Office Operations Manager

Job Description

Job Description

ABOUT SERVICEMASTER NCR

ServiceMaster NCR has been a trusted leader in disaster response and restoration services in the Washington, DC metro area for nearly 40 years. We specialize in water damage restoration, mold remediation, fire cleaning, hoarding and biohazard cleanup, and reconstruction services across Northern Virginia, Maryland, and Washington, DC. Our team of dedicated professionals is committed to helping families and businesses recover quickly, safely, and with care.

POSITION SUMMARY

The Office Operations Manager oversees all of ServiceMaster NCR's office operations. This role manages the Service Coordinator team and the various vendors and systems that keep our office running smoothly. 

As department manager, you are responsible for making sure coordinators have the tools, support, and direction they need to do their best work. As the team's dedicated leader, you'll hire, develop, coach, and review team members, set consistent service standards, and cross-train the team so every customer-facing task can be covered by more than one person.

As office manager, you are responsible for coordinating solutions between our office vendors and employees. This includes coordinating IT support, phone system management, claims management software, and other systems that need to run smoothly in the background so our workforce can focus on customer service.

The role also oversees day-to-day office administration, including purchasing and supplies, office appearance, field payroll timekeeping, training and meeting logistics, and first-line support for phones, devices, and office technology with the help of our vendors. 

We're looking for a professional, positive, and steady leader who leads by example, communicates clearly, and is comfortable having direct conversations when needed.

ESSENTIAL JOB FUNCTIONS

Team Leadership

• Lead and support the Service Coordinator team by making sure the team has the tools, resources, and support they need to do their jobs well
• Set clear expectations for professionalism and service, and hold the team accountable in a fair and consistent way
• Run regular one-on-ones and work reviews using the Ops dashboard 
• Document key workflows, assign backups, and help the team share knowledge for cross-training purposes so essential tasks such as customer intake and insurance portal work are always covered 
• Serve as the escalation point for customer concerns

Hiring & Development

• Partner with HR to interview, and recommend hires to COO
• Conduct performance reviews for direct reports
• Recommend promotions and pay changes to the COO
• Support ongoing training and professional growth for the team
• Handle difficult conversations professionally, including performance discussions and disciplinary meetings in partnership with HR and the COO

Coverage & Scheduling

• Manage the coordinator schedule
• Review and approve PTO requests for direct reports in line with company policy, balancing time off with team coverage
• Step in to support intake and dispatch during busy periods, absences, or large-scale storm events as needed until a permanent fix is in place

Payroll & Timekeeping

• Review field technician timesheets for accuracy before each payroll
• Make timeclock corrections consistently to meet payroll deadlines

Office Operations

• Oversee day-to-day office operations, including supplies, purchasing, furniture, and overall office appearance
• Coordinate meetings, visitor and vendor setups, training sessions, and interview schedules
• Book department business travel and prepare itineraries
• Coordinate workspace, equipment, and system setup for new office hires
• Manage parking requests and accounts
• Serve as a go-to resource for employee questions and requests, connecting them with the right person

Technology & Phones

• Provide first-line support for company phones, tablets, computers, printers, and office equipment, coordinate with outside IT and phone vendors as needed
• Manage the business phone system, including extensions, voicemail, and user setup
• Maintain the company device inventory and handle device orders and setup

ADDITIONAL RESPONSIBILITIES

• Create and update checklists, templates, and procedures that help the office run efficiently
• Support special projects for the COO and leadership team

QUALIFICATIONS

Required

• 3+ years of supervisory experience leading an office-based team, such as customer service, dispatch, scheduling, or claims
• A true leader who is professional, positive, and firm, with strong integrity and the confidence to have direct conversations
• Interest in growing into a senior leadership role
• Experience leading team meetings, conducting performance reviews, and coaching employees
• Experience managing office administration, including purchasing, vendor coordination, scheduling, and timekeeping
• Comfortable providing first-line tech support for Apple devices, printers, and business phone systems
• Proficient in Google Workspace and quick to learn new software
• Excellent written and verbal communication skills
• Valid driver's license

Preferred

• Experience in restoration, insurance claims, property services, or another field-service industry
• Experience with job-management or dispatch software
• Bilingual English/Spanish a plus

COMPENSATION & BENEFITS

Salaried, exempt position with a salary range of $90,000–$100,000, plus eligibility for an end-of-year bonus based on company profitability. 

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid time off
• Paid holidays
• Company cell phone
• Paid training and certification fees
  

PHYSICAL REQUIREMENTS

• Ability to sit and work at a computer and phone for extended periods
• Ability to lift and carry supply deliveries and office equipment up to 25 lbs occasionally
• Ability to move throughout the office and occasionally travel for training/educational purposes

WORK ENVIRONMENT

Office-based at the Alexandria, VA location in a fast-paced, phone-driven environment that supports emergency response. Hours may extend during CAT events, coverage gaps, and employee events.