Operations Manager — Residential Cleaning Franchise (NYC HQ)

Operations Manager — Residential Cleaning Franchise (NYC HQ)

Brooklyn, NY (In-Person, 5 Days/Week) | $100,000–$120,000 + Performance Bonus

About the Role

We’re an established residential cleaning company headquartered in Brooklyn, with 40+ franchise locations across the U.S., 150+ field staff in NYC, a 15–20 person corporate office team, and 12+ virtual assistants supporting operations from the Dominican Republic and Jamaica.

We’re hiring an Operations Manager to run our Brooklyn HQ day-to-day and act as the owner’s right hand.

This is not a sit-back management role.

This is a hands-on leadership position for someone who takes ownership, thrives in fast-paced environments, has a sharp eye for detail, and is comfortable being directly involved in the day-to-day execution of the business.

If you prefer structured corporate environments, need constant direction, or want to sit in meetings all day — this is not the role for you.

What You’ll Own

Team Leadership & Accountability
• Recruit, train, coach, and manage the office, sales, and support teams
• Set clear performance expectations and hold the team accountable
• Conduct structured performance reviews, ongoing 1:1s, and disciplinary conversations when needed
• Build a culture of urgency, ownership, and attention to detail

Customer Experience & Relationship Building
• Personally handle escalated client issues and service failures with care and precision
• Build and maintain strong relationships with high-value clients, property managers, and recurring customers
• Take full ownership of resolving problems and restoring client trust
• Ensure consistent, high-quality service delivery across every touchpoint — every detail matters in this business

Remote Team Management
• Directly manage and coach a team of 12+ virtual assistants based in the Dominican Republic and Jamaica
• Set clear expectations, monitor productivity, and ensure consistent performance across time zones
• Build trust and accountability with team members you’ll lead remotely

Sales Team Coaching & Revenue Performance
• Directly coach our intake/sales team on conversion rates, call quality, and pipeline management
• Be accountable for key metrics including booking rate, conversion, retention, and recurring revenue
• This is a coaching role — you’re not selling personally, you’re developing others to hit their numbers
• Identify gaps in performance and take action immediately

HR & Team Oversight
• Partner with HR on hiring, onboarding, and performance management
• Handle escalated employee matters professionally and decisively
• Maintain structure, discipline, and accountability across the team

What Success Looks Like

Your First 30 Days:
• Shadow daily operations, sit in on calls, meet every team member and key franchisee
• Identify the top 3 operational fixes you’d make and bring them to the owner
• Begin running daily team standups

By Day 90:
• Owning all escalated client issues
• Conducting performance reviews and 1:1s with the office team
• Reporting daily on key KPIs
• The owner stepping back from day-to-day issues

By 6 Months:
• The office runs smoothly without daily owner involvement
• Team performance shows measurable improvement across conversion, booking rate, and retention
• Clear structure, accountability, and communication established throughout
• Recurring revenue and overall performance show measurable growth

Who You Are
• 5+ years managing operations in a service-based business (cleaning, home services, facilities, multi-location service operations, or similar)
• Direct people management experience required: you’ve personally hired, conducted performance reviews, coached underperformers, run PIPs, and made termination decisions. This role requires day-one management capability, not management aspiration.
• Experience managing remote staff or virtual assistants strongly preferred
• Sales team coaching experience strongly preferred — you’ve personally coached a team to a conversion or revenue metric
• Exceptional attention to detail — you catch the things others miss, and you hold your team to the same standard
• A hands-on operator — you lead from the front and are not afraid to jump in when needed
• Strong communicator — firm, clear, and respected by your team
• Decisive problem solver — you take action without waiting to be told
• Comfortable being accountable for results, not just tasks
• Tech-savvy with CRM, scheduling, and reporting tools
• Spanish bilingual strongly preferred (not required)

On any given Saturday night, you might field an urgent message from a cleaner or customer and resolve it personally. If that sounds like a burden, this isn’t the role.

What We Offer
• $100,000–$120,000 base salary (based on experience)
• Performance bonuses tied directly to revenue growth, team performance, and retention
• Paid time off and holiday pay
• IRA with company match
• Supplemental insurance options (Aflac)
• Direct partnership with a hands-on owner who values execution and results
• A stable, established business where you can truly grow and make an impact

To Apply

Send your resume plus a brief note answering these two questions:
• Why this role, and why now? What about a multi-location residential cleaning franchise specifically interests you?
• What’s the largest team you’ve directly managed (people who reported to you), and what’s your approach to holding a team accountable?

Applications without thoughtful responses to both questions will not be reviewed.

Job Type: Full-time

Location: Brooklyn, NY 11206 (In-Person, 5 Days/Week Required)

Experience: 5+ years in operations management with direct people management responsibility (required)

Language: English required, Spanish strongly preferred

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

Benefits:
• 401(k) matching
• Paid time off

Experience:
• Operations management: 5 years (Required)

Language:
• Spanish (Preferred)

Ability to Commute:
• Brooklyn, NY 11206 (Required)

Work Location: In person