Office Manager - Service Plumbing

Expert Plumbing & Water Heaters, INC. Who We Are Expert Plumbing & Water Heaters, INC. is a family-owned plumbing company that has been serving Santa Cruz County for 20 years — and we've earned every bit of the reputation we have. We've been nominated the best service plumbing company in the county 6 years in a row , because we genuinely care about the community we serve. For us, this isn't just a trade — it's about showing up for our neighbors, doing the work right, and making a real difference in people's homes and lives. We're a tight-knit team of people who take real pride in what we do. And as we grow, we need a leader in the office who feels the same way. This Role Is for You If... You're the type of person who walks into a room and naturally starts figuring out how to make it run better. You don't wait to be told what needs fixing — you see it, own it, and handle it. You've led teams before and know that the standard you hold yourself to is the standard your team will rise to. Why Expert Plumbing? You'll matter here. This isn't a corporate role where your work disappears into a machine. When the office runs well, the whole company feels it — and so will you. Nominated best in the county 6 years running. You'll be joining a company people in Santa Cruz actually trust and recommend. Direct access to leadership. You'll work side by side with the owner — no layers, no politics, just honest communication and a shared goal of growing something great. Stability with room to grow. We're not going anywhere — and neither is this role. As the company grows, so does your opportunity. About The Position & Some Responsibilities -

What You'll Own:

This is a senior leadership position — not a coordinator role. You are the operational backbone of the company, and the CEO depends on you to keep everything running at the highest level without needing to be in the weeds every day. Lead the office team — coach, develop, and hold accountable our Customer Service and Dispatcher staff every single day Run daily operations — own the schedule, the dispatch board, and every workflow that keeps our technicians productive and our customers happy Drive revenue — monitor performance against targets, support inbound lead conversion, and track the KPIs that matter Deliver an exceptional customer experience — set the tone for every interaction from first call through completed job Own our systems — serve as the primary administrator of our field service platform, keeping all data accurate and current in real time Handle permits and compliance — pull permits, coordinate inspections, and keep every applicable job above board Report to the CEO weekly — deliver clean, accurate KPI reports and flag anything that needs leadership attention before it becomes a problem Cover weekend on-call coordination — manage service requests and dispatch technicians during designated coverage periods What We're Looking For 3+ years in an office management, operations with team leadership role Experience in home services, plumbing, HVAC, or a field-service environment is strongly preferred A track record of building and developing customer-facing teams — not just managing them Comfortable with field service management software (ServiceTitan or equivalent is a plus) Proficient in Google Workspace — Gmail, Drive, Docs, Sheets Detail-oriented to a fault — accuracy in this role is non-negotiable A communicator who can adapt to any audience — technicians, customers, or ownership Someone who takes ownership without being asked and follows through without being chased Must be available for on-site work in Soquel, CA — this role requires a daily, consistent presence with clear mind and ready mind set Compensation & Benefits $60,000 - $70,000 per year , based on experience Health insurance Vision and dental coverage Paid time off (PTO) Paid sick leave Performance-based bonuses Ready to Apply? If you've read this far and thought "this is exactly the kind of role I've been looking for" — we want to hear from you. Apply through Indeed with your resume and a short note (2-3 sentences) telling us about a time you led a team through a challenging operational situation. That note tells us more than a resume ever could, and candidates who include one go to the top of the list. We review applications personally and will reach out to set up a first conversation. We look forward to meeting with you and Good Luck!

Pay:

$60,000.00 - $70,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Retirement plan Vision insurance

Experience:

Team management: 3 years (Required)

Language:

English (Required)

Work Location:

In person