Offshore Launch - Operations Manager / Office Manager
Requirements
• 2+ years in project management, office management, or operations coordination, ideally in trades, HVAC, plumbing, or field services. • Working knowledge of HouseCall Pro or a comparable FSM/scheduling platform (ServiceTitan, Jobber). • Excellent written and verbal English communication. • Demonstrated ability to manage multiple workstreams and follow up independently without heavy oversight. • Direct plumbing or HVAC industry experience. • Basic job costing or P&L familiarity. • Prior experience managing a small remote or hybrid team. • Compensation & Benefits (to be provided by Offshore Launch): • Up to $1600/mo depending on experience • Guaranteed annual bonus of one month's salary • Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores • Comprehensive health benefits, including dependents: health, life, vision and dental insurance. • Note: • The Client is not involved in compensation or benefits. As an employee of Offshore Launch, all compensation and benefits are to be provided by the Agency. • Please note that we anticipate a response from candidates within 24 hours of our outreach. If we do not receive a reply within this timeframe, we will assume that you are no longer interested in pursuing this opportunity.
Responsibilities
• Own day-to-day office operations: including call center performance, follow up, scheduling/dispatch, cash collection, compliance, and administrative workflows. Own the performance of customer service, scheduling, and dispatch without owner intervention. • Track project/job timelines from booking through completion and invoicing, flagging jobs at risk of slipping. • Monitor job costing and margin at a summary level; flag anomalies to the owner. • Manage subcontractor coordination (permits, material orders, inspections, agencies) where applicable. • Maintain accurate records in HouseCall Pro or equivalent CRM/FSM platform (ServiceTitan, Jobber). • Support hiring and onboarding processes for field and office teams, including people-management for office-staff as the team grows. • Prepare recurring operational reports (job completion rate, backlog, aging) for the owner. • KPIs / Performance Expectations • Maintain 95% answer rate, and sub-5m speed to lead • 75%+ booking rate on qualified leads • Follow happy call and membership process to hit target revenue retention rates • Multi-touch follow up on open estimates (per SOP) • Maintain accurate weekly view of stuck or on-hold jobs • Prepare accurate and timely payroll • Maintain target AR balances • Process permits, COIs, licenses, and technician paperwork accurately and on time
Benefits
• Impact the growth and success of small and medium-sized businesses. • Work in a people-first, remote environment that values career growth. • Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance. • Contribute to a culture that values partnership, service, and excellence. • Who We Serve • We serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms. • We equip them with the operational infrastructure and talent to run day to day operations, so they can focus on field development, sales, and growth.
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