Head of Branch Operations

Overview We’re a fast-growing residential cleaning company with a strong brand and loyal customers. Growth has outpaced our informal systems, and we are now intentionally building a disciplined, multi-branch operation. This role exists to bring order, accountability, and repeatability to all non-corporate operations. If you need a polished environment or inherited systems, this will not be a fit. What You’ll Do You are fully accountable for all non-corporate operations, including staffing, scheduling, customer service, daily field operations, service quality, warehouse, and fleet. You will build the systems required to separate one operation into two independently functioning branches with documented, repeatable processes. You’ll join at a critical stage as our current branch structure matures into a true multi-branch operating model. This role owns the design and execution of multi-unit operating processes, the training and transition of existing staff into new operating standards, and the setup and launch of new branches as we expand across the greater Seattle area and beyond. There is no existing operating manual. You will work with a cross-functional team made of the COO, ownership, and department leaders to create it while running the established day-to-day business. You Will… Be accountable for daily service delivery, quality, staffing, and execution. Own scheduling accuracy and service feasibility with no escalation buffer. Run customer service execution and resolve service failures directly. Recruit, train, manage, and remove operational staff as required. Build, train, and manage branch-level teams including managers, supervisors, leads, and technicians. Define clear roles, performance expectations, and accountability standards at every level. Create training programs and progression paths from technician through leadership roles. Design, document, and enforce SOPs and training standards. Establish and report weekly operational KPIs (quality, re-cleans, labor efficiency, attendance, turnover). Resolve operational failures and prevent recurrence through system changes. Prepare the operation to function independently as two branches. You’re a Great Fit If You… Have personally owned field or service operations with measurable results. Have led multi-layered teams (managers, supervisors, frontline staff). Have built training systems and performance standards from scratch. Are comfortable making decisions without consensus or complete information. Can deliver direct feedback and enforce standards without avoidance. Expect to be judged on outcomes, not effort. Are scrappy, resourceful, and energized by solving messy growth challenges. You’re Not a Great Fit If You… Need a defined playbook before acting. Avoid accountability conversations or performance management. Prefer advising, coordinating, or escalating over deciding. Want autonomy without responsibility for results. Expect growth to feel orderly or comfortable. Bonus Points If You… Have separated or scaled operations into multiple locations. Have reduced re-cleans, turnover, or labor inefficiency. Are fluent in Spanish and English. Requirements 5+ years leading field or service operations. Experience managing managers and frontline teams. Demonstrated ownership of people, process, and results. Comfort operating with incomplete systems. Authorized to work in the United States. Benefits Compensation & Benefits Base salary: $100,000–$115,000 per year, DOE. The starting salary reflects the current size and scope of the role and is expected to grow as the business scales. Performance bonus: Up to 10% annually. PTO: 3 weeks plus holidays. Health benefits: ICHRA, Dental, Vision. 401(k) with company match. Company vehicle provided for business use. Personal mileage allowance. Additional Information This is a primarily in-person role based out of our Redmond or Mukilteo, WA offices. Our business operates 8AM–5PM Pacific Standard Time; the selected candidate will be expected to be available during these hours. Regular presence in the field with branch teams is expected. Occasional remote work may be coordinated in advance with the COO, but this is not a remote role. #J-18808-Ljbffr Adrianne's Housekeeping, Inc.