Operations Manager

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
Compensation: $100,000.00 - $120,000.00 per year