Site Service Manager - West Bridgewater, MA
12 hours ago
Job description
About Company:
Site Manager – Swimming Pool Service Company
Position Overview
The Site Manager is responsible for the full operational and financial performance of a regional swimming pool service location. This role owns site-level P&L results, operational efficiency, customer satisfaction, and safety performance. The Site Manager ensures disciplined execution, strong gross margins, high service standards, and a culture of accountability.
Success in this role is measured by profitability, technician productivity, customer retention, and safety outcomes.
Core Responsibilities
Operational Leadership
- Lead all daily service operations including scheduling, routing, dispatch, and quality control
- Drive technician productivity, first-time fix rates, and on-time completion
- Oversee maintenance, repair, and renovation service delivery
- Manage inventory controls, equipment readiness, and fleet operations
- Implement process improvements to increase efficiency and reduce waste
- Maintain strong operational KPIs and performance reporting
Financial & P&L Ownership
- Own full site P&L: revenue, labor, materials, overhead, and EBITDA performance
- Achieve targeted gross margin through labor planning, cost control, and pricing discipline
- Develop and manage annual budgets and rolling forecasts
- Monitor financial results and proactively address variances
- Ensure accurate job costing and margin tracking
Team Leadership & Development
- Recruit, develop, and retain high-performing technicians and staff
- Conduct performance reviews and set clear accountability standards
- Ensure required certifications, safety training, and skill development
- Build a culture of professionalism, ownership, and safety
- Drive technician engagement and retention
Customer Experience & Relationship Management
- Maintain high service standards and rapid response times
- Resolve escalated customer issues professionally and efficiently
- Strengthening relationships with residential and commercial clients
- Drive customer satisfaction, retention, and referral growth
Safety & Compliance
- Enforce OSHA standards and company safety policies
- Conduct regular safety meetings and audits
- Ensure proper chemical handling, storage, and transportation
- Maintain compliance with all local, state, and federal regulations
- Drive a low incident rate and strong safety culture
Strategic Execution
- Implement company initiatives at the site level
- Identify opportunities for operational improvement and growth
- Collaborate with senior leadership on expansion and performance strategy
- Continuously improving efficiency, margin, and service delivery
Work Environment: This is a full-time, in-person leadership role requiring daily on-site presence to oversee field operations, team performance, safety, and customer service delivery.
Required Qualifications
- 5+ years of progressive operations leadership experience, preferably in swimming pool service, field services, construction, home services, or a related trade industry
- Demonstrated experience owning and managing full site P&L performance, including revenue, labor, materials, and EBITDA
- Strong understanding of service routing, technician productivity management, and operational KPI tracking
- Proven ability to drive gross margin through labor planning, pricing discipline, and cost control
- Experience leading, coaching, and developing field technicians and support staff
- Knowledge of OSHA standards and workplace safety compliance
- Strong financial acumen, including budgeting, forecasting, and job costing
- Excellent problem-solving, decision-making, and conflict resolution skills
- Proficiency with service management software and Microsoft Office Suite
- Valid driver's license with a clean driving record
Preferred Qualifications
- Experience in swimming pool maintenance, repair, renovation, or related water systems
- Certified Pool Operator (CPO) or equivalent industry certification
- Experience managing fleet operations and inventory control
- Track record of improving technician productivity and customer retention
- Bilingual (English/Spanish) is a plus
What We Offer
- 9 paid holidays
- Paid vacation and sick time
- Employer-matched 401(k)
- Employer-paid life insurance
- Optional supplemental life insurance
- Medical, dental, and vision insurance plans
Equal Opportunity Employer Statement
We are proud to be an Equal Opportunity Employer and are committed to fostering a diverse, equitable, and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic.
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