Plumbing service operations manager

Ancla Plumbing LLC; Tempe (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

Ancla Plumbing LLC in Tempe is seeking a hands-on Plumbing Service Operations Manager to turn good processes into consistent execution. This role demands ownership, issue-spotting, and the ability to coach a growing service team.

You’ll own warranty handling, drive data dashboards, improve customer communication, and lead daily service huddles. The right candidate uses numbers, closes the loop, and protects the company reputation through strong operational discipline.

Qualifications

• Strong technology literacy with email, spreadsheets, and dashboards.
• Data-driven with ability to explain and track metrics.
• Coaching skills to improve call handling and technician performance.
• High ownership and end-to-end follow-through.
• Residential plumbing or home-service leadership experience preferred.

Responsibilities

• Own warranty cases from initial customer contact through documentation, repair, manufacturer RMA, reimbursement follow-up and final closeout.
• Track service and warranty performance through dashboards and reporting, then turn the numbers into action.
• Coach the call-center agents using recorded calls, booking-rate results and the company script, including price-objection handling and safety escalation procedures.
• Coach service technicians on close rate, customer communication, script execution and missed opportunities.
• Lead early-morning technician huddles to review difficult jobs, unclosed calls, scripts, priorities and lessons from the previous day.
• Drive a consistent Google-review process before technicians leave completed jobs and monitor review activity through the review dashboard.
• Own customer recovery when a negative review appears, solve the customer issue and coach the team member to prevent a repeat.
• Use email, Excel/spreadsheets, dashboards, Zendesk and other business software confidently and consistently.

Skills

Tech literacy

Data-driven

Coaching

Ownership

Customer focus

Home-service leadership

Tools

Zendesk

Excel

Job description

Ancla Plumbing is building a residential home-service operation alongside an established plumbing business, and we are looking for a hands-on Plumbing Service Operations Manager who can help turn good processes into consistent execution. This is not a role for someone who needs to be reminded what comes next. We want a manager who sees the issue, owns the follow-through, uses the numbers, coaches the team, and closes the loop.

What You’ll Own

Ancla Plumbing is building a residential home-service operation alongside an established plumbing business, and we are looking for a hands-on Plumbing Service Operations Manager who can help turn good processes into consistent execution. This is not a role for someone who needs to be reminded what comes next. We want a manager who sees the issue, owns the follow-through, uses the numbers, coaches the team, and closes the loop.

• Own warranty cases from initial customer contact through documentation, repair, manufacturer RMA, reimbursement follow-up and final closeout.
• Make sure photos, failed materials, forms and supporting documentation are captured when a product failure or property-damage claim occurs.
• Track service and warranty performance through dashboards and reporting, then turn the numbers into action.
• Coach the call-center agents using recorded calls, booking-rate results and the company script, including price-objection handling and safety escalation procedures.
• Coach service technicians on close rate, customer communication, script execution and missed opportunities.
• Lead early-morning technician huddles to review difficult jobs, unclosed calls, scripts, priorities and lessons from the previous day.
• Drive a consistent Google-review process before technicians leave completed jobs and monitor review activity through the review dashboard.
• Own customer recovery when a negative review appears, solve the customer issue and coach the team member to prevent a repeat.
• Use email, Excel/spreadsheets, dashboards, Zendesk and other business software confidently and consistently.

What Success Looks Like

• Warranty and RMA items move to completion without repeated reminders from ownership.
• Booking and close rates are visible, understood and actively coached.
• Technicians arrive prepared, learn from missed opportunities and follow a consistent customer process.
• Customer problems are handled quickly and lessons are converted into better processes and training.
• Reporting tells leadership what is happening, why it matters and what action is being taken.

The Person We’re Looking For

• Strong technology literacy. You are comfortable with professional email, spreadsheets, dashboards and learning new software.
• Data-driven operator. You know which service metrics matter and can explain how you track and use them.
• Coach, not just supervise. You can listen to a call, review a lost job and give specific feedback that improves performance.
• High ownership. You build follow-up systems and finish what you start.
• Strong customer judgment. You can de-escalate issues, make things right and protect the company reputation.
• Residential plumbing or home-service leadership experience is strongly preferred.

Why Ancla

This is a chance to have a real hand in building the operating rhythm of a growing service division. The right person will have room to improve reporting, training, accountability and the customer experience rather than simply inherit a finished system. If you’re a service leader who knows how to coach a team, use the numbers, improve the customer experience, and take ownership of results, we want to hear from you.