Office Manager Residential Commercial Cleaning Franchise NYC HQ

eMaids of NYC•New York, NY

7d•$100,000 - $120,000•Onsite

About The Position

The Office Manager leads day-to-day operations at the company’s Brooklyn headquarters for an established residential and commercial cleaning franchise. The company supports more than 40 national locations, over 150 NYC field staff, a 15–20-person corporate office, and a remote operations team of more than 12 people in the Dominican Republic and Jamaica. This is a hands-on, high-ownership leadership role serving as the owner’s right hand and supporting execution across residential and commercial accounts. The position is in person five days per week in Brooklyn, and applicants must live within New York City’s five boroughs. The Office Manager recruits, trains, and manages office, sales, and support staff; leads daily standups and one-on-ones; conducts performance reviews; and handles disciplinary actions. The role also resolves escalated client issues, oversees remote staff, coaches sales and intake teams, and partners with HR on onboarding, hiring, organizational structure, field compliance, and discipline. The success roadmap calls for early operational recommendations, assuming ownership of client escalations and KPIs by day 90, and building a self-sustaining office that improves conversion, bookings, account retention, and recurring contract revenue by month six. 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 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.
Demonstrated track record coaching sales or intake teams to meet conversion, contract, or revenue metrics.
Must live in one of New York City's five boroughs.
Must be able to commute to Brooklyn, NY 11206.
English language proficiency.

Nice To Haves

Experience managing virtual assistants or other remote staff.
Spanish language proficiency.

Responsibilities

Recruit, train, and manage office, sales, and support staff.
Lead daily team standups, conduct one-on-ones 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.
Manage and coach more than 12 virtual assistants in the Dominican Republic and Jamaica, ensuring cross-time-zone productivity and scheduling accuracy.
Coach the intake and sales team on inbound lead handling, commercial proposal conversion, call quality, and pipeline management.
Partner with HR on onboarding, hiring, organizational structure, field compliance, and discipline across teams.
Shadow residential and commercial operations, build rapport across teams, and provide the owner with the top three operational improvement recommendations during the first 30 days.
By day 90, own client escalations, lead team one-on-ones, report daily KPIs, and reduce the owner's day-to-day operational firefighting.
By month six, maintain a self-sustaining office environment that improves conversion, booking rates, account retention, and recurring contract revenue.
Step in during off-hours, evenings, or weekends when urgent operational or client issues arise.