Operations Manager

Molly Maid has been a trusted provider of professional residential cleaning services for over 30 years. Known for delivering quality and thorough home cleaning, the company helps homeowners create valuable "me time" through reliable service. Every employee is professionally trained and committed to excellence, embodying the care and passion that define Molly Maid. With over 1.7 million cleans performed annually, Molly Maid has become a nationally recognized brand in the residential cleaning industry.

The company is dedicated to maintaining high standards and giving customers peace of mind.

We are seeking a dynamic and strategic Operations Manager to lead and optimize our daily business activities, drive operational excellence, and foster sustainable growth. Your leadership will inspire teams, enhance efficiency, and promote a culture of continuous improvement. This is an exciting opportunity for a proactive professional passionate about extraordinary customer service, managing complex operations and delivering exceptional results.

• Drive the company’s sales growth and increase profit
• Responsible for all aspects of business operations and fulfillment of company goals and initiatives
• Cultivate a team environment that provides exceptional customer service while directing the management team and ensuring all staff members perform at a consistently high level

• Identify hiring needs for management team
• Recruit, interview, hire, train, review office staff
• Hold office staff meetings
• Establish individual and team goals
• Track and monitor staff members performance
• Coach, counsel, discipline staff
• Budget and administer office staff compensation
• Create and implement office incentives programs
• Make and execute termination decisions
• Issue final paycheck
• Respond to inquiries from governmental agencies, file response

• Identify staffing needs
• Interview applicants
• Extend job offer(s)
• Review and complete Orientation Checklist with trainee(s)
• Close probationary period & promote HSP’s to a team
• Assign HSP’s to a team
• Hold HSP team meetings
• Address unresolved employee complaints and concerns
• Create & implement employee retention program
• Coordinate & celebrate HSP anniversary dates and birthdays

• Review and monitor teams performances & productivity using CCS reports
• Scan and file all employee performance documents (complaints, "wows")
• Review HSP staff with Field Manager’s input
• Grant employee time off requests
• Authorize employee to use company vehicles
• Respond to vehicle accidents and notify insurance company
• Review daily Quality Check Schedule w/Field Manager
• Handle unresolved employee complaints
• Document and follow company’s disciplinary procedures
• Document and execute termination decisions for HSP position
• Issue final paycheck

• Respond, resolve, and follow-up with customer complaints and concerns
• Create and implement action plan for customer retention
• Validate MOLLY MAID gift certificates through CCS
• Redeem MOLLY MAID gift certificates

• Inspect broken & damaged items
• Determine course of action
• Approved to spend up to $100 for replacement or repair.
• Discuss issues with supervisor for more than $100

• Increase the addition of new customers
• Meet or exceed quarterly and annual sales goals
• Maintain and update estimate binder
• Inventory and order estimating materials
• Pass estimate sheet to CSR for action

• Assist owners in the creation of the yearly marketing plan
• Implement yearly marketing plan
• Meet with marketing reps
• Place marketing orders
• Track, monitor and review marketing results
• Assist owners in the creation of the yearly financial plan
• Implement yearly financial plan
• Achieve revenue and profit goals
• Implement systems to achieve financial goals
• Make bank deposits (in owners’ absence)

• Main point of contact for Book Keeper for any payroll questions
• Track and monitor petty cash
• Review and monitor LMS reports
• Review and monitor Phone Lead Source Report
• Research and negotiate contracts with vendors
• Place orders with vendors, after approval from owners
• Send collection letters
• Implement,…