Operations Manager / Office Manager

About Offshore Launch: Offshore Launch is a staffing agency that specializes in helping small business owners scale their operations with the top 1% of global remote talent. We are a people-centered agency with a passion for leaving every person and business in a better position than we found them. Why Join Offshore Launch? Impact the growth and success of small and medium-sized businesses. Work in a people-first, remote environment that values growth and ongoing development. Access comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration. Contribute to a culture that values partnership, service, and excellence. Your Role: 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. About the Client: We serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms. 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. 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 Requirements: 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. Requirements (Nice to Have): Direct plumbing or HVAC industry experience. Basic job costing or P&L familiarity. Prior experience managing a small remote or hybrid team. Compensation & Benefits (to be provided by Offshore Launch): Up to $1600/mo depending on experience 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 Note: 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. 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.