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Operations Manager

United States, Fort Lauderdale 90000.00 - 120000.00 USD / Year · Job Posted January 18, 2026
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Job Description

We are hiring a high-impact Operations Manager for a fast-growing home services company in the Ft. Lauderdale area. This person will own the entire revenue engine across our residential service business—driving performance in the call center, booking, dispatch, lead conversion, and technician sales. You are the link from lead → booking → dispatch → field execution → revenue, elevating customer experience, supporting technicians in real time, and keeping the day-to-day operation running on rails. This leader is hands-on, fiercely analytical, and loves being in the middle of the action—coaching call-handlers and techs on what to say, how to sell, and which levers to pull to move the numbers every single day.

Job Responsibility

  • Oversee all call center activities: staffing, coaching, scheduling, and performance
  • Drive improvements in booking rate, speed-to-answer, abandonment, and dispatch efficiency
  • Implement and enforce scripts, objection handling, and customer experience standards
  • Provide daily call-by-call coaching for technicians to elevate option-building, communication, and close rates
  • Identify skill gaps from dashboards and provide targeted coaching
  • Partner with Service Managers to maintain consistent pricing and sales execution
  • Monitor advertising spend (Google LSA, PPC, P-Max, OTT, direct mail, etc.)
  • Track cost per lead, cost per job, channel performance, and recommend improvements
  • Ensure alignment between lead flow, capacity, and revenue targets
  • Track lead flow from first contact → booking → dispatch → job completion
  • Remove friction points that hinder conversion or technician productivity
  • Improve scheduling strategy to maximize revenue per day and technician utilization
  • Lead with accountability while maintaining a customer-first mindset
  • Work effectively with a strong, direct, Northeast-style owner
  • Create a culture of high performance, honest feedback, and rapid improvement

Requirements

  • Plumbing-focused operator strongly preferred (plumbing = majority of revenue)
  • 5+ years in residential service operations
  • deep understanding of call-by-call coaching
  • Demonstrated ability to improve booking rate, CSL effectiveness, and technician sales
  • Analytical, KPI-driven, and comfortable holding teams accountable
  • Experience with ServiceTitan or similar systems (ST preferred)
  • Can handle blunt, fast-paced, direct communication (owner style)
  • Strong leadership presence and ability to work cross-functionally

What we offer

  • Bonus: Monthly, based on KPIs
  • target = 25% of salary (range 0–50%)
  • PTO: 3 weeks
  • Health insurance: Provided
  • dental/vision likely added soon
  • Vehicle: Company truck or car allowance available
  • Relocation: Possible for the right candidate (lump-sum model
  • not reimbursements)
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