Job Description

Business Office Manager

Lead People. Build Excellence. Drive Results.

Capstone Roofing seeks an experienced, highly professional Business Office Manager to lead our administrative team and office operations. We need more than an office manager: a hands-on leader who develops people, sets high standards, builds accountability, and delivers exceptional customer service.

You are confident, approachable, organized, and comfortable making difficult decisions. You coach with compassion, establish professional boundaries, address concerns fairly, and earn respect through integrity and consistency. When needed, you roll up your sleeves to support scheduling, customers, billing, or coverage for an absent employee.

What You'll Be Responsible For

Office Leadership & Team Development

• Lead, coach, mentor, evaluate, and cross-train administrative and customer service employees; ensure coverage during absences.
• Set clear standards for professionalism, accountability, communication, and performance; address concerns promptly and fairly in partnership with HR.
• Build a positive, respectful, results-oriented culture; coordinate company events and employee celebrations to strengthen engagement.

Daily Office Operations

• Oversee scheduling, customer intake, communications, billing, invoicing, permitting, job files, and daily administrative workflows.
• Ensure calls and emails are handled promptly and professionally; monitor daily call volume, response times, and service quality; resolve customer questions, complaints, and escalations.
• Manage office supplies, equipment, subscriptions, utilities, property management inquiries, facilities, janitorial services, and other service providers.
• Track office invoices, service contracts, and expenses; support audits, inspections, records requests, and documentation requirements.
• Maintain efficient workflows and personally cover essential office functions when needed.

Billing, Collections & Departmental Support

• Ensure billing accuracy and timely invoicing; lead documented collections follow-up on open and overdue accounts and escalate matters needing executive involvement.
• Coordinate with sales, estimating, production, and finance for accurate handoffs and strong operational support; reduce administrative friction through process improvements.

Customer Service Excellence & Performance

• Train the team in responsive, empathetic customer communication, follow-up, and issue resolution that build trust and referrals.
• Monitor customer satisfaction, productivity, accuracy, and efficiency; hold the team accountable and provide regular updates and recommendations to the Director of Roofing Operations.

These Are Must-Haves!

• 5+ years of progressive business office management and people leadership; 2+ years in roofing, construction, home services, or related field services.
• Proven employee coaching, development, accountability, conflict resolution, and change management skills.
• Experience with billing, invoicing, collections, and customer account follow-up.
• Outstanding organization, prioritization, written/verbal communication, judgment, discretion, integrity, and follow-through.
• Proficiency with Microsoft Office, email, CRM systems, and RingCentral or comparable phone systems; ability to work 100% on-site in Santa Rosa.

Bonus Points If You Have…

• Construction scheduling, permitting, job documentation, production support, and/or AccuLynx experience.
• Experience implementing SOPs, training programs, and KPIs; supporting sales teams and improving service or operational efficiency.
• Bilingual English/Spanish communication skills.

The Leadership Qualities That Matter Most

Lead confidently and consistently; balance compassion and flexibility with accountability; handle difficult conversations respectfully; maintain professional boundaries; stay composed under pressure; take ownership and lead by example.

Compensation & Benefits

$75,000–$85,000 annually, depending on qualifications and experience. Medical, dental, vision and life insurance; paid time off and company holidays; 401(k); professional development and growth opportunities.

Why Join Capstone Roofing?

Operational excellence starts with strong leadership. Make a meaningful impact by developing employees, strengthening processes, improving customer experiences, and shaping the future of our office operations.

Apply today and tell us about a team you’ve led, a process you’ve improved, or an operational challenge you’ve successfully resolved.

Capstone Roofing is an Equal Opportunity Employer. We consider qualified applicants without regard to any legally protected characteristic.