Plumbing operations
Operations Manager for Plumbing Companies
By Cole Kline, Founder, Edge Operations Managers
A plumbing operations manager runs emergency and scheduled dispatch, plumber performance, callbacks and the weekly scorecard so the owner isn't answering every after-hours call. It usually fits owner-led plumbing companies of 10–50 people that mix service, drain and water-heater work with remodel or new-construction jobs.
What the OM owns in plumbing
Emergency triage rules and on-call rotation, splitting service vs. project crews, job photos and documentation, permits and inspections, water heater/fixture stock, warranty and callback reviews, customer escalations.
KPI list
Definitions only; your targets are your own.
| KPI | Definition | Owner |
|---|---|---|
| Emergency response time | Booked emergency call to plumber on site | Dispatcher |
| Call booking rate | Booked ÷ bookable inbound calls | CSR lead |
| First-time fix rate | Jobs completed on first visit ÷ jobs completed | Service manager |
| Callback/warranty rate | Return visits for same issue ÷ completed jobs | OM |
| Average ticket | Service revenue ÷ completed service calls | Service manager |
| Drain/camera upsell rate | Inspections or follow-on work sold ÷ eligible calls | Service manager |
| Project schedule adherence | Project phases completed on planned date ÷ phases due | Project lead |
| Permit/inspection pass rate | Inspections passed first time ÷ inspections | Project lead |
| After-hours coverage gaps | On-call shifts missed or unfilled per month | OM |
| Days sales outstanding (projects) | Average days from invoice to payment on project work | Office manager |
Free tools to run your Plumbing company on a weekly rhythm
Free resources from Edge. Put your numbers in one place, and give an operations manager a playbook to run.
Free resources
- EDGEos Playbook template
- The Owner's Hiring & Onboarding Playbook for Operations Managers
- CEO DashboardTrack the KPIs above in one sheet. Watch the setup video and make a copy.
Seasonal ops calendar
| Period | Ops focus |
|---|---|
| Winter (Dec–Feb) | Frozen/burst pipe surge, on-call depth, water heater stock |
| Spring (Mar–May) | Sump pump and outdoor spigot checks, remodel season starts, hire for summer |
| Summer (Jun–Aug) | Remodel/new construction peak, sewer/drain work, vacation coverage |
| Fall (Sep–Nov) | Winterization reminders to customers, water heater replacements, holiday-load drain calls; plan winter on-call |
Timing varies by region and climate; adjust to your market.
Role chart
| Size | Typical structure |
|---|---|
| ~10 | Owner → OM (runs dispatch) → service plumbers, apprentice(s), 1 office/CSR |
| ~25 | Owner → OM → Service manager, Project/construction lead, Office lead (CSR, dispatch, billing) |
| ~50 | Owner → OM/GM → Service mgr, Drain/sewer lead, Construction PM, Office/CS mgr, Fleet & inventory lead, Training/apprentice coordinator |
Document these 5 SOPs first
If you're writing your first SOPs, start with the plumbing jobs that come up every week and pull you in when they go wrong:
- Answering and booking a service call
- Dispatching emergency vs. scheduled jobs
- Presenting repair options to the homeowner
- Closing out a job: photos, notes, invoice and payment
- Handling a callback or warranty visit
Write each one as the steps your best person already follows. The free EDGEos Playbook template above gives you a format to use (get it here).
Signs you need one
You carry the emergency phone; project work and service compete for the same plumbers every week; callbacks aren't tracked.
Want someone else running this?
If you're still the one running dispatch, crews or the weekly numbers, talk to us. We'll look at where the business runs through you.
Book a callFrequently asked questions
Service and construction: one OM or two?
Many shops start with one OM and split later with a project lead under them.
Should the OM hold a plumbing license?
Licensing rules vary by state; the OM doesn't always need one if a licensed master supervises the work as required.
What's the first SOP to write?
Emergency triage and on-call handoff.
Ready to hand off the operations?
Talk with us about placing a full-time Operations Manager who installs EdgeOS inside your existing tools.
Book a callNot ready to talk yet?
Start with our free tools, including the CEO Dashboard scorecard, and see where your business stands.
Get the CEO Dashboard