Operation Manager

Ann Arbor Ypsilanti Regional Chamber; Michigan; Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Performance bonuses

Growth opportunities

70% employer-paid coverage

Job summary

Ann Arbor Ypsilanti Regional Chamber is seeking a Plumbing Operations Manager to serve as the operational backbone, supporting field technicians and coordinating operations to ensure profitability and smooth day-to-day activities. Plumbing experience is a plus but not mandatory.

The role is primarily office-based with some off-site visits, focusing on estimating, dispatch, scheduling, code questions, material considerations, and performance improvements across larger projects.

Qualifications

• Strong plumbing industry experience required.
• Experience in residential and commercial plumbing operations.
• Experience supporting field technicians.
• Experience with estimating and job scoping.
• Strong understanding of plumbing codes and permitting processes.
• Experience with drain/sewer operations strongly preferred.
• Experience with excavation coordination strongly preferred.

Responsibilities

• Provide real-time support to technicians in the field.
• Assist with troubleshooting plumbing, sewer, drain, excavation, and commercial service issues.
• Support technicians with customer communication and estimate presentation.
• Review scopes of work and labor expectations to support profitability.
• Coordinate with subcontractors, suppliers, municipalities, inspectors and utility departments as needed.
• Assist with scheduling, dispatch, and job assignment to optimize routing and utilization.
• Help train technicians on communication, documentation, and operational procedures.
• Assist ownership with hiring input and technician evaluation.

Skills

Leadership

Communication

Organization

Problem-solving

Multitasking

ServiceTitan

Tools

ServiceTitan

Job description

The Plumbing Operations Manager will serve as the operational backbone of the company, supporting technicians in the field while helping ensure excellent customer service, operational efficiency, strong profitability, and smooth day-to-day operations. Plumbing experience is a plus but not mandatory.

This is primarily an office-based leadership role (with some off-site job visits) focused on supporting field technicians, coordinating operations, assisting with estimating, reviewing job scopes, supporting dispatch and scheduling, helping maintain profitability, and ensuring operational consistency across the company.

The ideal candidate will act as a central support resource for technicians throughout the day by assisting with troubleshooting, estimate development, customer communication, code questions, material considerations, operational problem-solving, and job coordination.

While this role is primarily office-based, occasional site visits may be required for larger estimates, complex projects, job evaluations, or operational support when necessary.

Field Technician Support & Operational Leadership

• Provide real-time support to technicians in the field
• Assist with troubleshooting complex plumbing, sewer, drain, excavation, and commercial service issues
• Support technicians with customer communication and estimate presentation
• Review photos, videos, and field findings to assist with scope development
• Assist with difficult or escalated service situations
• Help coordinate emergency response and after-hours operational support
• Assist with large estimates, excavation projects, commercial work, and multi-day jobs
• Review scopes of work, labor expectations, and project considerations
• Evaluate materials, labor burden, equipment needs, restoration considerations, and permit requirements
• Help ensure pricing accuracy and profitability
• Coordinate with subcontractors, suppliers, municipalities, inspectors, and utility departments as needed
• Occasionally visit larger or more complex job sites when operational support or estimate development is needed
• Coordinate permits with cities, townships, and municipalities
• Assist with code interpretation and compliance
• Coordinate inspections and utility shutdowns when required
• Work with water departments, sewer departments, DPW departments, and Miss Dig
• Help ensure proper documentation and compliance on larger projects

Price Book & Operational Efficiency

• Assist with maintaining and improving the company price book
• Evaluate actual material costs and labor costs
• Help refine pricing structure for profitability and competitiveness
• Assist with inventory oversight and operational purchasing
• Monitor operational inefficiencies and identify opportunities for improvement
• Help standardize workflows and operational procedures

Scheduling & Dispatch Support

• Assist with technician scheduling and job assignment
• Understand technician strengths and assign appropriate technicians to appropriate job types
• Help improve routing efficiency and technician utilization
• Assist with emergency call triage and prioritization
• Occasionally answer incoming calls and assist customers
• Help convert incoming opportunities into booked appointments
• Assist with handling escalated customer concerns
• Support estimate follow-up and customer communication
• Help ensure strong customer experience and online reputation

Leadership & Team Development

• Support technician development and accountability
• Help train technicians on communication, documentation, and operational procedures
• Help create and improve operational systems and SOPs
• Assist ownership with hiring input and technician evaluation

Qualifications

Required Experience

• Strong plumbing industry experience required
• Experience in residential and commercial plumbing operations
• Experience supporting field technicians
• Experience with estimating and job scoping
• Strong understanding of plumbing codes and permitting processes
• Experience with drain/sewer operations strongly preferred
• Experience with excavation coordination strongly preferred

Preferred Skills

• Strong leadership and communication skills
• Ability to remain calm under pressure
• Highly organized and detail-oriented
• Strong operational problem-solving ability
• Ability to multitask in a fast-paced environment
• Strong understanding of profitability and operational efficiency
• ServiceTitan experience preferred but not mandatory
• Experience with scheduling and dispatch operations preferred
• Competitive salary $75,000-$80.000based on experience
• Benefits: health, dental & vision benefits package with 70% employer-paid coverage.
• Potential performance bonuses
• PTO(Sick Time, Paid Holidays-3.2 Weeks) including: (New Years Day, Memorial Day, 4 th of July, Labor Day, Thanksgiving, Christas Eve & Day)
• Growth opportunities within a rapidly expanding company
• Opportunity to help shape operations and company growth