Residential Plumbing Service Manager

Location: Memphis, TN / Southaven, MS Area

Compensation: $85,000 - $115,000 plus performance-based incentive

Position Overview: We are seeking a driven, high-energy Residential Plumbing Service Manager who is ready to take an established service department and help build what comes next. Step into an established residential plumbing operation with an experienced nine-technician team, strong customer demand, proven systems, and leadership committed to growth. The foundation is already here. Your opportunity is to take a good department and make it great. This is not a role for someone looking to simply maintain the status quo. You'll step into a department with experienced technicians, a strong customer base, proven systems, and significant opportunity for growth. We need a leader who sees that potential and immediately starts thinking about how to develop the team, raise performance, strengthen accountability, and drive results. At the heart of this role is people leadership. We're looking for someone who knows how to get the best out of technicians through clear expectations, consistent coaching, meaningful accountability, and genuine engagement. You'll use KPIs and performance data not simply to measure results, but to identify opportunities, build individual coaching plans, and help people continuously improve. You'll also play a major role in building the future of the department—recruiting experienced plumbers, developing apprentices, strengthening the bench, and creating an environment where high performers want to stay and grow. Technical plumbing credibility matters, but we're not simply searching for the most accomplished plumber in the room. We're looking for a leader who can make the entire room better. If you're energized by building teams, developing people, chasing ambitious goals, and seeing the measurable impact of your leadership, this is an opportunity to take ownership of an established operation and lead it to its next level.

Key Responsibilities: Lead the day-to-day performance of an established residential plumbing service department. Coach, develop, motivate, and hold field technicians accountable to clearly defined performance expectations. Monitor department and individual KPIs related to revenue, productivity, sales performance, customer experience, and profitability. Translate technician scorecards and performance data into specific coaching and development plans. Conduct consistent one-on-one meetings, ride-alongs, call reviews, training sessions, and performance discussions. Identify performance gaps early and provide timely, constructive coaching and follow-up. Recruit, interview, hire, and retain experienced residential plumbing professionals. Develop apprentices and emerging technicians to create a strong internal pipeline of future talent. Build staffing levels ahead of anticipated growth rather than allowing available manpower to limit department performance. Establish clear expectations and create a culture of accountability, engagement, continuous improvement, and recognition. Partner with company leadership to identify opportunities for revenue growth, increased productivity, improved profitability, and operational efficiency. Maintain high standards for customer service, workmanship, safety, and execution of company processes. Serve as a trusted leader for experienced technicians while consistently challenging the team to improve. Proactively identify departmental challenges and implement solutions without relying on senior leadership to drive every initiative.

Leadership Profile: We are looking for a driver who leads through coaching, not pressure. The right leader naturally brings energy and urgency to the department while building strong relationships with the people they manage. They are comfortable establishing clear expectations, showing technicians where they stand, identifying the reason behind performance gaps, and creating a plan to improve. This person understands that accountability requires consistency and follow-through. They recognize strong performance, address challenges early, and don't allow difficult conversations to linger. Most importantly, they don't wait for someone else to identify every opportunity. They take ownership of the department, continuously look for ways to make the team stronger, and are energized by the opportunity to build something better.

What Success Looks Like: Success in this position means the department improves because of your leadership. You need to be the leader who makes everyone in the room better. You'll inherit a capable team that's consistently been close to its performance targets. Your challenge is to close that gap—improving conversion, average sale, technician productivity, and overall department performance through hands-on coaching. Technicians understand their goals and know where they stand. Coaching happens consistently rather than only when something goes wrong. Performance challenges are identified and addressed early. High performers remain engaged and continue developing. Apprentices have a clear path forward, and recruiting keeps pace with the company's growth objectives. The successful manager will create measurable improvements in team performance, revenue, productivity, customer experience, staffing, retention, and profitability. This isn't a role focused on simply maintaining an established department. It's an opportunity to lead it forward.