Key Responsibilities
We are a growing, services-based plumbing company operating across three markets. Our service operations require strong leadership to stabilize performance, improve profitability, and establish disciplined execution.
This role is a hands-on operations leadership position, not a strategy-only role.
Primary Objectives
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Stabilize day-to-day service operations
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Improve cash flow, margins, and operational efficiency
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Establish a disciplined operating cadence with clear accountability
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Build the operational foundation for profitable organic growth
Operational Leadership
Own and lead all service operations across multiple markets
Drive consistent execution at the field and dispatch level
Enforce standards, processes, and accountability across teams
Financial & Performance Management
Full P&L ownership for a $10M–$50M services business
Improve gross margin, contribution margin, and EBITDA
Control labor costs, overtime, and productivity
Strengthen cash flow and working capital management
Service Operations Execution
Oversee dispatch and call-center operations
Improve technician productivity, utilization, and job efficiency
Implement and enforce pricing discipline, menus, and upsell standards
Reduce callbacks, warranty work, and operational leakage
Drive customer retention through service quality and consistency
Metrics & Accountability
Establish and run a weekly operating cadence
Track and manage KPIs including:
Labor productivity
Revenue per tech
Gross margin
Callbacks and warranty rates
Dispatch efficiency
Hold field leadership and technicians accountable to results
Required Experience
Must-Have Background
Direct leadership of a services-based plumbing business (or plumbing-led HVAC)
Not construction-only experience
Multi-market operational leadership experience
Demonstrated turnaround or operational improvement success
Hands-on execution mindset with field-level involvement
Service Operations Expertise
Dispatch and call-center operations
Technician utilization and productivity management
Pricing discipline, service menus, and upselling
Callbacks, warranty management, and customer retention
Day-to-day ownership of service execution (not just oversight)
Financial Ownership
P&L responsibility for a business in the $10M–$50M revenue range
Direct management of:
Gross margin and contribution margin
Labor cost and overtime
Working capital and cash flow
EBITDA delivery
Ideal Candidate Profile
Operator-first mindset
Comfortable in the field and in the numbers
Decisive, accountable, and process-driven
Proven ability to lead teams through change and improvement
