Operations Manager

Company Description

Mr. Swirl the Friendly Plumber has been providing reliable plumbing services to property owners across Vancouver and the Lower Mainland for over 25 years. Renowned for minimizing disruption and maximizing customer satisfaction, the company specializes in installations, repairs, maintenance, and 24/7 emergency response to ensure seamless operations. With competitive pricing, industry-leading guarantees, and proactive preventive maintenance, Mr. Swirl delivers solutions tailored to the needs of both commercial and residential properties. The team prides itself on offering honest assessments and exceptional service to prevent plumbing issues before they arise.

Role Description

We are seeking a highly skilled and dynamic Operations Manager to lead our company's operational activities. The ideal candidate will be responsible for overseeing daily operations, developing strategic plans, and ensuring the achievement of business objectives. This role requires a strong leader with proven management experience, excellent problem-solving skills, and the ability to drive business growth. The Operations Manager will play a critical role in optimizing processes, managing teams, and fostering a culture of continuous improvement to ensure organizational success.

Key Responsibilities

• Staff & Department Management: Oversee daily operations of our plumbing and technician teams, ensuring high performance and strong team morale.
• Process Optimization: Identify and implement improvements in technician workflows to boost efficiency and service quality.
• Quality Control: Monitor service standards, conduct regular checks, and address any issues to maintain excellence in every job.
• Problem Solving: Serve as the primary point of contact for escalated customer complaints, technician concerns, and operational challenges—both in the office and on the field.
• Compliance: Ensure all operations strictly adhere to health, safety, and legal standards, keeping our team and customers safe.
• Protocol & Procedure Enforcement: Guarantee all company protocols and procedures are understood and consistently followed by all staff.
• Direct Reporting: Report directly to the CEO, providing regular updates on team performance, operational issues, and improvement initiatives.
• Organizational Support: Collaborate with leadership on additional organizational functions and projects as needed, contributing to the company's overall operational success.

Qualifications

• 3–5 years of experience in operations or team management, preferably in a service or technical environment (plumbing industry experience is a plus)
• Bachelor's degree in operations management, business management, or a related field (or equivalent experience)
• Excellent written and oral communication skills
• Strong leadership and interpersonal abilities
• Exceptional problem-solving skills and a hands-on approach
• Deep understanding of process optimization and quality assurance
• Knowledge of relevant health, safety, and legal compliance requirements