Job Description

Job Description

Plumbing Operations Manager

Join AAA Service, where excellence isn’t just our standard, it’s our culture.

As one of the most trusted and fastest-growing home service companies in the Denver metro area, we invest in our people the same way we invest in our customers: with integrity, respect, and unwavering support. At AAA Service, you’ll be part of a positive, high-performing team that celebrates your success, helps you grow, and gives you the tools, training, and leadership you need to build a long, rewarding career. If you're looking for a place where your talent is valued, your work makes a real impact, and your opportunities are limitless, AAA Service is where you want to be.

What's In It For You

• Highly competitive base salary + performance bonuses, with projected annual earnings of $175,000+.
• Comprehensive medical, dental, and vision coverage for you and your family.
• 401(k) with company match to support your long-term financial goals
• Paid holidays in addition to accrued paid time off.
• Company-provided vehicle, gas card, and toll pass for seamless travel.
• Ongoing professional training and development from some of the best experts in the industry.

The Role

Lead and develop the Plumbing and Sewer & Drain Departments to consistently deliver the highest-quality service on every call, ensuring we exceed customer expectations and outperform department metrics.

Responsibilities

• Coach and develop staff by conducting weekly ride-alongs, bi-weekly 1:1 coaching sessions, and monthly performance reviews focused on sales, service quality, maintenance, repairs, dispatch accuracy, and operational compliance.
• Maintain a cancel rate under 10% through proactive customer follow-up, technician coaching, and process improvements.
• Manage departmental P&L by reviewing budget variances weekly, maintaining labor margins within target, and controlling material and operational expenses.
• Monitor performance daily to ensure field employee revenue goals are achieved or exceeded on a consistent basis.
• Drive team performance by achieving monthly KPIs such as close rate, average ticket, maintenance agreement sales, and customer satisfaction scores.
• Ensure 100% compliance with safety protocols by conducting monthly safety trainings, performing weekly safety audits, and immediately addressing safety violations.
• Ensure that quarterly and annual inventory cycle counts follow company standards.
• Proactively evaluate workflows quarterly and implementing efficiency improvements when needed, collaborating with General Manager.
• Daily 1:1 meeting with department Project Coordinator(s), ensuring workflow standards are being exceeded.
• All tasks related to customer issues must be closed within 48-hours of receiving.
• Communicate clearly and consistently, providing recognition highlights, team updates, and feedback consistently to strengthen employee engagement.
• Establish and track customer satisfaction metrics (ex: maintaining a Google rating of 5- Stars, surveying 15% of closed opportunities) and coach staff to achieve improvement targets.
• Ensure appropriate staffing levels by maintaining technician-to-call ratios, forecasting seasonal needs 60–90 days in advance, working closely with recruitment team.
• Build a cohesive and engaged team by conducting quarterly team-building activities and maintaining a technician retention rate of 70% or higher monthly and annually.
• Perform other job duties as assigned to support operational success and evolving business needs.

Requirements

• Ability to inspire personal and professional growth in team members.
• Highly organized, detail-oriented multitasker with strong presentation and communication skills.
• Proficient with computers and Microsoft Office (Excel, Word, PowerPoint).
• Committed to delivering exceptional customer satisfaction.
• Capable of driving team performance to meet business goals and KPIs.
• 5+ years of management and sales experience required.

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