Operations Manager

Operations Manager (Admin, Job Management & ServiceM8)
(Part-Time, Remote – Work from Home)

Are you a highly organised, proactive operations all-rounder who loves keeping a busy business running smoothly? Do you thrive on managing jobs from first enquiry through to final payment, keeping calendars and rosters on track, and building the systems and processes that help a business grow?

We're looking for a capable and reliable Operations Manager to join an Australian-based electrical business that specialises in the installation of commercial kitchen dishwashers and commercial kitchen appliances across airports, restaurants, hospitals and other commercial facilities.

This is not a typical task-taker VA role. This is an opportunity to become the operational backbone of a growing Australian trade business, starting part-time (20 hours per week), with the potential to grow into a full-time position (40 hours per week) within the next couple of months as the business grows.

About the Role
This role is centred on running the day-to-day operations of the business. ServiceM8 is our main job management platform, and you'll own it end-to-end – from the initial enquiry, to quoting, creating job cards, scheduling and rostering technicians, marking jobs as complete, pushing through invoices and following up on payments. You'll also be the first point of contact for customers – answering calls, returning calls and managing the inbox – while keeping calendars and rosters organised. As the business grows, you'll play a key role in building its foundations by creating SOPs and processes, helping develop the employee handbook and supporting the onboarding of new team members. When time allows, you'll also assist with marketing and business development. There is no fixed split between tasks – your week's mix will vary depending on the business's workload and priorities.

Key Responsibilities
Job Management (ServiceM8)
● Take full ownership of ServiceM8 across the entire job lifecycle – from enquiry to quote, job card, completion, invoicing and payment.
● Log new enquiries and capture all job details accurately.
● Prepare and send quotes, and follow up on outstanding quotes.
● Create job cards, schedule jobs and keep job statuses up to date.
● Mark jobs as complete, push through invoices and follow up on overdue payments.
● Keep ServiceM8 clean, accurate and up to date at all times.

Calendar Management & Rostering
● Manage the business owner's calendar, appointments and bookings.
● Roster and schedule technicians to jobs, balancing availability, locations and priorities.
● Coordinate changes to schedules and communicate them clearly to the team and customers.

Customer Communication
● Answer incoming calls professionally and handle enquiries.
● Return missed calls promptly and follow up with customers, suppliers and contractors.
● Manage the inbox – responding, actioning, filing and flagging priority emails.
● Provide a high standard of customer service and represent the business professionally.

Systems, SOPs & People
● Create clear SOPs and processes for the business's day-to-day operations.
● Help create and maintain the employee handbook.
● Support the onboarding of new employees, including preparing onboarding documents and checklists.
● Identify opportunities to improve efficiency and streamline how the business runs.

Marketing & Business Development
● Assist with marketing activities, such as social media and content updates.
● Support business development by researching and identifying potential new clients and opportunities.
● Follow up with prospects and keep leads organised.

General Administration
● Complete other general admin tasks as required to keep the business running smoothly.
● Keep records, documents and files organised and easy to find.
● Problem-solve independently and take initiative rather than waiting for instructions at every step.

About You
You're a highly organised, proactive operations professional who takes genuine ownership of your work. You're a good listener who understands instructions the first time, communicates clearly and confidently on the phone and in writing, and follows through without needing to be chased. You think ahead, spot problems before they happen and take initiative to keep things moving. You care about getting things right – accurate quotes, correct invoices and up-to-date job records – rather than simply ticking off tasks.

You're comfortable juggling multiple priorities in a fast-paced trade environment where jobs, schedules and customer needs can change quickly. You enjoy creating structure and turning the way a business works into clear systems and processes. Experience supporting an Australian trade or field service business is highly valued.

You MUST have your own safe, private and distraction-free home office with a reliable computer, a good-quality headset for calls, stable high-speed internet and stable power.

Experience & Skills
Essential
● Proven experience in an operations, admin or executive assistant role.
● Hands-on experience with ServiceM8 or a similar job management platform (e.g. Simpro, Tradify, Fergus, AroFlo).
● Experience with quoting, invoicing and following up on payments.
● Experience with calendar management, scheduling and rostering.
● Confident answering and making phone calls with Australian customers.
● Strong email management and organisational skills.
● The ability to write clear SOPs and process documents.
● Excellent attention to detail and accuracy.
● Comfortable using communication and task management tools such as WhatsApp, Google Workspace, Microsoft 365 or similar.
● Excellent written and spoken English.

Highly Favourable
● Experience supporting an Australian trade business (electrical, plumbing, HVAC or similar).
● Experience with Xero or other accounting software.
● Experience creating employee handbooks and onboarding processes.
● Basic marketing experience, including social media and Canva.
● Business development, lead generation or CRM experience.
● Experience using AI tools to support admin and operational workflows.

Personal Attributes
● Good listener who understands instructions the first time
● Highly organised and reliable
● Proactive, resourceful and takes initiative
● Clear, confident and professional communicator
● Excellent attention to detail
● Strong problem-solver who thinks ahead
● Loyal, honest and transparent
● Accountable – takes ownership of their work and follows through without being chased
● Calm under pressure and able to juggle competing priorities
● Open to feedback and continuously improving
● A genuine team player

What's on Offer
● Part-time role: Starting at 20 hours per week.
● $10 AUD Per Hour (Non-negotiable).
● Remote position – work from home, working Australian Eastern Standard Time (Queensland) business hours.
● Potential to grow into a full-time role (40 hours per week) within the next couple of months as the business grows (not guaranteed).
● Become a genuine extension of a growing Australian electrical business working across airports, restaurants, hospitals and other commercial facilities.
● The opportunity to build the systems, processes and foundations of the business from the ground up.

How to Apply
Please submit:
● Your Resume and a short video with your own 1-2 minute elevator pitch based on the role.
● A short summary outlining your experience with ServiceM8 (or similar job management platforms), quoting, invoicing, rostering and customer communication.
● An example of an SOP or process document you have created (with any confidential information removed), if available.
● Briefly explain how you stay organised when managing multiple jobs, calls and deadlines at once, and what sets you apart from other candidates. Please ensure your summary is written by you and tailored to this role. Do NOT provide an AI generated response (I can tell).
Important note:

Please ONLY apply if you are looking for a long-term position and are comfortable with a role that blends job management, customer communication, administration, systems building and business development. A lack of punctuality, integrity, professionalism or follow-through will not be tolerated. Please only apply if you feel this role genuinely aligns with your CV and experience – if this role feels like too much of a “stretch” for you and doesn't align with your skillset or experience, please do not apply. Lastly, only apply if you are open to the role potentially growing to full-time hours as the business's needs require.