Plumbing Operations Manager

Benjamin Franklin Plumbing, LLC; Verona (WI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Free uniforms

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Job summary

Benjamin Franklin Plumbing of West Madison in Verona, WI, is seeking an Operations Manager to own day-to-day operations, dispatch and scheduling, and KPI tracking. You will work directly with ownership to build processes, manage vendors, and keep service teams on track as we scale to a second territory.

The role requires 3–5+ years in operations or office management, experience with field service platforms (ServiceTitan a plus), and strong communication.

Qualifications

• 3–5+ years of operations or office/business management experience, preferably in home services.

Responsibilities

• Own day-to-day operations: dispatch and scheduling, technician routing, and keeping the calendar full and efficient.
• Manage the ServiceTitan platform for job tracking, invoicing, and reporting; keep data clean so revenue reporting is accurate and on time.
• Oversee the inbound call center relationship and monitor call quality, booking rates, and response times.
• Manage vendor and supplier relationships (parts, uniforms, fleet maintenance, office) and keep the shop stocked and the vans road-ready.
• Track and report core KPIs: revenue, close rate, average ticket, technician utilization, and customer satisfaction/review performance.
• Support recruiting, onboarding, and scheduling for field technicians alongside ownership.
• Coordinate with our payroll/HR provider on scheduling, PTO tracking, and new-hire paperwork.
• Field and resolve customer escalations, making sure every one of our written guarantees is honored.
• Build and maintain SOPs for daily operations as the team grows.
• Support expense coding and day-to-day financial tracking.
• Help execute local marketing and community outreach initiatives alongside ownership.

Skills

Operations management

Dispatch scheduling

ServiceTitan experience

Vendor management

Team coordination

Education

Bachelor's degree preferred

Tools

ServiceTitan

Job description

Benjamin Franklin Plumbing of West Madison | Verona, WI

Operations Manager

Benefits

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Full-time | base + performance bonus

Why Join Us

Benjamin Franklin Plumbing is a nationally recognized brand built on a simple promise: if we're late, you don't pay. We're a customer service company that happens to do plumbing, backed by the Punctual Plumber Promise, our Service & Repair Guarantee, a 20-year Whole House Re-Piping Guarantee, and an Equipment & Fixture Guarantee that stand behind every job we do.

Our West Madison location is brand new. That means no inherited systems to untangle, no legacy headaches, and a real opportunity for the right person to build how this shop runs from the ground up, working directly with ownership. If you're the kind of person who likes turning a messy day into a tight schedule, who gets satisfaction from a well-run operation instead of the credit for it, and who wants in on a growing business at the ground floor, we want to talk to you.

What You’ll Do

• Own day-to-day operations: dispatch and scheduling, technician routing, and keeping the calendar full and efficient
• Manage the ServiceTitan platform for job tracking, invoicing, and reporting; keep data clean so revenue reporting is accurate and on time
• Oversee the inbound call center relationship and monitor call quality, booking rates, and response times
• Manage vendor and supplier relationships (parts, uniforms, fleet maintenance, office) and keep the shop stocked and the vans road-ready
• Track and report core KPIs: revenue, close rate, average ticket, technician utilization, and customer satisfaction/review performance
• Support recruiting, onboarding, and scheduling for field technicians alongside ownership
• Coordinate with our payroll/HR provider on scheduling, PTO tracking, and new-hire paperwork
• Field and resolve customer escalations, making sure every one of our written guarantees is honored
• Build and maintain SOPs for daily operations as the team grows
• Support expense coding and day-to-day financial tracking
• Help execute local marketing and community outreach initiatives alongside ownership

What We’re Looking For

• 3-5+ years of operations or office/business management experience, ideally in home services, trades, or another dispatch-heavy field service business (HVAC, electrical, plumbing, pest control, etc.)
• Experience with a field service management or dispatch platform (ServiceTitan experience a strong plus)
• Strong organizational skills and the ability to juggle scheduling, vendors, people, and paperwork without dropping the ball
• Comfortable in a startup environment: willing to build processes rather than just follow them, and to wear multiple hats while the team is small
• Clear, professional communicator who can defuse an upset customer and keep a technician crew on track
• Valid driver's license with a clean driving record
• Must pass a background check and drug screening
• Bachelor's degree preferred but not required; relevant experience will be weighed equally

Compensation And Benefits

• Base salary: fair-market-pay per year, depending on experience
• Performance bonus tied to revenue and operational KPI targets
• Health, dental, and vision insurance
• 401(k) retirement plan
• Paid time off and paid holidays
• Direct mentorship from ownership and a real path to grow with the company as we scale to a second territory and additional crews

Ready to help build something from day one?

Benjamin Franklin Plumbing of West Madison is an equal opportunity employer.