Office Manager

Lotus Group is proud to partner with our valued client, a well-established, HVAC service company based in Edmonton, to identify an Office & Scheduling Manager.

This is a pivotal role designed to bring calm, clarity, and strong leadership to a bustling service environment. Reporting to the Operations Manager, the Office & Scheduling Manager will oversee office operations, team accountability, and technician dispatch performance, serving as the organizational nerve center for a fast-paced residential service team.

Role Responsibilities

• Lead, delegate, and elevate office operations and team performance.
• Provide leadership and support to a team of administrative staff including CSR(s) and dispatcher(s).
• Oversee and optimize daily dispatching and scheduling for a team of 10+ field technicians, balancing urgency and efficiency.
• Resolve schedule conflicts, delays, or urgent customer needs with efficiency and poise.
• Support accurate, timely communication between office and field teams.
• Contribute to improvements in dispatching systems and procedures to drive outcomes.
• Ensure consistent and accurate data entry into Service Titan to support technician KPIs.
• Inspire, mentor, and hold office team members accountable through clear KPIs and regular check-ins.
• Support internal hiring, training, and organizational growth initiatives.
• Facilitate ongoing professional development for administrative staff including onboarding and performance coaching.
• Ensure performance standards are met with empathy, coaching, and accountability.
• Improve internal workflows for scheduling, customer follow-up, and technician coordination.
• Document SOPs and ensure compliance across dispatch and CSR roles.
• Work with a variety of internal and external stakeholders including but not limited to clients, office staff, dispatchers, technicians, and operations.
• Act as a champion of accountability by addressing conflict constructively and directly.
• Coordinate operational meetings or briefings to set the team up for success.
• Lead with high emotional intelligence to motivate others and manage competing priorities.
• Navigate difficult conversations with professionalism, while keeping teams focused and energized.

Role Requirements

• Minimum 2 years experience in office management and dispatch coordination in a residential services-based business.
• Proven ability to lead, mentor, and motivate administrative and customer-facing teams.
• Experience managing scheduling logistics for 10+ field technicians in a high-urgency environment.
• Experience with Service Titan and/or Jobber required.
• Confident in Google Suite and general office technology.
• Ability to work full-time in-office.
• Strong computer literacy with the ability to quickly master software platforms.
• Exceptional attention to detail and the ability to multi-task under pressure.
• Highly organized with strong follow-through and an ability to “manage the chaos.”
• High emotional intelligence, with strong written and verbal communication skills.
• Ability to work within standard business hours, with flexibility for occasional urgent after-hours support.
• Industry experience in residential HVAC, plumbing, electrical, manufacturing or similar service environments strongly preferred.

Bonus Assets:

• Education and/or background in Human Resources, Psychology, Project Management, or similar.
• Experience with SOP creation or performance coaching.
• Experience in hospitality, retail, or fast-paced operations.

Compensation: A comprehensive and competitive compensation package will be offered to the successful candidate based upon their background and experience.

We thank all interested applicants. Please note that only those applicants who meet the qualifications and requirements will be contacted.

Lotus Group provides Elevated Search, Recruitment and Human Resource services across Canada. With established client and talent networks spanning coast to coast, we know that employees are the power that fuel excellent organizations. Lotus group is dedicated to being Canada's most trusted provider of Elevated People Solutions.

For more information, visit www.lotus-group.ca.