Office Manager Residential Commercial Cleaning Franchise NYC HQ

eMaids•Brooklyn, NY

6d•Onsite

About The Position

The Office Manager will lead day-to-day operations at the company’s Brooklyn headquarters and serve as the owner’s right hand. The established residential and commercial cleaning franchise supports more than 40 national locations, over 150 NYC field staff, a 15–20-person corporate office, and a remote operations team of 12 or more people in the Dominican Republic and Jamaica. This is a hands-on, high-ownership leadership role requiring attention to detail and strong execution in a fast-paced service environment. The role oversees office, sales, support, and remote staff; addresses escalated customer and client issues; coaches intake and sales teams; and partners with HR on hiring, onboarding, compliance, and discipline. The successful candidate is expected to take increasing ownership of operations, KPIs, client escalations, and team performance, with the goal of freeing the owner from daily operational firefighting. This position is based in Brooklyn, NY 11206 and is in person five days per week. Applicants must live within one of New York City’s five boroughs and be able to commute to the office. The role may require stepping in during evenings, weekends, or other off-hours for urgent operational or client issues.

Requirements

At least 5 years of operations and office management experience in a service-based business, such as residential or commercial cleaning, home services, facilities management, or multi-location service operations.
Proven direct people-management experience, including hiring, coaching underperformers, executing performance improvement plans, and making termination decisions.
Comfort stepping in during off-hours, evenings, or weekends when urgent operational or client issues arise.
Must live in one of New York City’s five boroughs.
Must be able to commute to Brooklyn, NY 11206.
English language ability.

Nice To Haves

Experience managing virtual assistants or remote staff.
A demonstrated track record coaching sales or intake teams to meet conversion, contract, or revenue metrics.
Spanish language ability.

Responsibilities

Recruit, train, and manage office, sales, and support staff.
Lead daily standups, conduct one-on-one meetings and performance reviews, and handle disciplinary actions fairly and firmly.
Resolve escalated client issues, repair service breakdowns, and maintain relationships with recurring residential clients, property managers, and commercial accounts.
Directly manage and coach 12 or more virtual assistants in the Dominican Republic and Jamaica, supporting productivity across time zones and scheduling accuracy.
Coach the intake and sales team on inbound lead handling, commercial proposal conversion, call quality, and pipeline management to grow recurring revenue.
Partner with HR on onboarding, hiring, organizational structure, field compliance, and discipline across teams.
Shadow residential and commercial operations, lead team standups, build relationships across teams, and provide operational improvement recommendations to the owner during the first 30 days.
Assume ownership of client escalations, team one-on-ones, and daily KPI reporting by day 90.
Develop a self-sustaining office environment and improve conversion, booking rates, account retention, and recurring contract revenue.