Operations Manager - Residential 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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Operations Manager - Residential Services

Salary Range: $100,000.00 To $140,000.00 Annually

Sobieski Services, Inc. is seeking to hire a full-time Operations Manager with HVAC and Plumbing experience to join our team in Newark, DE. Are you interested in a career with a growing company and supportive team? This job earns a competitive salary, depending on experience. We also offer excellent benefits, including a comprehensive benefits package, medical, dental, vision, paid vacation and holidays, a 401(k) plan, free training, and a flexible work schedule. If this sounds like the right opportunity for you,

A DAY IN THE LIFE OF A OPERATIONS MANAGER

The Operations Manager is responsible for the day-to-day operational performance of the HVAC and Plumbing Service Departments. This position leads the office team responsible for customer service, booking, dispatch, inside sales, scheduling, membership growth and retention, AI-agent management, and coordination of field resources.

The Operations Manager is accountable for maintaining a properly filled three-day call board, maximizing available field capacity, ensuring the right technician is assigned to the right call, and driving achievement of HVAC and Plumbing service revenue and performance goals.

A primary responsibility of this position is ownership of the company's maintenance membership growth and retention strategy. The Operations Manager is accountable for increasing the active maintenance customer base, retaining existing members, and developing and executing targeted campaigns through CSRs, Inside Sales, AI agents, and other available customer channels.

This position directly manages Customer Service Representatives, Dispatchers, and Inside Sales and works in close partnership with the HVAC Field Manager and Plumbing Field Manager. The Operations Manager owns operational performance, customer demand, membership growth and retention, and office workflow, while the Field Managers own field execution, technical performance, technician coaching, and workmanship.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• 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.

ABOUT SOBIESKI SERVICES, INC.

Sobieski Services Inc., a division of J. F. Sobieski Mechanical Contractors, is part of an $100 million mechanical contracting company that provides premier construction services to Delaware, South Eastern PA, Cecil County, Virginia and Maryland markets. Over forty years, Sobieski Services, Inc. was founded with the intention of offering high-quality plumbing and HVAC services with a strong emphasis on customer satisfaction. We believe in three core values that have made our company successful: integrity in every decision we make, treating all team members like family, and courage to always make the right decisions. By putting an emphasis on these core values, we have been able to create strong, lasting relationships with our customers.

We acknowledge and value the talents and hard work of our team. Due to their dedication, we proudly offer great pay and benefits. We work as a team with the combined goal to grow as a home services company and into experienced professionals. Which is why we offer expert in-house consultation services as well as unlimited earning potential and career advancement opportunities.

We believe in providing the right tools for optimal success!

Are you a natural leader who thrives on keeping things running smoothly? Are you a problem-solver who enjoys improving processes, supporting teams, and getting results? If so, you may be the perfect fit for our Operations Manager position!

ARE YOU READY TO JOIN OUR TEAM?

ADA/EOE