Done Rite Services is seeking an experienced, organized, and proactive Office & Operations Manager to lead the day-to-day administrative and operational functions of our growing HVAC, plumbing, and electrical company.
This is a hands-on leadership position responsible for ensuring our office, systems, workflows, and employees operate efficiently and consistently. This individual will serve as a key connection between ownership, office staff, field managers, technicians, installers, accounting, and customers.
A major responsibility of this position will be to develop, implement, maintain, manage, and measure Standard Operating Procedures (SOPs) and operational systems throughout the company.
We are looking for someone who doesn’t simply manage today’s workload. We need a leader who identifies inefficiencies, creates structure, establishes measurable expectations, holds teams accountable, and continuously improves how the company operates.
Experience with ServiceTitan and QuickBooks is highly preferred.
Key ResponsibilitiesOperations & Office Management
- Oversee daily office operations and ensure administrative workflows are completed accurately and on time.
- Manage, coach, support, and hold accountable CSR, dispatch, administrative, and other office personnel.
- Coordinate communication and workflows between office staff, field managers, technicians, installers, accounting, and ownership.
- Establish clear responsibilities, expectations, deadlines, and accountability within the office.
- Manage employee scheduling and office coverage to maintain appropriate staffing levels.
- Identify operational bottlenecks, recurring problems, and breakdowns in communication and implement solutions.
- Handle escalated customer concerns and coordinate appropriate resolutions.
- Support recruiting, interviewing, onboarding, orientation, training, and employee development.
SOP & Process Management
The Office & Operations Manager will own the company’s SOP management system.
Responsibilities include:
- Identify processes that require documented SOPs.
- Develop and document clear, practical SOPs in collaboration with department managers and ownership.
- Implement SOPs across departments and ensure employees are properly trained.
- Maintain a centralized, organized, and current SOP library.
- Establish ownership and responsibility for each SOP.
- Create review dates and revision schedules to ensure procedures remain current.
- Develop measurable standards and KPIs for SOP compliance and effectiveness.
- Audit employees and departments to verify procedures are actually being followed.
- Track compliance, exceptions, recurring errors, and training deficiencies.
- Establish corrective action and retraining processes when standards are not being met.
- Measure whether new procedures are improving efficiency, accuracy, profitability, customer experience, or employee performance.
- Regularly report SOP compliance and operational metrics to ownership.
- Continuously improve processes based on data, employee feedback, operational results, and company growth.
The goal is not simply to create SOPs. The goal is to create systems that are implemented, followed, measured, maintained, and improved.
ServiceTitan Management & Accountability
- Utilize ServiceTitan as a primary operational management and reporting tool.
- Monitor scheduling, dispatching, jobs, estimates, memberships, customer records, follow-ups, and job completion workflows.
- Ensure jobs and estimates are properly documented, progressed, followed up, and closed out.
- Monitor estimate follow-up activity and accountability.
- Track CSR booking performance and call outcomes.
- Monitor dispatch efficiency and workflow compliance.
- Track technician and installer documentation requirements, including job notes, forms, photographs, and other required information.
- Monitor membership sales, renewals, opportunities, and related performance.
- Build and maintain ServiceTitan reports and dashboards that provide management with meaningful operational information.
- Identify inaccurate or incomplete data that may distort company reporting and KPIs.
- Train employees on proper ServiceTitan workflows and expectations.
Metrics, KPIs & Performance Management
- Develop and maintain meaningful KPIs and scorecards for office operations and applicable departments.
- Establish baseline performance measurements and measurable goals.
- Track trends and identify areas of declining or improving performance.
- Monitor metrics such as:
- Call booking rates
- Dispatch efficiency
- Estimate follow-up
- Open/aging estimates
- Membership performance
- Job completion and closeout
- Required documentation compliance
- Customer follow-up
- Accounts receivable aging
- SOP compliance
- Employee productivity and accountability
- Provide management with regular, easy-to-understand operational reporting.
- Use data to identify coaching, staffing, training, or process needs.
- Ensure metrics are being used to improve performance — not simply collected.
QuickBooks, AR/AP & Administrative Financial Oversight
- Maintain working knowledge of QuickBooks and coordinate accurate administrative financial processes.
- Assist with invoice and payment reconciliation.
- Monitor accounts receivable aging and collections and ensure appropriate follow-up occurs.
- Coordinate accounts payable and vendor documentation.
- Maintain accurate vendor and purchasing records.
- Assist with bookkeeping documentation and financial record accuracy.
- Review payroll and timekeeping information for accuracy and coordinate necessary corrections.
- Work with ownership/accounting to identify discrepancies or process issues.
- Ensure ServiceTitan and QuickBooks workflows remain accurate and consistent where applicable.
Company Assets, Inventory & Administrative Systems
- Help develop and maintain systems for tracking company assets, including phones, tablets, equipment, and other assigned property.
- Coordinate accountability for company-issued devices and equipment.
- Assist with fleet-related administrative processes and documentation.
- Oversee appropriate inventory and asset-control procedures.
- Manage vendor relationships, purchasing processes, office supplies, and administrative systems as assigned.
- Ensure company records and operational documentation remain organized and accessible.
Qualifications & Skills
- Previous operations management, office management, service management, or similar leadership experience required.
- HVAC, plumbing, electrical, home services, construction, or another field-service industry strongly preferred.
- ServiceTitan experience strongly preferred.
- Working knowledge of QuickBooks or comparable accounting software.
- Demonstrated experience developing and implementing processes, procedures, or SOPs.
- Experience managing, coaching, and holding employees accountable.
- Strong understanding of scheduling, dispatching, customer service, and service-business workflows.
- Comfortable working with KPIs, dashboards, reports, revenue numbers, and operational data.
- Experience with payroll/timekeeping, AR, AP, bookkeeping, or financial administrative processes preferred.
- Strong analytical and problem-solving skills.
- Excellent organizational and project-management abilities.
- Strong written and verbal communication skills.
- Ability to establish expectations and accountability while maintaining a productive team environment.
- Strong technology skills and the ability to learn and manage multiple software platforms.
- Ability to manage competing priorities in a fast-paced environment without losing attention to detail.
What Success Looks Like
Success in this position means the company becomes more organized, measurable, consistent, and accountable over time.
Processes should not live in one person’s head. SOPs should not be documents that are created and forgotten. Problems should not repeatedly occur without identifying their root cause.
The Office & Operations Manager will help create an environment where:
- Employees know what is expected of them.
- Processes are documented and consistently followed.
- Managers have measurable information to evaluate performance.
- ServiceTitan data accurately reflects what is happening in the business.
- Problems are identified through metrics before they become larger issues.
- Employees receive training and coaching when expectations are not being met.
- Ownership has clear visibility into operational performance.
- Systems continue to evolve as Done Rite Services grows.
We’re looking for someone who naturally asks:
What is the process? Who owns it? How do we know it’s being followed? How are we measuring it? And how can we make it better?
If you’re a strong operational leader who enjoys creating structure, improving systems, developing people, and turning information into action, we’d like to hear from you.
Pay: $28.00 - $38.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
