Operations Manager / Office Manager

About Offshore Launch:

Offshore Launch is a business and growth operations firm helping home service owners scale their operations.

We design, build, and staff business and revenue operations so the shop runs on clear process, technology and data - so owners can work on the business instead of being trapped inside it.

We are a people-centered agency with a passion for leaving every employee and client 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 career growth.
• Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance.
• Contribute to a culture that values partnership, service, and excellence.

Who We Serve

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.