Plumbing Operations Manager

Plumbing Operations Manager
Benjamin Franklin Plumbing of West Madison | Verona, WI
Full-time | base + performance bonus

WHY JOIN US

Benjamin Franklin Plumbing is a nationally recognized brand built on a simple promise: if we're late, you don't pay. We're a customer service company that happens to do plumbing, backed by the Punctual Plumber Promise, our Service & Repair Guarantee, a 20-year Whole House Re-Piping Guarantee, and an Equipment & Fixture Guarantee that stand behind every job we do.

Our West Madison location is brand new. That means no inherited systems to untangle, no legacy headaches, and a real opportunity for the right person to build how this shop runs from the ground up, working directly with ownership. If you're the kind of person who likes turning a messy day into a tight schedule, who gets satisfaction from a well-run operation instead of the credit for it, and who wants in on a growing business at the ground floor, we want to talk to you.

WHAT YOU'LL DO

- Own day-to-day operations: dispatch and scheduling, technician routing, and keeping the calendar full and efficient
- Manage the ServiceTitan platform for job tracking, invoicing, and reporting; keep data clean so revenue reporting is accurate and on time
- Oversee the inbound call center relationship and monitor call quality, booking rates, and response times
- Manage vendor and supplier relationships (parts, uniforms, fleet maintenance, office) and keep the shop stocked and the vans road-ready
- Track and report core KPIs: revenue, close rate, average ticket, technician utilization, and customer satisfaction/review performance
- Support recruiting, onboarding, and scheduling for field technicians alongside ownership
- Coordinate with our payroll/HR provider on scheduling, PTO tracking, and new-hire paperwork
- Field and resolve customer escalations, making sure every one of our written guarantees is honored
- Build and maintain SOPs for daily operations as the team grows
- Support expense coding and day-to-day financial tracking
- Help execute local marketing and community outreach initiatives alongside ownership

WHAT WE'RE LOOKING FOR

- 3-5+ years of operations or office/business management experience, ideally in home services, trades, or another dispatch-heavy field service business (HVAC, electrical, plumbing, pest control, etc.)
- Experience with a field service management or dispatch platform (ServiceTitan experience a strong plus)
- Strong organizational skills and the ability to juggle scheduling, vendors, people, and paperwork without dropping the ball
- Comfortable in a startup environment: willing to build processes rather than just follow them, and to wear multiple hats while the team is small
- Clear, professional communicator who can defuse an upset customer and keep a technician crew on track
- Valid driver's license with a clean driving record
- Must pass a background check and drug screening
- Bachelor's degree preferred but not required; relevant experience will be weighed equally

COMPENSATION AND BENEFITS

- Base salary: fair-market-pay per year, depending on experience
- Performance bonus tied to revenue and operational KPI targets
- Health, dental, and vision insurance
- 401(k) retirement plan
- Paid time off and paid holidays
- Direct mentorship from ownership and a real path to grow with the company as we scale to a second territory and additional crews

READY TO HELP BUILD SOMETHING FROM DAY ONE?

Apply today: https://benjamin-franklin-plumbing-of-west-madison.careerplug.com/jobs

Benjamin Franklin Plumbing of West Madison is an equal opportunity employer.