Pool Care is a leading pool service, repair, and remodel business dedicated to providing exceptional service and satisfaction to our clients across Metro Phoenix. We pride ourselves on our commitment to quality and our ability to create a welcoming and efficient environment for both our customers and team members.

Love Pool Care has an exciting growth plan currently underway. The Manager of Pool Service Operations will play a critical role in this plan and, as the company continues to expand significantly, will have numerous opportunities to grow within the company and take on additional leadership responsibilities to impact the Company.

Love Pool Care is growing rapidly through best-in-class new customer growth as well as acquisitions of routes and other companies. This presents an opportunity for those motivated by career and economic opportunities, including becoming a shareholder in the business.

Role Overview

Love Pool Care is seeking a dynamic, experienced, self-starter to join as a senior member of the team and own LPC’s weekly service and maintenance of residential and commercial pools division, the heartbeat and lifeblood of Love Pool Care. This management role will oversee our core service operations and relevant staff and report directly to the CEO and work in concert with the VPs of Operations and Finance.

Key Outcomes

• Deliver a consistently exceptional customer experience across every service account, maintaining a high standard of care for the smallest residential pool as for the largest commercial contract.
• Build a service team that delivers. Maintaining the attendance, reliability, and staffing coverage required to meet route commitments every week without exception.
• Personally model Love Pool Care's LOVED core values and hold the service organization accountable to them.
• Identify and drive improvements to workflows across the business, partnering with the senior leadership team to turn field-level insight into company-wide gains.
• Maintain customer satisfaction and retention across all account tiers, with monthly churn below 1.2%

Our Core Values

L | Love our Clients. Treat every homeowner like the most important person and leave every backyard better than you found it.

O | Own the Work We Do. Fall in love with the process. We don’t "have" to do this work; we “get” to do it.

V | Value Professionalism. Our trucks are clean, our shirts are tucked, and our language is professional. We are the company moms trust.

E | Execute Relentlessly. We get things done. No excuses. If we see a problem, we fix it before the client even knows it exists.

D | Deliver Clear Communication. Clear is kind. We over-communicate through photos, texts, and updates so no one is ever left guessing.

Key Responsibilities

• Leadership.
• Own hiring, firing, recruiting, and training for the service department — building a leadership pipeline at every level.
• Build a repeatable, documented hiring process that consistently identifies strong service technician candidates.
• Operations Management.
• Design and implement efficient operational processes, including pool route building, tech scheduling, new account management, and customer communication.
• Technician Training.
• Build and run a training program that produces high technician graduation rates and long-term technician success.
• Problem-Solving.
• Address dynamic challenges as they arise, leveraging creative solutions to enhance efficiency and service quality.
• Process-Oriented.
• Take what happens day-to-day in the field, the workarounds, the recurring issues, the things that work, and turn them into documented, repeatable, scalable processes.
• High Standards.
• Own service quality across every pool. Set and enforce quality control standards, monitor callback/reservice rates, and correct issues proactively.
• Reporting.
• Monitor and report on key performance metrics, providing insights and recommendations to the CEO.
• Collaboration.
• Coordinate closely with other business leaders and teams to ensure seamless service delivery and communication. Daily coordination with office staff and leads to determine priority customer needs.

Qualifications

• Minimum of 5 years of experience managing a team of 10+ in a service or hospitality industry, with a strong track record of creating a culture focused on exceptional customer satisfaction.Pool industry experience is a plus but not required.
• Proven ability to build and lead operational processes that drive efficiency and effectiveness.
• Strong interpersonal and communication skills, with a knack for building relationships and motivating teams.
• Self-starter and a bias for action. Output orientation with an eagerness to get things done, even if the tasks are not glamorous.
• Strong problem-solving skills, with the ability to think critically and adapt in a fast-paced environment.
• Proficient in Google Suite, office software and management tools. Ability to quickly learn new systems and technology.
• Tech-forward and comfortable working in software solutions (PoolBrain) and using data to drive decisions.
• Comfort with managing Key Performance Indicators of team.

What We Offer

• Competitive base salary plus performance bonus, commensurate with experience
• Equity ownership
• Healthcare and retirement benefits after 1 st year of experience
• 401k match of 4%
• A supportive and collaborative work environment
• Opportunities for professional growth and development