An established and rapidly scaling Brisbane-based plumbing services company is seeking a highly capable Service Operations Manager to work directly under the General Manager and take ownership of day-to-day operational execution. With strong lead flow, advanced field-service systems, and a clear growth trajectory toward a multi-trade services group, the business is building a disciplined, high-performance service engine to support its next stage of expansion. This is not an administration role. This is a hands-on operational leadership role within a fast-paced reactive maintenance environment. The Role Reporting to the General Manager, you will be responsible for the operational performance of the service division, including scheduling execution, technician productivity, customer experience, commercial protection, and systems discipline. You will own the daily operational rhythm of the business. Key areas of responsibility include: Daily dispatch and scheduling performance (target 95% schedule fill) Technician utilisation, drive-time management and job duration control Ensuring complete job notes, correct invoicing and on-site payment collection Monitoring discounting behaviour and protecting pricing integrity Reviewing booking performance, abandoned calls and unsold estimates Handling customer escalations and pricing objections confidently Overseeing web and email enquiry workflows (rapid response expectations) Developing and enforcing clear operational SOPs Tracking KPIs daily and delivering structured weekly reporting to the GM Oversee activities of Customer Service Representatives, handle call overflows and resolve customer disputes Maintaining compliance documentation discipline and safety adherence You will work closely with field technicians, maintaining visible leadership and operational accountability. About You This role requires a strong maintenance plumbing or reactive trade services background (e.g. residential electrical, facilities maintenance). You will ideally bring to the table: Experience managing tradespeople in a reactive service environment Direct responsibility for running dispatch/scheduling boards Strong commercial awareness (revenue per tech, booking rates, margins) Experience using field-service software platforms (ServiceTitan, SimPRO, AroFlo, ServiceM8, Ascora or similar) Confidence handling customer disputes and pricing conversations A structured, process-driven mindset High attention to data accuracy and reporting discipline A hands-on leadership style and comfort working closely under a GM Construction-only backgrounds will not be suitable. Why This Opportunity? Work within a profitable, fast-scaling plumbing business Technology-enabled operations (modern field-service systems) Clear growth roadmap and expansion into complementary trades Direct partnership with an experienced General Manager Real operational ownership and authority Performance bonus structure aligned to results This is a genuine opportunity to drive operational efficiency of a thriving, founder-led business on the cusp of major growth. You’ll work alongside an impressive and collaborative GM, supported by engaged owners and talented client support and field services teams, to help scale the organisation into a multi-trade powerhouse. This is a genuine opportunity for an experienced service operations leader who wants to step into a disciplined, performance-driven environment and help build a formidable business. The role is full-time and based on-site Monday to Friday in North-East Brisbane / Airport Precinct. A competitive remuneration package performance incentives are on offer, with scope for progression as the business continues to grow. Interviews are occurring immediately
