Service Manager - Pool Service Operations & Customer Experience
hace 6 días
Austin
Job DescriptionDescription:Who We Are At Poolie, we started with a simple goal: make pool maintenance reliable, professional, and hassle-free. From day one, our mission has been to raise the bar in pool service, combining expertise, integrity, and a commitment to customer satisfaction. Today, we’re one of the fastest-growing pool service companies in Texas, trusted by hundreds of residential and commercial customers. Our team is built on collaboration, respect, and pride in a job well done, and we believe that when our people succeed, our customers do too. What We Offer • Salary range: $55,000 – $70,000 annually, based on experience, • Health, dental, and vision insurance, • Company-paid short & long-term disability, • Employee Assistance Programs (EAP) for mental health and wellness, • Paid time off, • 10 paid company holidays, • Training and development opportunities, • Employee Purpose Plan, • A high-impact leadership role in a fast-growing pool service companySchedule, • Full-time: Monday–Friday, 8:00 AM – 5:00 PM, • Occasional overtime may be required based on operational needsWhat You’ll Do As a Service Manager, you will oversee pool service operations, routing, technician performance, and customer experience. This role is critical to ensuring operational excellence, high-quality service delivery, and strong team performance across your assigned service region. You’ll balance people leadership with operational execution, acting as a key decision-maker for service operations while supporting technicians, supervisors, and cross-functional teams. Responsibilities: • Customer Experience Management:, • Ensure an exceptional customer experience by actively monitoring service quality and addressing concerns quickly and effectively., • Handle escalated customer issues across calls, texts, and emails with empathy and professionalism., • De-escalate challenging situations while maintaining Poolie’s service standards and long-term customer trust., • Weekly Service Scheduling & Routing:, • Own and optimize weekly service schedules, routes, and service calls for your service team., • Act as the primary owner of all routing responsibilities to ensure efficiency, on-time service, and balanced workloads., • Adjust schedules proactively based on staffing changes, weather conditions, or urgent service needs., • Service Team Management:, • Oversee all aspects of the service team within your region., • Support technician development, approve PTO, and manage scheduling accordingly., • Maintain strong working relationships with technicians and supervisors to drive engagement and accountability., • Staffing & Headcount Planning:, • Manage department staffing through the tech roster to meet service demand., • Ensure appropriate headcount levels and support hiring needs in partnership with HR and leadership., • Ownership of Department KPIs:, • Establish, monitor, and analyze key performance indicators related to service quality, efficiency, productivity, and customer satisfaction., • Implement action plans and operational improvements to meet or exceed department goals., • Payroll Management:, • Oversee payroll processes for the service department, ensuring accuracy and timely submission, • Review time tracking and approvals for technicians and supervisors., • Onboarding & Offboarding:, • Oversee onboarding processes to ensure new hires are set up for success from day one., • Manage offboarding and performance-based terminations when company SOPs are repeatedly not followed, ensuring compliance and clear communication., • Training & Development Quality:, • Coach supervisors to ensure training programs for new hires and ongoing development are executed consistently and effectively., • Performance Reviews:, • Conduct performance reviews for technicians and supervisors., • Provide clear, actionable feedback and identify opportunities for growth and improvement., • Cross-Functional Collaboration:, • Own the relationship with the Repair Team to ensure strong coordination between service and repair operations. Apply today and dive into a leadership career that makes a splash! Requirements:What We’re Looking For Must-Haves: • Previous experience in a managerial role within the pool industry, home services, or a related field, • Strong leadership and people management skills, • Excellent organizational, problem-solving, and decision-making abilities, • Strong communication and interpersonal skills, • Experience managing schedules, routing, and service operations, • Ability to analyze KPIs and use data to drive performance improvements, • Experience managing payroll, fleet, or inventory operations, • Familiarity with field service management and routing tools, • Experience leading teams through growth and operational change PIf387149acf6d-25405-39335345