Operations Manager / Office Manager

<p><strong>About Offshore Launch:</strong></p>

<p>Offshore Launch is a business and growth operations firm helping home service owners scale their operations. </p>

<p>We design, build, and staff business and revenue operations so the shop runs on clear process, technology and data - so owners can work on the business instead of being trapped inside it. </p>

<p>We are a people-centered agency with a passion for leaving every employee and client in a better position than we found them.</p>

<p><strong>Why Join Offshore Launch?</strong></p>

<ul>

<li>Impact the growth and success of small and medium-sized businesses.</li>

<li>Work in a people-first, remote environment that values career growth.</li>

<li>Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance.</li>

<li>Contribute to a culture that values partnership, service, and excellence.</li>

</ul>

<p><strong>Who We Serve</strong></p>

<p>We serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms. </p>

<p>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.</p>

<p><strong>Responsibilities:</strong></p>

<ul>

<li>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. </li>

<li>Track project/job timelines from booking through completion and invoicing, flagging jobs at risk of slipping.</li>

<li>Monitor job costing and margin at a summary level; flag anomalies to the owner.</li>

<li>Manage subcontractor coordination (permits, material orders, inspections, agencies) where applicable.</li>

<li>Maintain accurate records in HouseCall Pro or equivalent CRM/FSM platform (ServiceTitan, Jobber).</li>

<li>Support hiring and onboarding processes for field and office teams, including people-management for office-staff as the team grows.</li>

<li>Prepare recurring operational reports (job completion rate, backlog, aging) for the owner.</li>

</ul>

<p><strong>KPIs / Performance Expectations</strong></p>

<ul>

<li>Maintain 95% answer rate, and sub-5m speed to lead</li>

<li>75%+ booking rate on qualified leads </li>

<li>Follow happy call and membership process to hit target revenue retention rates</li>

<li>Multi-touch follow up on open estimates (per SOP)</li>

<li>Maintain accurate weekly view of stuck or on-hold jobs </li>

<li>Prepare accurate and timely payroll</li>

<li>Maintain target AR balances </li>

<li>Process permits, COIs, licenses, and technician paperwork accurately and on time</li>

</ul>

<p><strong>Requirements: </strong></p>

<ul>

<li>2+ years in project management, office management, or operations coordination, ideally in trades, HVAC, plumbing, or field services.</li>

<li>Working knowledge of HouseCall Pro or a comparable FSM/scheduling platform (ServiceTitan, Jobber).</li>

<li>Excellent written and verbal English communication.</li>

<li>Demonstrated ability to manage multiple workstreams and follow up independently without heavy oversight.</li>

</ul>

<p><strong>Requirements (Nice to Have): </strong></p>

<ul>

<li>Direct plumbing or HVAC industry experience.</li>

<li>Basic job costing or P&L familiarity.</li>

<li>Prior experience managing a small remote or hybrid team.</li>

</ul>

<p><strong><span class="notion-enable-hover" data-token-index="0">Compensation & Benefits (to be provided by Offshore Launch):</span></strong></p>

<ul>

<li>Up to $1600/mo depending on experience</li>

<li>Guaranteed annual bonus of one month's salary</li>

<li>Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores</li>

<li>Comprehensive health benefits, including dependents: health, life, vision and dental insurance. </li>

<li>16 days PTO</li>

</ul>

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<p><strong>Note:</strong></p>

<p>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.</p>

<p>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.</p>

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