Branch Operations Manager

Job Description

Job Description

Benefits:

• Bonus based on performance
• Competitive salary
• Paid time off

Position Overview:

Direct the day-to-day activities of the Chattanooga branch to ensure strong employee performance, excellent customer service, efficient scheduling, and continued business growth.

This is a hands-on leadership position responsible for overseeing office operations, team member management, scheduling, customer communication, sales support, invoicing, and administrative functions.

Merry Maids has served the Chattanooga area for more than 40 years. This is an established location with a long-standing customer base and a strong presence in the community.

Responsibilities:

1. Lead, support, and manage branch employees to maintain a professional, productive, and accountable work environment.
2. Help recruit, interview, hire, onboard, and train team members and office staff. 
3. Manage employee performance, attendance, communication, coaching, and corrective action when necessary.
4. Create, maintain, and adjust the daily cleaning schedule to meet customer needs and maximize team productivity.
5. Coordinate staffing needs, call-outs, schedule changes, and customer requests throughout the workday.
6. Ensure team members follow company safety policies and proper work procedures.
7. Hold regular team meetings and safety discussions to reinforce expectations and maintain strong communication.
8. Oversee branch office functions, including phone service standards, customer communication, invoicing, collections, and general administration.
9. Assist with incoming sales opportunities, provide estimates, follow up with prospective customers, and help convert leads into recurring service.
10. Help implement local sales, customer retention, and marketing strategies.
11. Address customer concerns promptly and professionally and work to ensure a high level of customer satisfaction.
12. Maintain accurate customer, employee, scheduling, and operational records.
13. Monitor branch performance and help identify opportunities to improve productivity, customer retention, employee performance, and revenue.

Education and Experience Requirements

• High school diploma or equivalent required
• Associate or bachelor's degree in business, management, or a related field preferred, but not required 
• 2–5 years of management or supervisory experience preferred

• Experience directly supervising employees strongly preferred
• Experience in a service-based business, home services, hospitality, retail management, staffing, property management, or a similar environment is helpful 
• Customer service and sales experience preferred 
• Experience managing schedules and coordinating multiple employees is strongly preferred 
• Strong computer skills and ability to learn new systems 
• Experience with Microsoft Office and Outlook preferred

Knowledge, Skills and Abilities

• Strong leadership and employee management skills
• Ability to coach employees, set expectations, and hold team members accountable 
• Strong organizational and scheduling skills 
• Ability to manage multiple priorities in a fast-paced environment 
• Strong written and verbal communication skills 
• Strong customer service and problem-solving abilities 
• Comfortable handling difficult employee and customer conversations when necessary 
• Detail-oriented and able to maintain accurate records and administrative processes 
• Dependable, professional, and able to take ownership of daily branch operations 
• Able to make sound decisions and respond quickly when plans change

What Success Looks Like

A successful Branch Operations Manager will build and maintain a dependable team, keep the daily schedule organized and productive, provide excellent customer service, support sales growth, keep administrative responsibilities current, and help create a positive and accountable work environment.

This is an active, hands-on management role. The Branch Operations Manager is expected to be involved in the daily operation and work closely with both employees and customers.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Disclaimer: As the owner and personnel manager of your franchised business, you have both the right and responsibility to select and control your employees, establish your employment policies and practices (including pay practices), develop your employee relations, and comply with all federal, state, and local employment laws. The information contained in these documents is provided merely for informational purposes, the use of this sample by you is not required under your franchise agreement, and this sample is intended to serve only as an aid to you in deciding how to operate your business. There is no guarantee that following the recommendation will result in business success or that your results will be the same as other franchisees or company stores. Success is determined by many factors including market conditions which may vary widely as well as individual talents and effort.