Call Center & Dispatch Manager – Home Services

Your Team. Your Department. Your Opportunity to Build Something. Magic Plumbing, Heating & Cooling has proudly served San Francisco and the Bay Area for over 40 years. We're growing, expanding into a new office space, and looking for an experienced Call Center & Dispatch Manager who's ready to take ownership and help us build a high-performing operation. This isn't your typical management position. We're looking for a hands-on, driven leader who can step in, take charge, develop a strong team, improve processes, and make a measurable impact on our business. You'll have the opportunity to help shape our newly expanded office operation, establish structure, and lead our Customer Service and Dispatch department as we continue to grow. If you're someone who takes initiative, thrives on accountability, and enjoys building successful teams, we want to hear from you. What You'll Do Take ownership of daily call center and dispatch operations, leading approximately 4–8 team members. Coach, train, and develop CSRs and Dispatch professionals. Manage inbound/outbound call performance, booking rates, scheduling, and customer satisfaction. Oversee ServiceTitan dispatch boards, technician routing, and scheduling efficiency. Establish and improve SOPs, workflows, training, and accountability. Monitor KPIs, identify performance gaps, and implement solutions. Support hiring, onboarding, and team development. Work directly with leadership to improve operations and support business growth. What You Must Bring 3+ years of leadership experience in residential home services (HVAC, plumbing, electrical, or related industries). Proven call center management experience is required. Hands-on experience using ServiceTitan. Strong knowledge of dispatching, technician scheduling, and service operations. Experience coaching employees, managing performance, and improving KPIs. Excellent organizational skills, attention to detail, and problem-solving abilities. Ability to work independently, make decisions, and hold your team accountable. Reliable availability to work on-site in San Francisco. Who Will Succeed Here? We're looking for someone who's hungry to grow, takes pride in their work, and doesn't wait to be told what needs to be done. You notice problems, take action, develop your people, and own your results. This is a hands-on leadership role requiring consistency, commitment, and a strong work ethic. Our ideal candidate lives within approximately 30 minutes of our San Francisco office and is ready to be fully engaged in the day-to-day operation. What We Offer $70,000–$81,000 annually, based on experience Medical, dental, and vision insurance 401(k) with company match Paid time off, paid holidays, and your birthday off Life insurance, HSA, and FSA options Company phone Professional development and career growth opportunities Opportunity to help build and lead a growing department Ready to Make an Impact? If you have the experience, leadership skills, and drive to take ownership of a call center and help grow an established home-services business, we'd love to connect. Apply today and let's talk about what you can bring to Magic Plumbing, Heating & Cooling. Pay: $75,600.00 - $81,500.00 per year Benefits: Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Vision insurance Experience: Call center management: 3 years (Required) HVAC Dispatch: 3 years (Required) License/Certification: Drivers License (Required) Location: San Francisco, CA 94124 (Preferred) Work Location: In person

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