Job Description
Upwork Job Post — Office Manager / Admin Ops Leader (Moving Company)
Role
We’re hiring a high-level Office Manager / Administrative Operations Leader for a growing moving & storage company. This is a long-term role for someone who wants to grow with us and run the office engine at a high standard.
Schedule (Non-Negotiable)
- 6:30 AM – 4:30 PM Eastern (ET)
- 7 days/week coverage
- Occasional Sundays off (rotated/planned)
If you can’t commit to this schedule consistently, don’t apply.
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What You Own (Non-Negotiable)
1) Communication Command Center (Top Priority)
- Answer calls/texts/emails fast and professionally
- Calm under pressure, strong phone presence, clean writing
- De-escalate issues and protect the brand
2) Follow-Up System (Must be completed daily)
You own and document:
- 7-Day pre-move follow-up
- 2-Day confirmation
- Post-move follow-up
If customers don’t respond, you continue attempts, document it, and flag risks early.
3) CRM Ownership (Must stay clean)
- Every lead/job fully complete: contact info, move date, addresses, access notes (stairs/elevator/parking), service details, tasks, tags, and clear notes
- Pipeline stages always accurate (new → contacted → quoted → booked → confirmed → completed)
4) Scheduling Support + Risk Flags
- Support booking/reschedules without errors
- Flag problems early (missing info, access issues, customer red flags)
5) Documentation + Billing Readiness
- Keep job files clean and complete to reduce disputes/chargebacks
- Receipts/invoices sent as required
6) Claims Intake + Escalation Packets
- Gather customer statement + photos/videos + timeline + job details
- Escalate with a complete packet (no missing info)
- Track follow-up until resolved
7) Daily Scoreboard Report
End-of-day report to leadership:
- Leads: received/contacted/quoted/booked/lost (and why)
- Tomorrow’s jobs confirmed + risk flags
- Claims + billing follow-ups
- Top issues + your recommended actions
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KPIs + Bonuses
This role has KPIs and bonuses for hitting targets, including:
- Response time
- Follow-up completion rate (7-day/2-day/post-move)
- CRM accuracy
- Scheduling error rate
- Customer satisfaction outcomes
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Requirements
- Excellent internet, reliable computer + headset, quiet workspace
- Strong English (written + verbal)
- Highly organized, fast, proactive, coachable
- CRM + Google Workspace experience
Big Plus
Experience in moving/storage/logistics/home services or similar high-volume scheduling + customer communication role.
Apply Now
Apply Now