Branch Operations Manager (BOM)
(People-First | Highly Organized | Coaching-Focused Leader)
The Kind of Leader We're Looking For
Are you the kind of leader who creates structure so others can succeed?
Someone who naturally looks out for their people, keeps things organized behind the scenes, and takes pride in helping a team grow-not by barking orders, but by coaching, guiding, and following through?
We are seeking a Branch Manager (BM) who leads with calm authority, consistency, and care. Someone who is steady, detail-oriented, and deeply invested in developing others.
Who We Are
For over 40 years, we've been family-owned and operated with a simple mission:
"Our Success is built on Loyalty, Experience, and Pride of our Team. Together, WE set the Standard as the 'Plumbers Plumber'."
That success shows up in the way we treat our customers and our employees. We value preparation over panic, coaching over criticism, and systems over chaos.
Role Overview
This role is the organizational and people heartbeat of our Johnson City, Tennessee Branch.
You will work closely with:
- The Regional Operations Center
- Field Managers (FM) and Quality Control Supervisors
- Outside Sales, Pump Truck Drivers, Apprentices, Trainees, and Plumbing Pros
You'll also be supported by Regional Leadership, Marketing, HR, Customer Relations, and Company Ownership.
This is not a "sit in the office and push numbers" role. It's a hands-on leadership position focused on:
- Keeping the branch running smoothly day-to-day.
- Supporting Field Managers and technicians in achieving operational success.
- Ensuring paperwork, compliance, and dispatch details don't fall through the cracks.
- Helping people succeed and advance in their roles.
What You'll Be Responsible For
People & Development
- Oversee and support a local branch team of service technicians, apprentices, trainees, and support staff.
- Participate in local hiring, onboarding, training tracking, and ongoing team development.
- Conduct weekly staff meetings and performance check-ins with a coaching mindset.
- Partner directly with Field Managers (FM) to help technicians improve technical proficiency, customer experience, and job confidence.
Organization & Administration
- Coordinate daily branch operations and schedule flow to keep technicians productive.
- Review and audit technician job paperwork daily in ServiceTitan for accuracy, completeness, and proper call closing.
- Ensure shop inventory, equipment maintenance, and administrative compliance standards are met.
- Assist with customer follow-ups and written cost estimations.
Support & Problem Solving
- Serve as a calm, capable point of contact for field personnel during the day.
- Resolve customer concerns with professionalism, urgency, and care.
- Support field operations through phone communication and routine on-site visits.
- Reinforce company safety protocols and operational standards consistently.
Growth & Collaboration
- Work collaboratively with Field Managers and Regional Leadership to hit key operational targets.
- Establish daily structure and accountability that supports sustainable growth without team burnout.
Who Thrives in This Role
This role is a great fit if you:
- Are highly organized and naturally follow through on administrative details.
- Enjoy supporting others and helping service pros build rewarding careers.
- Prefer structure, daily routines, and preparation over last-minute urgency and chaos.
- Hold people accountable through steady coaching rather than confrontation.
- Are dependable, steady, and respected for your consistency.
Qualifications
- 3-5 years of administrative, branch, or service operations management experience.
- Proven experience managing or supporting teams of 8-15+ field or office employees.
- Trades or field services experience is a strong plus.
- Direct experience using ServiceTitan, Google Workspace, or similar CRM/operating systems.
- Strong written and verbal communication skills with high attention to detail.
Benefits & Perks
- Quarterly Bonus Plan
- Medical, Dental, and Vision Insurance
- Retirement Plan with Employer Match
- Company-Paid Life Insurance
- Paid Time Off & Paid Holidays
- Annual School Supply Program
- Company-Provided Cell Phone & Tablet
- Roto-Rooter Advantage Benefits
- Company Events (cookouts, holiday celebrations, team outings)
Final Note to Candidates
If you're someone who wants to build a healthy, well-run branch, support a team you can be proud of, and maintain work/life balance-we'd love to talk with you.
Pre-employment background screening required.
Roto-Rooter is an equal opportunity employer.