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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
Work Location: Remote
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