Senior Manager (Drain Install)

The Big Task The Drains Installation Manager is responsible for providing leadership, structure, and accountability for the Installation Department. This role ensures teams are prepared, equipped, and aligned to execute at a high level, delivering quality work, exceptional customer experience, and consistent daily wins. Key Responsibilities Provide leadership, support, and accountability for all installation team members Manage scheduling of install jobs, team member work schedules, and subcontractor coordination Develop, document, and continuously improve installation processes and workflows Drive a 99% First-Time Quality standard across all jobs Build and maintain strong relationships with vendors and supply partners Own departmental performance, including budget, labor, gross profit, and customer experience metrics Resolve customer concerns promptly while protecting the customer experience and company reputation Monitor and reduce property damage incidents through process discipline and accountability Participate in weekly departmental meetings (L10s) and leadership development sessions Conduct regular ride-alongs for coaching, training, and quality assurance Ensure proper jobsite protection standards are followed-leave every home cleaner than it was found Ensure jobs are completed on time and within budgeted labor expectations Enforce adherence to OSHA and Thornton & Grooms safety standards Uphold and model the company's Core Values and Core Purpose Key Performance Expectations Maintain = 15% unburdened labor Deliver exceptional results on Quality Assurance inspections Conduct consistent job reviews for assigned department Achieve 100% pass rate on city inspections Maintain materials cost ~20% Conduct weekly 1:1 meetings and quarterly performance reviews with all team members 30-Day Success Objectives Master and enforce the handoff process from Drain Specialists and Service Plumbers to Install Improve job throughput to positively impact Gross Profit Partner with Field Supervisor, Parts & Asset Specialist, and Permit Coordinator to ensure all jobs are properly prepared (permits, materials, equipment) Establish and maintain a team NPS of 9.3 or higher 60-Day Success Objectives Manage install labor to < 15% of revenue Implement job costing for all projects over $1,000 Partner with Parts & Asset Specialist to improve materials ordering and returns process 90-Day Success Objectives Develop and implement a tiered installer skill matrix (right tech, right job) Support development of a performance-based compensation structure tied to quality and efficiency Establish visibility into team and individual performance metrics 1-Year Success Objectives Fully implement a cohesive compensation structure aligned with performance and skill levels Maintain = 53% gross margin Achieve = 85% employee retention within the department Ensure skill matrix, performance metrics, and accountability systems are fully operational Desired Skills & Experience Highly organized with strong follow-through and attention to detail Excellent communication and leadership skills Minimum 5 years of leadership experience (plumbing/drains preferred) Valid driver's license High school diploma or GED required Pre-Employment Requirements Pass 9-panel drug screening Pass a background check Clean motor vehicle record (past 3 years) Mission Statement To be ever building the professionalism, integrity, and honor of the trades. Core Values Love Team Professionalism Today