Job Description
Director, Plumbing Effectiveness is a national, field-based leadership role responsible for driving the growth, performance, consistency, and long-term capability of the plumbing business across all regions.
This role requires a leader with deep plumbing expertise who understands the technical, regulatory, and customer-facing aspects of the trade, and who can translate that expertise into scalable standards, hands-on training, and field-led coaching that improve volume, conversion, margin, safety, and customer experience.
The role is intentionally in-person and travel-intensive, with frequent national travel required to work directly alongside branch teams, Plumbing Managers, technicians, apprentices, and Operations leaders to reinforce expectations and drive execution.
Role Scope, Reporting and Internal Partnerships
Reporting to the RVP, Eastern Canada and Plumbing Effectiveness, the Director provides national direction, standards, training, and accountability for plumbing performance. Where regional Plumbing Managers exist, they will report into this role. In regions without dedicated Plumbing Managers, the Director will work directly with front-line team members, GMs, and Operations Managers to drive performance, training adoption, and day-to-day execution.
Through a combination of hands-on field engagement, coaching, and structured capability development, the Director ensures consistent plumbing practices and outcomes across all branches.
The Director also partners closely with Operations and Central Support to ensure plumbing is positioned as a core growth engine of the business, supported by strong process discipline, effective systems usage, and continuous skill development across the field.
Key Responsibilities:
National Strategy & Business Growth
Develop and execute a national plumbing effectiveness strategy focused on revenue growth, service mix optimization, and consistent customer experience.
Identify and implement initiatives to grow plumbing volume, improve close rates, and increase average ticket while protecting margins.
Translate national strategy into clear regional and branch-level priorities, ensuring practical execution in the field.
Identify growth opportunities across service, repair, replacement, water heaters, drain, and ancillary plumbing offerings.
Act as the national subject-matter expert on plumbing trends, competitive practices, and emerging opportunities.
Performance & Effectiveness
Establish national KPIs for plumbing performance, including volume, conversion, ticket, margin, and utilization.
Monitor performance by region and branch, identifying gaps and working with leaders to address root causes.
Drive consistency in selling approach, pricing confidence, and customer communication across the network.
Partner with Finance and Analytics to ensure the right metrics are used to diagnose performance (e.g., conversion by lead type, tenure, and service category).
Leadership & Team Development
Work closely with Plumbing Managers from each branch in a dotted-line reporting structure, while also providing coaching and direction to GMs & Ops leaders in regions without dedicated plumbing management.
Build a strong pipeline of plumbing leadership talent through coaching, mentoring, and development.
Foster a culture of accountability, safety, professionalism, and continuous improvement across all plumbing teams.
Design, deliver and continuously evolve national plumbing training programs, in partnership with Operations and cross-functional teams, covering:
o Technical standards & best practices
o Safety & compliance
o Customer experience expectations
o Effective selling & job execution
o Margin discipline and call quality
Identify skill gaps and performance trends through field observation, KPIs, ride-alongs, and branch reviews, and adjust training focus accordingly.
Operational Excellence & Standards
Set national standards for plumbing operations, including service delivery, inventory practices, vendor usage, and safety expectations.
Ensure plumbing work complies with applicable provincial codes, safety standards, and regulatory requirements, leveraging regional expertise as required.
Partner with Supply Chain and Operations to optimize inventory, product mix, and availability nationally.
Identify and resolve systemic operational issues impacting plumbing performance.
Sales, Pricing & Customer Experience
Partner with Sales and Marketing to shape plumbing messaging, offers, and customer journeys.
Support pricing and packaging strategies that balance competitiveness, margin, and close rates.
Ensure plumbing teams are equipped to confidently present solutions and handle objections effectively.
Champion a customer-first mindset that builds trust, loyalty, and long-term relationships.
Vendor & Partner Management
Lead plumbing related national vendor and supplier relationships in partnership with procurement leaders.
Standardize preferred vendors, pricing, and product offerings where appropriate.
Stay informed on new products, technologies, and solutions that can enhance service delivery or create new revenue streams.
Qualifications:
7–10+ years of progressive experience in plumbing, including field and leadership roles.
Licensed or certified plumber (provincial equivalent); ability to navigate multi-provincial regulatory environments.
Strong technical plumbing background with the ability to coach, influence, and challenge best practices.
Experience leading multi-location or multi-region teams in a service-based environment.
Demonstrated ability to drive business growth through operational and commercial initiatives.
Strong financial and operational acumen, with experience using data to drive decisions.
Excellent leadership, communication, and stakeholder management skills.
Preferred Qualifications:
Experience in residential service plumbing within a scaled or private-equity-backed environment.
Experience with drains work including hydro-jetting services.
Exposure to sales effectiveness, pricing, and performance improvement initiatives.
Experience partnering cross-functionally with Operations, Sales, Marketing, and HR.
