Position Overview

The Manager of Service Operations is responsible for leading internal support functions that enable efficient, scalable, and high-performing operations across the organization. This role oversees the company's Information Technology, Training, and Permitting functions and staff while partnering closely with the Director of Operations and President to support company-wide operational priorities.

The position drives operational efficiency, process improvement, cross-functional coordination, and infrastructure support for a fast-paced residential plumbing, heating, and electrical services organization. The Manager of Service Operations plays a key role in maintaining operational continuity, supporting company growth initiatives, and ensuring internal systems and teams effectively support field operations and customer service excellence.

This role also serves as a backup operational leader for service management functions as needed.

Essential Functions and Duties

Operational Leadership

• Lead and develop the Permitting, Training, and Information Technology departments.
• Establish accountability, performance expectations, and departmental priorities.
• Drive operational consistency and alignment across support functions.
• Partner with executive leadership on strategic initiatives, operational improvements, and company priorities.
• Provide leadership support during operational escalations, staffing gaps, or business continuity events.

Process Improvement, Data Reporting, & Business Operations

• Identify operational inefficiencies and implement scalable process improvements.
• Develop, document, and optimize operational workflows and internal procedures.
• Support organizational growth through infrastructure, systems, and operational planning.
• Monitor operational performance metrics and reporting to support data-driven decision-making.
• Collaborate cross-functionally to improve communication and execution between departments.

Information Technology Oversight

• Oversee day-to-day IT support operations, systems management, and vendor relationships.
• Support operational technology improvements and system reliability.
• Help ensure data security, communication systems functionality, and operational continuity.
• Coordinate implementation and optimization of business technology platforms.

Permitting & Compliance Oversight

• Oversee permitting, inspections, licensing coordination, and regulatory support functions.
• Ensure operational compliance requirements are completed accurately and on schedule.
• Improve permitting workflows and communication between field and office operations.

Training & Quality Assurance

• Oversee employee onboarding, training coordination, and operational quality initiatives.
• Oversee onsite training initiatives for service technicians.
• Help reinforce company standards, policies, culture, and customer service expectations.

Field Operations Support

• Serve as a backup operational leader for service management when needed.
• Support staffing coordination and operational execution.
• Assist in maintaining service continuity during peak demand or leadership absences.

Other Duties as Assigned

Qualifications

• Five+ years large budget project management experience required.
• Five+ years management experience (hiring/firing) required.
• Bachelor's degree required.
• Five+ years enterprise resource planning (ERP) and/or field service management (FSM) platform selection and implementation experience required; ServiceTitan experience a plus.
• Project Management Professional (PMP) certification a plus.
• Demonstrated leadership experience in operations, business administration, information technology, or service management.
• Advanced Microsoft Office skills.
• Experience leading cross-functional teams within a fast-paced service environment preferred.
• Strong organizational, problem-solving, and operational leadership skills.
• Ability to manage multiple priorities and drive accountability across departments.
• Outstanding written and verbal communication and organizational skills.
• Experience with operational systems, reporting, and process improvement initiatives.
• Residential trades, home services, HVAC, plumbing, electrical industry experience preferred.

Physical Demands

• Ability to sit, stand, walk, bend, and lift up to 50 pounds.
• Frequent use of computers, communication systems, and office equipment.
• Ability to communicate effectively in person, by phone, and electronically.
• Understand the speech of another person.
• Speak clearly so listeners can understand.
• Hear sounds and recognize the differences between them.
• Use hands, wrists, and fingers to reach out and/or handle, control, &/or feel items.
• See details of objects and determine the distance between objects.