Service & Operations Manager

• Hire and train team members, ensuring that staffing levels and schedules are appropriate to meet demand.
• Work with upper management to build yearly business plans for operational departments.
• Monitor employee performance to ensure daily, weekly, and monthly goals are met.
• Inspire and coach field team members to reach performance standards and hit their goals.
• Coach and train our field team on our customer service and sales process to improve customer engagement, closing rates, and increase revenue.
• Promote team engagement and show recognition by developing monthly contests and incentive programs.
• Plan and host weekly field team department meetings.
• Hold weekly/biweekly one on one meetings with direct reports.
• Go on weekly ride-alongs with technicians to coach performance and build positive relationships.
• Attend field sites each week to stay connected with team members, assisting onsite as needed.
• Implement, enhance, and develop company processes to ensure operational alignment.
• Maintain proper pricing for all departments and update regularly.
• Plan for operational needs such as staffing, vehicles & equipment, services.
• Track customer satisfaction and manage any customer concerns in a quick and effective manner.
• Build and maintain relationships with vendors, municipality representatives etc.

• Health & dental benefits - for you and your family.
• RRSP plan with company match.
• Competitive wages.
• Company supplied vehicle with take home ability.
• New technology.
• Culture building events.
• Access to training and resources to help you grow personally & professionally.
• Access to a Business coach.

• Ability to influence and drive team performance to achieve business goals and objectives.
• Proactively identifies business challenges and opportunities, implementing practical and effective solutions.
• Possess the ability to inspire both personal and professional growth in our team members.
• Responds thoughtfully to stress, feedback, and changing situations with a calm and positive attitude.
• Ability to build and maintain positive relationships with team members and customers.
• Highly organized with exceptional follow-through abilities.
• Demonstrates the ability to make sound decisions by applying experience, knowledge, and intuition.
• Excellent verbal and written communication skills.
• Excels in a fast-paced, goal driven environment.

• Minimum 5 years experience in a leadership role. Prior experience overseeing a field operations team is considered an asset.
• Previous experience in a home services industry is highly desirable.
• Knowledge of plumbing or possession of a red seal trade license is considered an asset.
• Technologically proficient - Google Workspace, Microsoft, ServiceTitan
• Certifications in leadership programs such as Maxwell Leadership, Nexstar Service/Ops Management, considered an asset.
• Must possess a valid driver’s license with a clean driver’s abstract.

Birnie Plumbing & Drains