Field Operations Manager

About the role

This is a hands-on, field-focused operations role. As Field Operations Manager, you are responsible for how service is delivered on every call. You will coach and support technicians in real time, reinforce strong diagnostics and sales execution, and ensure every client interaction reflects our brand’s promise.

You’ll develop technicians, reduce callbacks, improve performance metrics, and serve as Manager on Duty (MOD) on a rotating basis—supporting the team through estimates, troubleshooting, and escalations. Above all, you’ll set the tone for what excellence looks like at 1-Tom-Plumber—from arrival to closeout.

Responsibilities

• Owning the delivery of the team’s consistent 5-Star client experiences through clear communication, confident recommendations, and professional service.
• Improving closing rates, average ticket, upgrades/upsells, and membership sales through coaching and accountability.
• Reducing callbacks, rework, and customer complaints by reinforcing quality and first-time-fix standards.
• Owning the onboarding and ramp-up of new plumbers.
• Leading weekly hands-on technical and sales role-play training sessions.
• Conducting regular ride-alongs focused on efficiency, professionalism, and performance.
• Holding weekly 1:1s with technicians to coach performance and career growth.
• Serving as Manager on Duty (MOD) on a rotating schedule, supporting technicians with estimates, troubleshooting, and escalations.
• Partnering with dispatch, operations, and marketing to maintain efficient schedules, strong communication, and high morale.
• Ensuring consistent use of ServiceTitan for pricing, documentation, and job closeout.

Requirements

• Master Plumbers license required

Qualifications

• People-focused: Lead from the front, develop people, and hold high standards with clarity and respect.
• Client-experience driven: Understand that professionalism, trust, and communication are just as important as technical skill.
• Performance-focused: Care about closing rates, efficiency, and results, and know how to coach others to improve them.
• Trainer at heart: Enjoy teaching, role-playing, and helping technicians grow their confidence and skills.
• Calm under pressure: Handle after-hours calls, escalations, and tough situations with confidence and composure.
• Team-first mindset: Collaborate closely with dispatch, operations, and marketing to win together.
• Tech-savvy & organized: Comfortable using ServiceTitan, mobile tools, and digital documentation to stay efficient and consistent.

Skills

• Strong communication and interpersonal skills
• Technical expertise in plumbing
• Leadership and coaching abilities
• Ability to manage multiple tasks and priorities
• Proficiency with ServiceTitan and other digital tools

Benefits

• Base Salary of $85k - $95k, commensurate with experience + quarterly bonuses
• Competitive salary
• Dental insurance
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

Pay

Base Salary of $85k - $95k, commensurate with expereince + quarterly bonuses

Schedule

Flexible schedules

Company Culture

• Team activities and celebrations
• Stocked break room
• Leadership training & career advancement opportunities