Title: Office Manager / Operations Coordinator | Home Services
Location: Remote (Charlotte, NC Metro). Coordinating field operations in Charlotte, NC.
Pay: $25 to $35 per hour base, dependent on experience. W-2. Full-time. Quarterly performance bonus tied to operational KPIs (up to $16,600 annually).
Benefits: Equipment provided (laptop, headset, Jobber and GoHighLevel licenses). No nights, no weekends in the standard cadence.
About us
Joyce | Cline isn't a handyman company. We're a boutique home services firm that the families in Myers Park, Dilworth, Eastover, and SouthPark trust with the keys to their homes. We do everything from a leaky faucet to a full interior renovation punch list. Most of our clients have been with us for years. They send their friends. Our craftsmen are W-2 employees with company vans, and our clients ask for them by name.
We're not posting this job because we need a warm body to check boxes. We're posting it because we're building something — and we need the right person to run the operational center of it. The right person will have real ownership, real impact, and a real path upward. The wrong person will last about 90 days.
Much of the day-to-day administrative work — data entry, confirmations, routine follow-ups — gets done by a global Ops Assistant who reports to you. You are the manager. You set the standard. You make the calls.
What you'll own
- The field schedule. Every craftsman, every visit, every day. You build it, you protect it, and when it breaks — because it will — you fix it before anyone notices.
- Real-time dispatch decisions. A craftsman texts at 10:43 a.m. that the homeowner added scope. You decide: re-quote, absorb, or push to tomorrow. You make that call. You log it. You move on.
- Client escalations. When a client is unhappy, you take the call before it reaches the founders. You own the conversation, de-escalate without throwing your team under the bus, and close the loop.
- Field-to-office handoffs. Photos in, notes out. Estimates assembled and reviewed before they go to the client. The field crew shows up prepared because you made sure of it.
- The Ops Assistant. Reports to you functionally. You set the standard, give feedback, and grow their capability. This is a management role, not a solo contributor role.
- The systems. You notice when a manual process should become a workflow. You don't wait to be asked — you build the fix and show us what changed.
- KPI ownership. Response time, scheduling accuracy, on-time completion, client retention. You know your numbers. You flag problems before they become patterns.
What a Tuesday looks like
- 7:30 a.m. — You pull up Jobber. Six craftsmen, eight jobs, two assessments. You confirm everyone has what they need before they're wheels-up.
- 8:45 a.m. — Discord message from Marcus. The Eastover homeowner added two items to the punch list. You text her to confirm, log the scope, and move one related visit to Thursday.
- 10:00 a.m. — You review three estimates the OA assembled overnight. Two go out. One needs a clarifying question to the Field Manager before it leaves your desk.
- 11:30 a.m. — A returning client calls. Her general contractor is running late and she needs to move Thursday's visit. You move two jobs and send three confirmations. Total time: 9 minutes.
- 1:00 p.m. — Level 10 meeting with leadership. You bring the scorecard, the open issues, and one process recommendation. You run the issues list.
- 2:30 p.m. — You coach the OA through a client email that was about to go out with the wrong tone. You rewrite the opening together. The OA sends it.
- 4:30 p.m. — You close all open visits in Jobber, review tomorrow's plan, and send the daily summary to leadership in Discord. You log off at 5:00.
Who you are
- You have 3+ years coordinating a home services, trades, or field-services bus
