Office Manager / Operations Coordinator | Residential Home Services

Job Description

Job Description

Title: Office Manager / Operations Coordinator | Home Services

Location: Remote (Charlotte, NC Metro). Coordinating field operations in Charlotte, NC.

Pay: $25 to $35 per hour base, dependent on experience. W-2. Full-time. Quarterly performance bonus tied to operational KPIs (up to $16,600 annually).

Benefits: Equipment provided (laptop, headset, Jobber and GoHighLevel licenses). No nights, no weekends in the standard cadence.

About us

Joyce | Cline isn't a handyman company. We're a boutique home services firm that the families in Myers Park, Dilworth, Eastover, and SouthPark trust with the keys to their homes. We do everything from a leaky faucet to a full interior renovation punch list. Most of our clients have been with us for years. They send their friends. Our craftsmen are W-2 employees with company vans, and our clients ask for them by name.

We're not posting this job because we need a warm body to check boxes. We're posting it because we're building something — and we need the right person to run the operational center of it. The right person will have real ownership, real impact, and a real path upward. The wrong person will last about 90 days.

Much of the day-to-day administrative work — data entry, confirmations, routine follow-ups — gets done by a global Ops Assistant who reports to you. You are the manager. You set the standard. You make the calls.

What you'll own

• The field schedule. Every craftsman, every visit, every day. You build it, you protect it, and when it breaks — because it will — you fix it before anyone notices.
• Real-time dispatch decisions. A craftsman texts at 10:43 a.m. that the homeowner added scope. You decide: re-quote, absorb, or push to tomorrow. You make that call. You log it. You move on.
• Client escalations. When a client is unhappy, you take the call before it reaches the founders. You own the conversation, de-escalate without throwing your team under the bus, and close the loop.
• Field-to-office handoffs. Photos in, notes out. Estimates assembled and reviewed before they go to the client. The field crew shows up prepared because you made sure of it.
• The Ops Assistant. Reports to you functionally. You set the standard, give feedback, and grow their capability. This is a management role, not a solo contributor role.
• The systems. You notice when a manual process should become a workflow. You don't wait to be asked — you build the fix and show us what changed.
• KPI ownership. Response time, scheduling accuracy, on-time completion, client retention. You know your numbers. You flag problems before they become patterns.

What a Tuesday looks like

• 7:30 a.m. — You pull up Jobber. Six craftsmen, eight jobs, two assessments. You confirm everyone has what they need before they're wheels-up.
• 8:45 a.m. — Discord message from Marcus. The Eastover homeowner added two items to the punch list. You text her to confirm, log the scope, and move one related visit to Thursday.
• 10:00 a.m. — You review three estimates the OA assembled overnight. Two go out. One needs a clarifying question to the Field Manager before it leaves your desk.
• 11:30 a.m. — A returning client calls. Her general contractor is running late and she needs to move Thursday's visit. You move two jobs and send three confirmations. Total time: 9 minutes.
• 1:00 p.m. — Level 10 meeting with leadership. You bring the scorecard, the open issues, and one process recommendation. You run the issues list.
• 2:30 p.m. — You coach the OA through a client email that was about to go out with the wrong tone. You rewrite the opening together. The OA sends it.
• 4:30 p.m. — You close all open visits in Jobber, review tomorrow's plan, and send the daily summary to leadership in Discord. You log off at 5:00.

Who you are

• You have 3+ years coordinating a home services, trades, or field-services business (HVAC, plumbing, electrical, landscaping, roofing, painting, restoration, or similar). You've lived the dispatch reality — not just read about it.
• You know a field service CRM from the inside. Jobber, ServiceTitan, House Call Pro, or similar. You've scheduled actual field work, not just entered data.
• You make decisions. When a craftsman pings you with a scope change at 10:43 a.m., you don't punt to your manager. You decide, log it, and move on.
• You build systems. You notice when a manual process should become a workflow. You build the fix before you're asked.
• You can hold an escalation call with a wealthy, expectant homeowner who has guests arriving in two hours — and have her end the call feeling cared for.
• You give hard feedback. You don't avoid the conversation with a direct report who is slipping. You plan it, have it, and follow through.
• You're tech-forward. You use Discord, you're comfortable with AI tools, and you don't need a printed manual.

