Operations Manager - Service

AMPAM MEP is seeking a Service Operations Manager to lead day-to-day operations across our Mechanical, Electrical, and Plumbing (MEP) Service Divisions in the greater Los Angeles, Orange County, and San Diego metro areas. This role owns the full operating performance of our service business - timely project delivery & gross margins, recurring maintenance (retention & gross margin), and truck-based on-call/repair. This role is accountable for both customer satisfaction and financial results across all three trades.

The Service Operations Manager will unify (where practical) field supervisors, project managers, and operations personnel across trades into a single, high-performing service organization. We will operate on one platform (ServiceTitan) with common standards for safety, training, tools, uniforms, vehicles, and inventory. This is a field-facing leadership role: the successful candidate will spend significant time on job sites and with customers, supporting Project Managers, Field Service Managers, and field technicians as needed to ensure successful delivery.

Reporting Structure

• Direct reports include truck-based Field Supervisors across Mechanical, Electrical, and Plumbing Service Divisions.
• Directly manages Project Managers and other Service Operations personnel as the team grows.
• Reports to the VP of Service.

Key Responsibilities

Project Delivery & Financial Performance

• Own the successful delivery of service-based projects (re-pipes, heating and hot water system replacements, HVAC replacements, electrical retrofits, fire alarm testing, access control systems, remote monitoring, and similar work), ensuring projects, maintenance and service/repair meet or exceed booked margin.
• Review project performance with project managers.
• Drive consistent job costing discipline and financial reporting across all three trades.

Maintenance & Recurring Revenue

• Maintain to a 93%+ customer retention rate for the maintenance service agreement base.
• Ensure pricing and contract escalations are applied appropriately and on time to protect margin without compromising retention.
• Work with our Preventative Maintenance Program Manager and Dispatch Team to ensure the timely scheduling of our maintenance visits.
• Oversee resource planning to ensure truck-based field teams are appropriately staffed to meet growth projections and customer service requirements across plumbing, HVAC/mechanical, and electrical (including low- and high-voltage).

Truck-Based / On-Call Service

• Ensure consistent, high-quality delivery of emergency and on-call repair services across all trades.
• Manage and optimize our after-hours call center if required due to customer feedback.
• Monitor field productivity, response times, and first-time-fix rates; address performance gaps with Field Supervisors.

One Service Division - Cross-Trade Integration

• Operate Mechanical, Electrical, and Plumbing service as a single, unified division rather than three separate businesses.
• Standardize processes, safety training, tooling, uniforms, vehicles, and inventory management across trades so the organization can deliver consistently regardless of discipline.
• Drive full utilization and adoption of ServiceTitan as the common operating platform across all service teams.
• Increase cross-trade service penetration - grow the number of customers who receive mechanical, electrical, and plumbing service from AMPAM, rather than a single trade.

Sales & Business Development Collaboration

• Partner closely with Sales and Business Development to ensure customer needs are understood and met.
• Establish a consistent process for field teams to identify and hand off retrofit and project opportunities uncovered during maintenance and service calls, ensuring leads reach the sales team promptly.
• Develop sales  operations handover process to ensure operations is set up for successful delivery
• Work with the Preventative Maintenance Program Manager to ensure alignment on maintenance scope across trades and support the successful delivery of maintenance agreements.

People Leadership

• Lead, coach, and develop Field Supervisors, Project Managers, and Operations personnel across all three trades.
• Own hiring plans for the service organization, meeting growth-to-hire targets in line with business projections, aligned with personnel plans across the Service enterprise
• Build a bench of talent to support continued growth of the service and retrofit business.

Key Performance Metrics

• Growth-to-hire: meeting headcount/hiring projections for the service organization.
• Project financial performance: projects delivered at or above booked margin.
• Maintenance retention: sustaining 93%+ customer retention with appropriate cost escalation.
• Truck-based service staffing: adequate coverage to meet growth and customer service requirements across all trades.
• Cross-trade collaboration: growth in the number of customers served across two or more trades.
• Overall service division financial performance across projects, maintenance, and on-call/repair.
• Timely work order review and submission to accounting for invoicing.

Qualifications & Requirements

• Previous operations management experience in a field-services environment; experience in mechanical, electrical, or plumbing trades strongly preferred - experience across all three is a significant plus.
• Experience in multi-family, light commercial, or residential markets preferred.
• Proven track record managing P&L performance for a service business, including project margin and recurring maintenance revenue.
• Experience leading multi-site or multi-trade field teams, including supervisors, project managers, and technicians.
• Working knowledge of ServiceTitan or comparable field service management platforms preferred.
• Willingness and ability to work in the field regularly across the LA / Orange County / San Diego metro area, supporting Project Managers, Field Service Managers, and technicians directly when needed.
• Strong collaboration skills, with demonstrated ability to work cross-functionally with sales and business development teams.
• Bilingual (Spanish) a plus, though not required.
• Valid driver's license and ability to travel locally between job sites and offices as needed.
• Collaboration with AMPAM Construction and Project Management teams to operate as “One AMPAM.”

Applicants must be currently authorized to work in the U.S. on a full-time basis without future employment sponsorship

Recruitment Agencies

To protect the interests of all parties, AMPAM will not accept unsolicited resumes from any source other than directly from candidates. Any unsolicited resumes submitted to AMPAM, including those sent directly to hiring managers or employees, become the property of AMPAM. AMPAM will not pay placement fees resulting from unsolicited submissions. External recruitment agencies should direct all inquiries exclusively to AMPAM's Talent Acquisition team.