Service Operations Manager, Plumbing

Bassett-Services; Plainfield (IN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Company vehicle

Tech tools provided

Job summary

Bassett-Services is seeking a Service Operations Manager to oversee plumbing operations in the Indianapolis market. Lead technicians, drive scheduling efficiency, and deliver exceptional service in a hands-on, on-site leadership role.

You will monitor KPIs, partner with sales and support, and build scalable processes to support growth while ensuring safety and quality standards across the team.

Qualifications

• 3+ years leadership in field service or related industries.
• Proven ability to lead teams, drive accountability, and deliver results.
• Experience with operational metrics and process improvements.

Responsibilities

• Lead, coach, and develop a team of plumbing professionals to achieve performance goals and deliver outstanding customer service.
• Own daily field operations by setting priorities, removing obstacles, and driving execution.
• Monitor and analyze KPIs to improve revenue, profitability, productivity, and customer satisfaction.
• Partner with leadership, sales, and support teams to align operational execution with business objectives.
• Ensure quality workmanship, efficient material usage, and timely job completion.
• Conduct ride-alongs, field audits, and job site visits to support technician development and maintain quality standards.
• Manage customer escalations and ensure prompt resolution of service concerns.
• Drive accountability around safety, compliance, permitting, and company standards.
• Support recruiting, onboarding, and ongoing development of plumbing team members.
• Help build scalable processes and procedures that support long-term growth.

Skills

Leadership

Operations management

KPI analysis

Communication

Team coaching

Field service

Safety compliance

ServiceTitan

Tools

ServiceTitan

Job description

Overview

We're looking for a strong operational leader to oversee and elevate our Plumbing team in the Indianapolis market. If you have experience leading skilled trades professionals, driving performance, and building scalable systems, this is your opportunity to make a major impact.Experience in plumbing service is preferred, but not required. We value proven leadership experience from home services and other field-based industries where accountability, customer experience, and operational excellence are key to success.

As the Service Operations Manager, you'll own the day-to-day plumbing operations across the Indianapolis market, ensuring our technicians are productive, supported, and delivering exceptional service. You'll drive scheduling efficiency, team performance, and operational excellence while helping position the business for continued growth.

Key Responsibilities

• Lead, coach, and develop a team of plumbing professionals to achieve performance goals and deliver outstanding customer service.


• Own daily field operations by setting priorities, removing obstacles, and driving execution.


• Monitor and analyze KPIs to improve revenue, profitability, productivity, and customer satisfaction.


• Partner with leadership, sales, and support teams to align operational execution with business objectives.


• Ensure quality workmanship, efficient material usage, and timely job completion.


• Conduct ride-alongs, field audits, and job site visits to support technician development and maintain quality standards.


• Manage customer escalations and ensure prompt resolution of service concerns.


• Drive accountability around safety, compliance, permitting, and company standards.


• Support recruiting, onboarding, and ongoing development of plumbing team members.


• Help build scalable processes and procedures that support long-term growth.

What You Bring

• 3+ years of leadership experience in field service, skilled trades, operations, sales, or related industries.


• Proven ability to lead teams, drive accountability, and deliver measurable performance results.


• Strong problem-solving skills and the ability to make sound decisions in a fast-paced environment.


• Experience managing operational metrics and implementing process improvements.


• Exceptional communication, coaching, and team-building skills.


• Plumbing service experience preferred, but not required.


• Experience within home services, HVAC, plumbing, electrical, construction, or other field-based industries is highly valued.


• Familiarity with ServiceTitan or similar field service management platforms is a plus.


• Ability to work on-site as a hands-on leader throughout the Indianapolis market.

What's In It For You

• Competitive base salary plus performance-based bonus opportunity.


• Full benefits package, including medical, dental, vision, life insurance, and 401(k).


• Career growth opportunities within a growing, people-first organization.


• Company vehicle and technology tools provided.


• The opportunity to make a direct impact on the growth and success of the business.


• A collaborative leadership team committed to supporting your success.

If you're a leader who thrives on developing people, improving operations, and driving results, we'd love to hear from you.

We are proud to be an Equal Opportunity Employer and is committed to creating an inclusive environment for all employees.