Service Operations Manager

Watson Electrical Construction Co; North Carolina; On-site; USD 70,000 - 90,000; Full time

Job summary

Watson Electrical Construction Co is seeking an experienced Operations Supervisor to oversee service dispatch operations in Wilson, North Carolina. The role involves managing service-related contracts, ensuring compliance with SLAs, and maintaining strong client relationships. Candidates should possess at least 5 years of experience in dispatch management, strong leadership skills, and expertise in scheduling and routing. Knowledge of ServiceTitan software is preferred. This position offers opportunities for professional growth and contribution to high-quality service delivery.

Qualifications

• 5+ years of service dispatch/operations management (electrical industry preferred).
• Leadership experience with dispatcher teams and corporate account management.
• Strong scheduling, routing, and optimization expertise.

Responsibilities

• Supervise service dispatch operations for commercial and residential divisions.
• Manage corporate account processes, bid documentation, and service contracts.
• Ensure high service quality and SLA compliance.

Skills

Leadership experience with dispatcher teams

Strong scheduling and routing expertise

Excellent communication skills

Highly organized and detail-oriented

Experience with ServiceTitan software

Tools

ServiceTitan

Dispatch software

Corporate portal software

Job description

ABOUT WATSON ELECTRICAL CONSTRUCTION
Watson Electrical Construction is a leading provider of electrical contracting services, specializing in delivering high-quality solutions for commercial, industrial, and residential projects. Our company prides itself on its commitment to safety, innovation, and customer satisfaction. We are seeking an experienced and detail-oriented Service Operations Manager to join our growing team in Wilson, North Carolina.

Job Description: Operations Supervisor

Position Overview

The Operations Supervisor supervises all service dispatch operations for commercial and residential divisions while managing corporate account processes, bid documentation, and service-related contracts. Responsible for efficient scheduling, routing, technician status tracking, SLA compliance, and maintaining strong corporate client relationships. Ensures high service quality, optimized operations, and organizational excellence. Candidates with experience using ServiceTitan software are strongly preferred.

Key Responsibilities

Dispatch & Scheduling

• Supervise field techs, dispatchers, and coordinators daily.
• Ensure customer jobs are scheduled and completed efficiently.
• Oversee central service dispatch, scheduling, and route optimization.
• Monitor technician performance, safety, driving time, on-site time, completion time, compliance and invoicing.
• Lead, train, and coach dispatchers to ensure professionalism and customer-first service.
• Resolve or elevate customer and job issues.
• Rearrange schedules in real time for optimization and SLA compliance.
• Provide expertise on parts availability, quoting accuracy, and collections.

Corporate Accounts & Bids

• Distribute bid-related information, including Invitations to Bid, Addenda, Bid Bonds, and Bid Forms.
• Attend weekly preconstruction calls.
• Complete and manage pre‑qualification forms for corporate clients.
• Coordinate and maintain access to Construct Connect, Building Connect, and customer prequalification portals.
• Manage preconstruction‑related communications and documentation.

Customer & Contract Management

• Oversee customer feedback collection and post‑job communications.
• Manage service‑related contracts and portals, ensuring information remains current.
• Post and manage all notifications of billing rate changes.
• Assist service coordinators as needed with customer or portal‑related tasks.
• Assists with collections, quoting, and customer communication when needed.

Performance Management

• Track KPIs: handle time, answer time, abandonment rate, conversion rate, time‑to‑job, time‑to‑payment, drive time, first‑time fix rate, and arrival accuracy.
• Analyze performance data and implement improvements to maximize efficiency.

Reporting Structure

Reports directly to the Director of Service Operations. Supervises and provides leadership to the dispatch team and collaborates closely with service coordinators, technicians, and corporate account staff.

Qualifications

• 5+ years of service dispatch/operations management (electrical industry preferred).
• Leadership experience with dispatcher teams and corporate account management.
• Strong scheduling, routing, and optimization expertise.
• Experience with bid coordination, prequalification, and service‑related contracts.
• Excellent communication, coaching, and training skills.
• Proficiency with dispatch, reporting, and corporate portal software.

Skills & Attributes

• Highly organized, detail‑oriented, and analytical.
• Customer‑focused with SLA and corporate account commitment.
• Strong leadership and team‑building skills.
• Ability to thrive in a fast‑paced, high‑volume environment.
• Skilled in balancing dispatch optimization with corporate account

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non‑job related disability, or any other protected group status.