Job Description
Operations Manager - Service Business (Office-Based) Position Overview We are seeking a highly organized and results-driven
Operations Manager to lead the day-to-day office operations of a growing service business. This role is responsible for overseeing dispatch, customer experience, administrative workflows, and team performance while building scalable systems that drive efficiency and revenue.
The ideal candidate brings strong leadership, operational discipline, and a deep understanding of service-based business environments.
50-75k per year salary with bonus opportunities based on performance.
Key Responsibilities 1. Dispatch & Scheduling Operations - Coordinate and manage daily schedules for field technicians (multi-crew environment preferred)
- Optimize routing to maximize efficiency and revenue
- Handle real-time operational challenges (call-offs, emergency jobs, schedule overruns)
- Utilize service software such as ServiceTitan, Housecall Pro, Jobber, or similar platforms
2. Customer Experience Management - Serve as escalation point for customer concerns and complaints
- Balance customer satisfaction with company policies and profitability
- Monitor and improve customer experience metrics and satisfaction scores
3. Financial & Administrative Oversight - Oversee A/R and A/P processes
- Ensure accurate invoicing and timely job closing workflows
- Support payroll coordination, including commission and technician pay structures
- Maintain job costing awareness and operational financial accuracy
- Preferred: Experience with QuickBooks or similar accounting systems
4. Industry Operations Knowledge - Understand service vs. installation workflows
- Familiarity with permits, inspections, and compliance processes (preferred)
- Track and support technician KPIs, including:
- Average ticket value
- Conversion rate
- Revenue per technician per day
5. Leadership & Team Management - Supervise and develop CSRs, dispatchers, and office staff
- Establish accountability standards and performance expectations
- Lead hiring, onboarding, and training efforts
- Maintain team morale while enforcing structure and discipline
6. Systems & Process Development - Develop, document, and implement SOPs across operations
- Continuously improve workflows (dispatch, billing, communication)
- Use data and metrics to drive operational decisions and improvements
7. Communication & Coordination - Communicate clearly and effectively with technicians, customers, and ownership
- Translate field challenges into actionable office solutions
- Ensure alignment across all departments
8. Technology & Tools - Utilize CRM and service management software
- Manage scheduling platforms and reporting dashboards
- Proficient in Microsoft Office or Google Workspace
- Bonus: Experience with automation tools (Zapier, integrations, etc.)
Qualifications - Bachelor's degree required
- 3-7+ years of experience in service business operations
- 1-3+ years of team management experience
- Experience in a company generating $1M-$10M+ in annual revenue preferred
- Prior experience in home services or trade industries strongly preferred
Core Competencies - Strong interpersonal and people management skills
- Highly organized with strong attention to detail
- Calm and effective under pressure
- Assertive decision-maker with an ownership mindset
- Process-driven with a focus on continuous improvement
KPI Ownership This role is accountable for driving and influencing key operational metrics, including:
- Daily revenue performance
- Technician utilization
- Call booking rate
- Job completion rate
- Callback percentage
What We're Looking For - A leader-not just a task manager
- Someone who builds systems, not just follows them
- A problem-solver who thrives in fast-paced environments
- A professional who takes ownership of outcomes and drives results
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