This role requires a leader with deep plumbing expertise who understands the technical, regulatory, and customer-facing aspects of the trade, and who can translate that expertise into scalable standards, hands-on training, and field-led coaching that improve volume, conversion, margin, safety, and customer experience.
The role is intentionally in-person and travel-intensive, with frequent national travel required to work directly alongside branch teams, Plumbing Managers, technicians, apprentices, and Operations leaders to reinforce expectations and drive execution.
Role Scope, Reporting and Internal Partnerships
Reporting to the RVP, Eastern Canada and Plumbing Effectiveness, the Director provides national direction, standards, training, and accountability for plumbing performance. Where regional Plumbing Managers exist, they will report into this role. In regions without dedicated Plumbing Managers, the Director will work directly with front-line team members, GMs, and Operations Managers to drive performance, training adoption, and day-to-day execution.
Through a combination of hands-on field engagement, coaching, and structured capability development, the Director ensures consistent plumbing practices and outcomes across all branches.
The Director also partners closely with Operations and Central Support to ensure plumbing is positioned as a core growth engine of the business, supported by strong process discipline, effective systems usage, and continuous skill development across the field.
Key Responsibilities:
National Strategy & Business Growth
Develop and execute a national plumbing effectiveness strategy focused on revenue growth, service mix optimization, and consistent customer experience.
Identify and implement initiatives to grow plumbing volume, improve close rates, and increase average ticket while protecting margins.
Translate national strategy into clear regional and branch-level priorities, ensuring practical execution in the field.
Identify growth opportunities across service, repair, replacement, water heaters, drain, and ancillary plumbing offerings.
Act as the national subject-matter expert on plumbing trends, competitive practices, and emerging opportunities.
Performance & Effectiveness
Establish national KPIs for plumbing performance, including volume, conversion, ticket, margin, and utilization.
Monitor performance by region and branch, identifying gaps and working with leaders to address root causes.
Drive consistency in selling approach, pricing confidence, and customer communication across the network.
Partner with Finance and Analytics to ensure the right metrics are used to diagnose performance (e.g., conversion by lead type, tenure, and service category).
Leadership & Team Development
Work closely with Plumbing Managers from each branch in a dotted-line reporting structure, while also providing coaching and direction to GMs & Ops leaders in regions without dedicated plumbing management.
Build a strong pipeline of plumbing leadership talent through coaching, mentoring, and development.
Foster a culture of accountability, safety, professionalism, and continuous improvement across all plumbing teams.
Design, deliver and continuously evolve national plumbing training programs, in partnership with Operations and cross-functional teams, covering:
o Technical standards & best practices
o Safety & compliance
o Customer experience expectations
o Effective selling & job execution
o Margin discipline and call quality
Identify skill gaps and performance trends through field observation, KPIs, ride-alongs, and branch reviews, and adjust training focus accordingly.
Operational Excellence & Standards
Set national standards for plumbing operations, including service delivery, inventory practices, vendor usage, and safety expectations.
Ensure plumbing work complies with applicable provincial codes, safety standards, and regulatory requirements, leveraging regional expertise as required.
Partner with Supply Chain and Operations to optimize inventory, product mix, and availability nationally.
Identify and resolve systemic operational issues impacting plumbing performance.
Sales, Pricing & Customer Experience
Partner with Sales and Marketing to shape plumbing messaging, offers, and customer journeys.
Support pricing and packaging strategies that balance competitiveness, margin, and close rates.
Ensure plumbing teams are equipped to confidently present solutions and handle objections effectively.
Champion a customer-first mindset that builds trust, loyalty, and long-term relationships.
Vendor & Partner Management
Lead plumbing related national vendor and supplier relationships in partnership with procurement leaders.
Standardize preferred vendors, pricing, and product offerings where appropriate.
Stay informed on new products, technologies, and solutions that can enhance service delivery or create new revenue streams.
Qualifications:
7–10+ years of progressive experience in plumbing, including field and leadership roles.
Licensed or certified plumber (provincial equivalent); ability to navigate multi-provincial regulatory environments.
Strong technical plumbing background with the ability to coach, influence, and challenge best practices.
Experience leading multi-location or multi-region teams in a service-based environment.
Demonstrated ability to drive business growth through operational and commercial initiatives.
Strong financial and operational acumen, with experience using data to drive decisions.
Excellent leadership, communication, and stakeholder management skills.
Preferred Qualifications:
Experience in residential service plumbing within a scaled or private-equity-backed environment.
Experience with drains work including hydro-jetting services.
Exposure to sales effectiveness, pricing, and performance improvement initiatives.
Experience partnering cross-functionally with Operations, Sales, Marketing, and HR.
💡 Quick Summary
Seeking a career-building opportunity? The Director of Plumbing Effectiveness position is now open for candidates interested in the Customer Care sector. This role in Toronto offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.