Remote Operations Manager

Job description:

Work Mode: Remote
Employment Type: Full-time
Working Hours: US Central business hours, Monday to Friday
Experience: 1+ years

About the Role

We are looking for a reliable and organised Remote Operations Manager to manage day-to-day operations for a US-based home services business. The person will be responsible for keeping six technicians fully booked, responding to leads quickly, managing schedules, and ensuring jobs are completed profitably through timely follow-ups and efficient coordination.

Key Responsibilities

-Lead Management: Respond promptly to inbound calls, texts, web forms, and leads from Thumbtack and Angi, including during peak periods when multiple enquiries arrive simultaneously.
-Lead Qualification and Booking: Understand customer requirements, provide quotes within approved guidelines, and schedule jobs in Housecall Pro.
-Scheduling and Dispatch: Assign jobs based on technician availability, geography, skill set, and efficient routing.
-Cancellation Management: Handle reschedules and cancellations, particularly Monday cancellations, and refill vacant slots using the waitlist and recent leads.
-Customer Communication: Keep customers informed about delays, technician arrival times, and scheduling changes via calls or texts.
-Technician Coordination: Stay in touch with field technicians, resolve operational issues, and escalate problems before they affect service delivery.
-Scope and Cost Control: Identify changes in job scope and ensure change orders are raised and approved before additional work begins.
-Invoicing and Collections: Send invoices, follow up on overdue payments, and confirm payment status in Housecall Pro.
-Follow-ups and Repeat Business: Follow up on pending estimates and past customers to generate repeat bookings.
-Daily Reporting: Share a concise end-of-day report covering jobs booked and completed, cancellations, open estimates, and unpaid invoices.

Must-Have Requirements

-Minimum 1+ years of relevant experience in operations management, dispatch, customer service, or a similar role.
-Clear spoken and written English, with a neutral or easily understandable accent suitable for communicating with US homeowners and landlords.
-Comfortable handling US customer calls, qualifying leads, discussing pricing, and converting enquiries into booked jobs.
-Experience using Housecall Pro or similar field service management and scheduling tools.
Proficiency with Google Workspace.
-Strong organisational skills, attention to detail, and the ability to remain calm under pressure.
-Previous experience in home services, field service operations, or dispatch is preferred.
Application Question(s):

Share a short Introduction video for shortlisting
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