Operations Manager / Residential & Commercial Cleaning Franchise
About The Position
We are an established residential and commercial cleaning franchise headquartered in Brooklyn, backing 40+ national locations, 150+ NYC field staff, a 15–20 person corporate office, and a 12+ person remote operations team in the Dominican Republic and Jamaica. We are hiring a hands-on Operations Manager to serve as the owner's right hand and lead day-to-day operations at our Brooklyn HQ. This is an active, high-ownership leadership role for an operator who thrives in fast-paced environments, possesses an eye for detail, and holds high standards for team execution across both home and business accounts. If you prefer a corporate desk job or constant direct supervision, this role is not for you.
Requirements
- 5+ years of operations management experience in a service-based business (residential/commercial cleaning, home services, facilities management, or multi-location service operations).
- Proven experience hiring, coaching underperformers, executing PIPs, and making termination decisions.
- Experience managing virtual assistants or remote staff strongly preferred.
- Demonstrated track record coaching sales/intake teams to meet specific conversion, contract, or revenue metrics.
- Comfortable stepping in during off-hours, evenings, or weekends if an urgent operational or client issue arises.
- Must live within the 5 boroughs.
Responsibilities
- Recruit, train, and manage office, sales, and support staff.
- Lead daily standups, conduct 1:1s, run performance reviews, and handle disciplinary actions firmly and fairly.
- Personally step in to resolve escalated client issues, repair service breakdowns, and maintain strong relationships with recurring residential clients, property managers, and commercial accounts.
- Directly manage and coach 12+ virtual assistants in the Dominican Republic and Jamaica to ensure consistent cross-time-zone productivity and scheduling accuracy.
- Coach the intake/sales team on inbound lead handling, commercial proposal conversion rates, call quality, and pipeline management to drive recurring revenue across both service lines.
- Collaborate with HR on onboarding, hiring, and maintaining organizational structure, field compliance, and discipline across all teams.
- Shadow daily residential and commercial operations, lead daily team standups, build rapport across teams, and deliver top 3 operational improvement recommendations to the owner.
- Fully own client escalations, lead team 1:1s, report daily KPIs, and free the owner from day-to-day firefighting.
- Maintain a self-sustaining office environment that delivers measurable growth in conversion, booking rates, account retention, and recurring contract revenue.
Benefits
- Performance bonuses tied directly to revenue growth, team metrics, and client retention
- IRA with company match
- Paid time off and holiday pay
- Supplemental insurance options (Aflac)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
