Operations Leader - HVAC & Plumbing Services

Sobieski Institute; Catalina Gardens (DE); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Comprehensive benefits package

Medical insurance

Dental insurance

Vision insurance

Paid vacation and holidays

401(k) plan

Flexible work schedule

Free training

Job summary

Sobieski Services, Inc. is seeking an experienced Operations Manager with HVAC and Plumbing experience to oversee the day-to-day operations of the HVAC and Plumbing Service Departments in Newark, DE.

The role focuses on service delivery, customer experience, and membership growth while coordinating the office and field teams. You will lead a team of CSRs, Dispatchers, and Inside Sales, ensuring optimal scheduling, capacity management, and achievement of revenue and performance goals.

Qualifications

• Minimum 5 years of management experience in residential HVAC, Plumbing, home services, call-center operations, or a similar service business.
• Demonstrated experience managing customer service and dispatch operations.
• Strong understanding of service-business capacity management and scheduling.
• Experience managing employees and holding teams accountable to measurable KPIs.
• Strong analytical, problem-solving, organizational, and communication skills.
• Strong computer and reporting skills; Service Titan experience strongly preferred.
• Experience with AI-enabled customer-service platforms preferred.
• Working knowledge of residential HVAC and Plumbing preferred; deep technical expertise is not required because technical field leadership resides with the Field Managers.

Responsibilities

• Oversee day-to-day operational performance of HVAC and Plumbing Service Departments.
• Lead office team responsible for customer service, booking, dispatch, inside sales, scheduling, membership growth and retention, AI-agent management, and coordination of field resources.
• Own maintenance membership growth and retention strategy; develop and execute targeted campaigns through CSRs, Inside Sales, AI agents, and other channels.
• Directly manage Customer Service Representatives, Dispatchers, and Inside Sales; collaborate with Field Managers on field execution and workmanship.

Skills

Leadership

Customer service

Scheduling

KPIs

Analytical

Problem solving

Communication

Organizational

AI-enabled platforms

Service Titan

HVAC knowledge

Tools

Service Titan

Job description

Sobieski Services, Inc. is seeking an experienced Operations Manager with HVAC and Plumbing experience to oversee the day-to-day operations of the HVAC and Plumbing Service Departments in Newark, DE.

The role focuses on service delivery, customer experience, and membership growth while coordinating the office and field teams. You will lead a team of CSRs, Dispatchers, and Inside Sales, ensuring optimal scheduling, capacity management, and achievement of revenue and performance goals.