Plumbing Unit Manager

Trades Holding Company is seeking a Plumbing Unit Manager for our Mr. Rooter brand in Cleveland, OH.

Compensation: $150k-$210k depending on experience

Responsibilities will Include: 

Operational Leadership 

• Work closely with Field Leaders to oversee operational execution within the location, to ensure efficiency and productivity. 

• Implement best practices for service delivery; ensuring Field Managers ("FMs") and Service Professionals ("SPs") are appropriately aware and trained on such practices. 

• Manage operational costs by optimizing resource allocation, reducing waste. 

• Help develop the success of new practices and policies by clearly communicating and driving accountability for compliance within the location (e.g., fleet, inventory, parts, labor, etc.).  

• Ensure the location’s compliance with safety, regulatory, and industry standards. 

Workforce & Performance Management 

• Manage and mentor the Unit’s staff, providing guidance and support to ensure high-quality service delivery. 

• Monitor and analyze performance metrics (KPIs) for all FMs and SPs in the unit.  

• Assess team capabilities and identify talent needs to ready the organization for growth; develop appropriate corrective action where performance does not meet expectations.  

• Ensure a regular cadence of communication within the Unit, to deliver top-down messaging and collect bottom-up feedback.  

• Identify SPs and FMs with management and leadership potential, and work with Brand Leader and other Trades Leadership to develop a bench of future Unit leaders.  

Technology & Change Management 

• Champion and drive technology adoption from Operations leadership through frontline technician and customer engagement.  

• Seek ways to leverage data tracking, reporting, insights, and automation to improve the Unit’s performance. 

• Serve as the champion and driver of all change initiatives for the Unit, ensuring proper and thorough field execution of all corporate initiatives. 

• Ensure adoption of The Trades Way - systems, process, policies, leadership, and operational methods that make Trades a premier partner in home services and a great place to work. 

Customer Experience & Service Excellence 

• Partner with Marketing, FIR, and Dispatch teams to interpret customer feedback, and continuously improve service delivery. 

• Develop plans to enhance the Unit’s customer satisfaction through faster response times and quality service. 

• Serve as the main point of contact for customer escalations, and critical customer issue resolution. 

Leadership & Culture Development: 

• Work with Brand Leader and Trades functional leaders to build and maintain a strong Unit culture, focused on performance, safety, and integrity.    

• Foster a culture of excellence, collaboration, and innovation across all Unit operations.  

• Ensure open and candid communication between SP and Management within the Unit. 

Requirements: 

• Minimum of 5 years experience in operational management with at least 5 years in a leadership position. 

• A proven track record of success in driving business growth and profitability. 

• Field Services experience required; Plumbing Home Services experience strongly preferred. 

• Excellent analytical and problem-solving skills. 

• Knowledge of safety regulations and best practices in trade-related fields (OSHA 10 and/or OSHA 30 considered an asset) 

• Excellent project management, organizational, and time management. 

• Experience with Service Titan a plus. 

• Sales experience is strongly preferred. 

• Strong experience with customer service and customer escalations.  

• Self-motivated, results-driven, and independent thinking. 

• Eagerness to grow and lead in the trade. 

• Strong leadership, communication, and interpersonal skills. 

• The ability to motivate and inspire a team. 

• A valid driver's license and a clean driving record are required. 

Benefits:

• Branded company provided vehicle 
• Paid time off and paid holidays
• Medical, Dental, Vision, Life, and 401(k) with match up to 4%
• Voluntary Accident Plans
• Company provided uniforms

Trades Holding Co, LLC ("Trades") is a franchisee operator of several residential home service brands, including Mr. Rooter (plumbing), Mr. Electric (electrical), Rainbow Restoration (restoration services) and AireServ (HVAC). Trades is the nation’s largest Mr. Rooter Franchisee and employs almost 300 trade professionals in multiple markets in Ohio, Indiana, Kentucky and surrounding metro areas. Founded in 1994, Trades was purchased by CPC, LLC, a perpetual investment company focused on buying companies and holding them for the long-term. Trades has a history of excellence that is illustrated through: 

• A+ from BBB (Better Business Bureau) 

• Angie’s List Super Service Award recipient 

• Google Guarantee badge 

• 10-time recipient of Neighborly’s Top Gun service award 

Trades is dedicated to its technicians and committed to providing a superior journey from apprentice to retirement. Our Operations leaders are highly motivated and results-driven, safety-focused, and are passionate about leading our field technicians with authenticity and integrity, and growing Trades’ business through excellent customer service. Trades is seeking a skilled and highly motivated Operations leader to lead and grow the Cleveland location of our Mr. Rooter plumbing business.  

Trades Holding Company, LLC (dba Mr. Rooter, Mr. Electric, Rainbow Restoration and AireServ) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.