Operations Manager Residential Commercial Cleaning Franchise

Operations Manager — Residential & Commercial Cleaning Franchise (NYC HQ) Location: Brooklyn, NY 11206 (In-Person, 5 Days/Week) - You must live within the 5 boroughs. Salary: $100,000–$120,000 + Performance Bonus About the Role 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. Key Responsibilities Team Leadership & Accountability: 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. Customer & Client Experience: Personally step in to resolve escalated client issues, repair service breakdowns, and maintain strong relationships with recurring residential clients, property managers, and commercial accounts. Remote Team Oversight: Directly manage and coach 12+ virtual assistants in the Dominican Republic and Jamaica to ensure consistent cross-time-zone productivity and scheduling accuracy. Sales & Revenue Coaching: 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. HR Partnering: Collaborate with HR on onboarding, hiring, and maintaining organizational structure, field compliance, and discipline across all teams. 30-60-90 Day Success Roadmap First 30 Days: Shadow daily residential and commercial operations, lead daily team standups, build rapport across teams, and deliver top 3 operational improvement recommendations to the owner. By Day 90: Fully own client escalations, lead team 1:1s, report daily KPIs, and free the owner from day-to-day firefighting. By Month 6: Maintain a self-sustaining office environment that delivers measurable growth in conversion, booking rates, account retention, and recurring contract revenue. Qualifications 5+ years of operations management experience in a service-based business (residential/commercial cleaning, home services, facilities management, or multi-location service operations). Direct People Management: Proven experience hiring, coaching underperformers, executing PIPs, and making termination decisions. Remote Leadership: Experience managing virtual assistants or remote staff strongly preferred. Sales Coaching: Demonstrated track record coaching sales/intake teams to meet specific conversion, contract, or revenue metrics. Availability: Comfortable stepping in during off-hours, evenings, or weekends if an urgent operational or client issue arises. Compensation & Benefits Base Salary: $100,000–$120,000 (commensurate with experience) Bonus: Performance bonuses tied directly to revenue growth, team metrics, and client retention Retirement: IRA with company match Time Off: Paid time off and holiday pay Insurance: Supplemental insurance options (Aflac) Experience Operations management: 5 years (Preferred) Sales: 3 years (Required) Ability to Commute: Brooklyn, NY 11206 (Required) Work Location: In person #J-18808-Ljbffr eMaids of NYC