Bonus points if you have

• Direct Jobber experience as an operator (not just a user)
• GoHighLevel automation experience
• Background in EOS / Traction or another structured ops framework
• Prior team-lead or coordinator experience with 1–3 direct reports
• QuickBooks or basic bookkeeping familiarity
• Experience with AI tools in an ops context (Claude, ChatGPT, Zapier AI, etc.)

What we don't want

Three filters to save us both time.

• Pure call-center backgrounds. If your last role was running scripts and hitting talk-time KPIs, you'll struggle here. We need judgment, not throughput.
• Bureaucrats. If you need three signatures to make a routine decision, our pace will exhaust you. We move fast and trust each other.
• Solo operators who don't manage people. Half this role is coaching the OA. If you'd rather just do the work yourself, we're not the right fit.
• Candidates who can't name a specific decision. If your answer to "tell me about a time you made a call under pressure" is generic, we'll notice. We need specifics.

Growth path

Ops Manager is the next step. Within 18–24 months, the right person grows into an Ops Manager role as Joyce | Cline opens additional regions. We promote from within whenever we can. We also compensate at the level that makes staying easy.

What we offer

• $25–$35/hr base (dependent on experience) + quarterly performance bonus (up to $16,600 annually)
• Equipment provided (laptop, headset, Jobber and GoHighLevel licenses)
• No nights, no weekends in the standard cadence
• Tech-forward, AI-friendly workplace — we use Claude, Discord, and a custom-built ops dashboard
• Direct access to founders. No corporate layer.
• A real path to Ops Manager as JC expands to additional regions

Hiring process

Eight stages. Yes, that's deliberate. We're a relationship-first company and we hire that way. Expect: application review with a written judgment question, soft introduction call, CliftonStrengths assessment, 90-minute take-home skills test focused on dispatch and escalation scenarios, in-depth STAR interview, a 30-minute interview with our current Ops Coordinator, two reference calls with direct supervisors, then offer. Plan for three to five weeks total.

Apply

Submit your resume. In your cover note, tell us about one judgment call you made under time pressure in a prior role. What did you decide, why did you decide it, and what happened? Be specific. We read every word.

Joyce | Cline Home Services, Charlotte, NC

Joyce | Cline Home Services is a boutique home repair and maintenance firm based in Charlotte, North Carolina. We serve the older, established neighborhoods just south of downtown including Myers Park, Dilworth, Eastover, and Cotswold. Our clients are wealthy boomers in 5,000 square foot historic homes and young professional families chasing kids around. Most of our clients have been with us for years.

They call us first. They send their friends.

We're founder-led and engineer-built. Our two founders both came out of nuclear engineering and corporate leadership before starting Joyce | Cline. That shows up in how we run the company. We document everything. We build systems. We use the tools that make work easier, including Claude, Jobber, GoHighLevel, Discord, and a custom-built operations dashboard. We promote from within whenever we can.
We hire slowly and deliberately. Our craftsmen are W-2 employees with company vans and benefits, not 1099 contractors. Our office team works remotely with direct access to the founders. We pay above the Charlotte market for skilled work. We don't take nights or weekends in our standard cadence. We're growing carefully toward a regional footprint in the Southeast over the next three to five years.

Company Description

Joyce | Cline Home Services is a boutique home repair and maintenance firm based in Charlotte, North Carolina. We serve the older, established neighborhoods just south of downtown including Myers Park, Dilworth, Eastover, and Cotswold. Our clients are wealthy boomers in 5,000 square foot historic homes and young professional families chasing kids around. Most of our clients have been with us for years. \r\n\r\nThey call us first. They send their friends.\r\n\r\nWe're founder-led and engineer-built. Our two founders both came out of nuclear engineering and corporate leadership before starting Joyce | Cline. That shows up in how we run the company. We document everything. We build systems. We use the tools that make work easier, including Claude, Jobber, GoHighLevel, Discord, and a custom-built operations dashboard. We promote from within whenever we can.\r\nWe hire slowly and deliberately. Our craftsmen are W-2 employees with company vans and benefits, not 1099 contractors. Our office team works remotely with direct access to the founders. We pay above the Charlotte market for skilled work. We don't take nights or weekends in our standard cadence. We're growing carefully toward a regional footprint in the Southeast over the next three to five years.