Upwork Job Post — Office Manager / Administrative Operations Leader (Moving Company) - Contract to Hire

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. ⸻ 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 ⸻ 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 ⸻ 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.