Magic Plumbing, Heating & Cooling - San Francisco, CA Full-Time | On-Site | Monday-Friday, 7:00 AM-3:30 PM Lead the Team. Own the Board. Improve the Operation. Magic Plumbing, Heating & Cooling has served San Francisco and the Bay Area for more than 40 years. We're growing and looking for an experienced Home Services Dispatch Manager to lead our Customer Service and Dispatch operation. We need someone who knows residential home services, knows ServiceTitan, and knows how to lead people. You'll oversee a team of approximately 4-8 CSRs and Dispatch professionals while helping us improve scheduling, technician productivity, booking performance, processes, accountability, and the overall customer experience. This is a hands-on leadership role. We're looking for someone who can see what's not working, fix it, coach the team, and help us build a stronger operation. What You'll Own Lead, coach, and develop our CSR and Dispatch team Manage daily scheduling, dispatching, routing, and technician capacity Own and optimize the ServiceTitan dispatch board Monitor booking rates, cancellations, inbound/outbound calls, call quality, and other KPIs Coach CSRs on booking, objection handling, outbound calls, and customer retention Run team huddles, one-on-ones, training, and performance conversations Improve SOPs, workflows, processes, and accountability Ensure the right technician gets to the right call at the right time Support hiring, onboarding, and development of office team members Resolve escalated customer issues Partner directly with leadership to improve and scale the operation What You MUST Bring 3+ years of leadership experience in residential HVAC, plumbing, electrical, or another home-service business Leadership experience in dispatch, call center, customer service, or service operations Hands-on ServiceTitan experience Strong understanding of technician scheduling and dispatch operations Experience coaching employees against measurable KPIs Experience with inbound and outbound customer-service operations Strong leadership, communication, organization, and problem-solving skills Ability to hold people accountable while building a positive team culture Ability to work on-site in San Francisco Big plus: Experience managing both CSR and Dispatch teams, building processes/SOPs, , or knowledge of the San Francisco/Bay Area service territory. Who Will Thrive Here? You're not the type of manager who sits back and waits for someone else to solve the problem. You're hands-on, organized, resilient, accountable, and solutions-focused. You enjoy developing people, creating structure, digging into the numbers, improving processes, and making the operation run better than it did yesterday. If you've helped build or improve a plumbing, HVAC, electrical, drain, or other residential service operation, we want to hear about it. Schedule & Benefits Monday-Friday, 7:00 AM-3:30 PM, with flexibility based on business needs Medical, dental & vision insurance 401(k) with company match Paid time off & paid holidays Paid birthday off Company phone Ongoing training & professional development Career growth opportunities

Pay:

$25.00 - $35.00 per hour

Benefits:

401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Experience:

leadership in residential HVAC or home-service business: 3 years (Required) Dispatch leadership : 4 years (Preferred)

Location:

San Francisco, CA 94124 (Preferred) Ability to

Commute:

San Francisco, CA 94124 (Required)

Work Location:

In person