Field Service Manager

Every family we serve is counting on Pepper's to deliver on a promise: that their home runs smoothly, their time is protected, and the people in their corner are exceptional. Our clients come to us because they need more than help. They need someone who gets it, shows up, and makes life feel manageable again.

That's where you come in.

As our Field Service Manager, you're the reason our clients experience the ease we promise. You lead a team of Personal Assistants, own a group of client relationships, and operate as the connective tissue between the people doing the work and the leadership driving the company forward. Your clients are loyal because you built that trust. Your PAs are growing because you invested in them.

This is real leadership, with real impact.

WHAT YOU'LL DO

Client Relationship Ownership

• Serve as the primary point of contact for all clients in your assigned group
• Lead Jumpstarts for new client households, including in-home setup, household guide creation, and Personal Assistant onboarding
• Monitor client satisfaction, anticipate needs, and address concerns before they escalate
• Manage client onboarding and offboarding in partnership with Operations
• Uphold client contracts and participate in prospective client lead calls

People Management

• Directly manage a large team of Personal Assistants through regular check-ins and structured feedback
• Participate fully in interviewing, screening, and hiring PAs
• Monitor team engagement and retention; address performance and culture issues proactively
• Support performance management, documentation, and employee development plans with HR

Operational and Financial Ownership

• Manage your department budget and make informed decisions within approved parameters
• Oversee payroll accuracy, timecard review, and timekeeping for your team
• Lead the annual merit review process, including performance-based pay recommendations
• Own and drive at least one departmental rock (goal) per EOS quarter
• Maintain department scorecards (metrics) and contribute to L10 meetings and EOS rhythm

Training and Field Presence

• Conduct in-home training for new PAs as part of the Jumpstart process and ongoing skill development
• Be available for in-person needs within the Seattle market — remote is standard, but field presence is required and non-negotiable
• Model Pepper's values in every client and team interaction

SCHEDULE AND LOCATION

Hours: 25–30 hours per week Location: Remote within the Seattle market; regular local travel to client homes required Schedule: Flexible, Monday–Friday, 9AM–5PM; occasional evenings or weekends as needed 

• 4–7 years in a client-facing, operations, or people management role
• Demonstrated experience coaching a team and leading accountability conversations
• Direct involvement in hiring and performance management
• Experience managing a budget or contributing to financial decisions
• Familiarity with EOS or similar business operating frameworks is a plus
• Comfort with technology — Slack, ClickUp, HubSpot, or similar tools
• Must be based in the Seattle area with availability for regular local travel

No formal degree required — success is defined by skills, performance, and alignment with Pepper's values.

SUCCESS LOOKS LIKE

• Your clients are loyal and consistently experiencing the ease Pepper's promises
• Your PAs feel seen, supported, and accountable — and the data backs it up
• New client households are launched smoothly through Jumpstarts that set the right tone
• Your budget is managed thoughtfully and merit decisions are grounded in performance
• Routine challenges are resolved at your level 

OUR VALUES

• One For All and All For Pepper's — You champion your team and your clients equally
• FITFO (Figure It The F* Out) — You don't wait to be told. You anticipate, act, and own the outcome
• Growth Mindset — You give and receive feedback openly and develop your PAs intentionally
• Provide Ease — You are the steady, reliable force that makes everything feel manageable

COMPENSATION AND BENEFITS

• Health insurance
• 401(k) with company match
• Paid time off
• Paid holidays
• Flexible schedule within core business hours (Monday–Friday, 9AM–5PM)