Operations Manager / Office Manager

About the role

You will own day-to-day office operations for family-owned and owner-operated home service businesses (plumbing/HVAC) using field service platforms like Housecall Pro and ServiceTitan. You will manage call center performance, scheduling/dispatch, cash collection, compliance, and administrative workflows, enabling owners to focus on field development, sales, and growth.

Key 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-5 minute speed to lead
• Prepare accurate and timely payroll

About you

• 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
• Basic job costing or P&L familiarity (nice to have)
• Prior experience managing a small remote or hybrid team (nice to have)

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