Office Manager

Office Manager Norwood, MA Job Details Full-time $50,000 - $75,000 a year 22 hours ago Qualifications Revenue growth Employee onboarding Accounting systems Google Workspace Customer communication Performance dashboards Automation Procedural guides Workflow management (operations management method) Staff scheduling Mid-level Scalable systems Improving operational efficiency Administrative experience Zapier Dispatching Team development Hiring Client invoicing Policy & process development Financial operations management Bachelor's degree Team management Decision making Performance Improvement (PI) QuickBooks Accounting and finance experience CRM system proficiency Productivity software Office management 1 year Onboarding process management Escalation handling Data-driven decision making Payroll processing Cross-functional communication Overseeing training Staff development Full 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