Operations Manager / Office Manager

Role Description

As an employee of Offshore Launch, you are being hired for a unique role within a target Client’s company. We value long-term partnerships, and seek to recruit talent that will serve an individual Client’s business for multiple years.

You will work full-time with the Client company. However, the Agency provides ongoing support to ensure your continued success. As such, we create space for ongoing check-ins, feedback and development through:

• Membership in the Offshore Launch Slack workspace
• Bi-weekly All Team meetings
• Monthly reviews

Your job is to help the Client succeed. Our job is to help you succeed.

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

Qualifications

• 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.

Compensation & Benefits

• Up to $1300/mo depending on experience
• Annual bonus up to 150% of one month's salary, contingent on quarterly performance scores
• 13th month pay
• Performance-based bonuses
• Comprehensive HMO policy, including dependents.
• Annual continuing education budget to support professional development

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.