Operations Manager

Window Genie•Forest Hill, MD

12d•Onsite

About The Position

Window Genie is a nationally ranked home service franchise dedicated to improving the look and value of homes through window cleaning, window tinting, pressure washing, gutter cleaning, holiday lighting, and more. We are a fast‑growing, locally owned franchise, and we’re looking for a hands‑on Operations Manager who can help run the day‑to‑day business while delivering an exceptional customer and employee experience. This role is ideal for someone who is equally comfortable running operations, managing people, performing CSR duties, and jumping in as a technician when needed. You’ll be the owner’s right hand — helping drive growth, maintain quality, and ensure the business runs smoothly.

Requirements

Minimum 2 years of administrative, customer service, or operations experience
Experience in home services, field service, or small business operations
Strong written and verbal communication skills
Detail‑oriented with strong data entry and organizational skills
Professional appearance and personality
Positive attitude and commitment to excellent service
Ability to work independently and lead others
Proficient with computers, CRM systems, scheduling tools, and Microsoft Office
Clean driving record
Physical ability to lift and move ladders and work up to 40’ on a ladder

Nice To Haves

Prior technician experience in window cleaning, pressure washing, or related services
Experience managing or supervising a small team
Comfort with upselling and customer retention strategies

Responsibilities

Manage incoming and outgoing phone calls
Schedule jobs, callbacks, and onsite estimates
Coordinate delays or changes in schedule with customers and technicians
Enter estimates, invoices, refunds, and customer data into the CRM system
Prepare and send customer estimates online and on-site
Assist with customer emails and manage the owner’s customer‑facing inbox
Speak with customers about additional services and upsell when appropriate
Perform light marketing tasks such as email/text blasts, robocalls, and social media updates
Provide services in our five core categories: window cleaning, window tinting, pressure washing, gutter cleaning, holiday lighting, and supplemental services
Ensure efficient use of materials and maintain proper stock on vehicles
Keep company vehicles and equipment clean, serviced, and in good working order
Complete invoices and follow work orders accurately
Cross‑train in related service areas to support technicians as needed
Oversee daily workflow and ensure jobs are completed efficiently and professionally
Support, coach, and coordinate technicians to maintain high-quality service
Monitor KPIs such as job completion rates, customer satisfaction, and schedule efficiency
Assist the owner with operational planning, staffing, and process improvement
Help maintain a culture built on Family, Respect, Integrity, and Customer Satisfaction
Represent the business professionally in all customer and vendor interactions