EARL TERROIRS DE PROVENCE
Service Manager – Pool Service Operations & Customer Experience
EARL TERROIRS DE PROVENCE, Austin, Texas, us, 78716
Overview
Service Manager – Pool Service Operations & Customer Experience at Poolie. This leadership role oversees pool service operations, routing, technician performance, and customer experience within the assigned service region. You will balance people leadership with operational execution and act as a key decision-maker for service operations while supporting technicians, supervisors, and cross-functional teams. What You’ll Do
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 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; work closely with Fleet and Inventory teams to ensure vehicles, tools, and parts are available, ordered, and properly accounted for. Schedule
Full-time: Monday–Friday, 8:00 AM – 5:00 PM Occasional overtime may be required based on operational needs 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 company 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 Flexibility and adaptability in a dynamic environment Nice-to-Haves
Experience managing payroll, fleet, or inventory operations Familiarity with field service management and routing tools Experience leading teams through growth and operational change Note: This job description is focused on the role’s responsibilities and qualifications without extraneous boilerplate. EEO information should be provided as required by law.
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Service Manager – Pool Service Operations & Customer Experience at Poolie. This leadership role oversees pool service operations, routing, technician performance, and customer experience within the assigned service region. You will balance people leadership with operational execution and act as a key decision-maker for service operations while supporting technicians, supervisors, and cross-functional teams. What You’ll Do
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 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; work closely with Fleet and Inventory teams to ensure vehicles, tools, and parts are available, ordered, and properly accounted for. Schedule
Full-time: Monday–Friday, 8:00 AM – 5:00 PM Occasional overtime may be required based on operational needs 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 company 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 Flexibility and adaptability in a dynamic environment Nice-to-Haves
Experience managing payroll, fleet, or inventory operations Familiarity with field service management and routing tools Experience leading teams through growth and operational change Note: This job description is focused on the role’s responsibilities and qualifications without extraneous boilerplate. EEO information should be provided as required by law.
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