Plumbing Operations Manager — Build Systems & Scale Growth

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 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.