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
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to eMaids Corporate.