Role Overview

We are a premier, high-volume residential and commercial field services provider in the San Francisco Bay Area. Handling approximately 200 service calls per day, the company operates a fast-paced 24/7 service model delivering emergency repairs, spring replacements, opener installations, and custom door solutions.

We are seeking an experienced, on-site Operations Manager to take complete operational ownership across field technician management, office operations, CSR supervision, and revenue growth. Serving as the primary operational leader on the ground, you will recruit, train, and dispatch service technicians, manage in-office customer service representatives, optimize job conversion rates, and streamline workflows using our Dispatch CRM.

This role requires a candidate who knows the garage door industry inside and out, possesses deep native knowledge of Bay Area geography, and brings strong leadership to drive company revenue and service efficiency.

Key Responsibilities

Field Technician Management & Leadership

Recruit & Onboard: Hire, onboard, and train field service technicians across the San Francisco Bay Area service territory.
Coaching & Upselling: Conduct hands-on field training, safety checks, and upsell coaching to increase average ticket sizes and conversion rates.
Performance Monitoring: Oversee live field progress, job completion rates, and technician schedules in the Dispatch CRM.
Field Support: Address technician escalations, complex technical requirements, and field emergencies promptly.
Fleet & Inventory: Manage inventory tracking, truck stock replenishment, and maintenance for field service vehicles.

Office Operations & Customer Care

CSR Supervision: Directly supervise in-office Customer Service Representatives (CSRs) and dispatch staff to ensure efficient call handling and high booking rates.
Call Volume Management: Oversee daily call intake (200+ calls/day), ensuring rapid dispatch turnarounds for urgent service requests.
Customer Escalations: Resolve complex customer service inquiries and maintain high customer satisfaction across all service zones.
Financial Reconciliation: Reconcile daily job receipts, invoicing accuracy, and payment collections between field and office teams.

Strategy & Revenue Growth

Revenue Strategy: Execute initiatives aimed at increasing monthly revenue, expanding average job values, and hitting target profit margins.
Route & Dispatch Optimization: Leverage local Bay Area geographic familiarity to optimize dispatch routes, response times, and technician productivity.
Bottleneck Elimination: Analyze call intake metrics and conversion rates to streamline daily workflows and remove operational friction.
Executive Partnership: Partner with company leadership to set operational targets, refine commission frameworks, and expand service capacity.

Qualifications & Skills

Industry Experience: 2–5 years of hands-on operations or field management experience specifically in the garage door repair and installation industry (former technicians, service managers, or dispatch leads preferred).
Technical Knowledge: Deep working knowledge of garage door parts, springs, openers, commercial systems, and repair pricing structures.
Local Geography: Native familiarity with San Francisco Bay Area geography, transportation corridors, and local market dynamics.
Leadership & Hiring: Proven track record of recruiting, training, and managing field technicians and in-office customer service teams.
Software Proficiency: Practical experience with Dispatch CRM (or equivalent field service scheduling platforms), VoIP phone systems, and fleet GPS tracking tools.
Drive & Accountability: Results-driven mindset focused on increasing revenue, technician productivity, and customer retention.

Technology & Tools

Candidates should be proficient with or capable of quickly mastering

Dispatch CRM (Field Service & Scheduling Management Software)
High-Volume Business Phone Systems & VoIP Platforms
GPS Tracking & Fleet Management Software
Google Workspace & Microsoft Office Suite
Digital Invoicing & Field Payment Processing Systems

Working Hours & Schedule

Format: Full-Time, On-Site (Monday – Friday standard office hours).
Operational Flexibility: Because we operate a 24/7 high-volume service model (with peak call volume running until 10:00 PM), the Operations Manager must maintain operational flexibility to support off-hour escalations when necessary.

Operations Manager - 65641191431