Note: The job is a remote job and is open to candidates in USA. Offshore Launch is a business and growth operations firm helping home service owners scale their operations. The Operations Manager / Office Manager will oversee daily office operations, manage customer service performance, and support hiring processes while ensuring efficient project management and operational reporting.
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
- 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
Skills
- 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
Benefits
- 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.
- 16 days PTO
Company Overview