Operations Manager, Residential & Commercial Cleaning
Overview
You will own day-to-day operations at a Brooklyn HQ for a cleaning franchise supporting 40+ locations and 150+ field staff. Oversee a 15-20 person corporate team and a 12+ remote operations group across DR and Jamaica. Report directly to the owner, manage escalations, coach sales, and drive recurring revenue. This role demands an active operator who steps in personally to resolve client issues and maintain execution standards.
What You'll Do8
- 1Recruit, train, and manage office, sales, and support staff, conducting daily standups, 1:1s, and performance reviews
- 2Resolve escalated client issues personally, repairing service breakdowns and strengthening relationships with residential and commercial accounts
- 3Coach 12+ virtual assistants across time zones to ensure consistent productivity and scheduling accuracy
- 4Lead the intake and sales team on inbound lead handling, commercial proposal conversion, call quality, and pipeline management
- 5Partner with HR on onboarding, hiring, and organizational structure to maintain field compliance and discipline
- 6Deliver top 3 operational improvements to the owner within the first 30 days
- 7Own client escalations, conduct team 1:1s, and report daily KPIs by day 90
- 8Build a self-sustaining office that drives growth in conversion, booking rates, and recurring contract revenue by month 6
Requirements6
- 15+ years of operations management in a service-based business like cleaning, home services, or facilities management
- 2Proven experience hiring, coaching underperformers, executing PIPs, and making termination decisions
- 3Experience managing virtual assistants or remote staff strongly preferred
- 4Track record coaching sales and intake teams to meet conversion, contract, and revenue metrics
- 5Willingness to step in during off-hours, evenings, and weekends for urgent issues
- 6English fluency required; Spanish bilingual strongly preferred
Salary Insight
$100 - $120k per year
Location
Required Skills
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