Plumbing Service Ops Manager — Data-Driven Coach

Ancla Plumbing LLC; Tempe (AZ); Vor Ort; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Tech literacy

Data-driven

Coaching

Ownership

Customer focus

Home-service leadership

Tools

Zendesk

Excel

Jobbeschreibung

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.