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Poolie · 1 week ago

Service Manager – Pool Service Operations & Customer Experience

Austin,TX,US

Full-time

Onsite

Mid, Senior Level

$55K/yr - $70K/yr

Poolie is a fast-growing pool service company in Texas dedicated to providing reliable and professional pool maintenance. The Service Manager will oversee pool service operations, technician performance, and customer experience, ensuring operational excellence and high-quality service delivery.

Building MaintenanceHome RenovationService Industry

Responsibilities

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

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

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

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

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

Oversee payroll processes for the service department, ensuring accuracy and timely submission

Review time tracking and approvals for technicians and supervisors

Oversee onboarding processes to ensure new hires are set up for success from day one

Manage offboarding and performance-based terminations when company SOPs are repeatedly not followed, ensuring compliance and clear communication

Coach supervisors to ensure training programs for new hires and ongoing development are executed consistently and effectively

Conduct performance reviews for technicians and supervisors

Provide clear, actionable feedback and identify opportunities for growth and improvement

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

Qualification

Managerial experienceService operations managementLeadership skillsKPI analysisSchedulingRoutingPayroll managementField service management toolsCommunication skillsProblem-solving skillsInterpersonal skillsFlexibilityAdaptability