Company Description
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.
Job Summary
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.
Responsibilities
Leadership
o Drive the company’s sales growth and increase profit
o Responsible for all aspects of business operations and fulfillment of company goals and initiatives
o 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
Staffing – Office Staff
o Identify hiring needs for management team
o Recruit, interview, hire, train, review office staff
o Hold office staff meetings
o Establish individual and team goals
o Track and monitor staff members performance
o Coach, counsel, discipline staff
o Budget and administer office staff compensation
o Create and implement office incentives programs
o Make and execute termination decisions
o Recover company property
o Issue final paycheck
o Respond to inquiries from governmental agencies, file response
Assist/Backup Field Manager with HSP Staff Supervision
o Identify staffing needs
o Interview applicants
o Extend job offer(s)
o Review and complete Orientation Checklist with trainee(s)
o Close probationary period & promote HSP’s to a team
o Assign HSP’s to a team
o Hold HSP team meetings
o Address unresolved employee complaints and concerns
o Create & implement employee retention program
o Coordinate & celebrate HSP anniversary dates and birthdays
Managing Employees
o Review and monitor teams performances & productivity using CCS reports
o Scan and file all employee performance documents (complaints, “wows”)
o Review HSP staff with Field Manager’s input
o Grant employee time off requests
o Authorize employee to use company vehicles
o Respond to vehicle accidents and notify insurance company
o Review daily Quality Check Schedule w/Field Manager
o Handle unresolved employee complaints
o Document and follow company’s disciplinary procedures
o Document and execute termination decisions for HSP position
o Recover company property
o Issue final paycheck
Customers
o Respond, resolve, and follow-up with customer complaints and concerns
o Create and implement action plan for customer retention
o Validate MOLLY MAID gift certificates through CCS
o Redeem MOLLY MAID gift certificates
Breakage/Damage
o Inspect broken & damaged items
o Determine course of action
o Approved to spend up to $100 for replacement or repair.
o Discuss issues with supervisor for more than $100
Estimating (only as back-up)
o Perform in-home estimates
o Utilize estimate script
o Utilize estimate worksheet
o Increase the addition of new customers
o Meet or exceed quarterly and annual sales goals
o Maintain and update estimate binder
o Inventory and order estimating materials
o Pass estimate sheet to CSR for action
Marketing
o Assist owners in the creation of the yearly marketing plan
o Implement yearly marketing plan
o Meet with marketing reps
o Place marketing orders
o Order marketing material
o Track, monitor and review marketing results
Financial
o Assist owners in the creation of the yearly financial plan
o Implement yearly financial plan
o Achieve revenue and profit goals
o Implement systems to achieve financial goals
o Make bank deposits (in owners’ absence)
o Distribute pay checks
Operations
o Main point of contact for Book Keeper for any payroll questions
o Track and monitor petty cash
o Review and monitor LMS reports
o Review and monitor Phone Lead Source Report
o Research and negotiate contracts with vendors
o Place orders with vendors, after approval from owners
o Send collection letters
o Implement, maintain and update OHSA program
o Work with Field Manager(s) to ensure:
o Track, monitor and review gas usage
o Track and monitor car expenses - Includes: vehicle repairs, maintenance, replacement, purchase
o Ensure homes are cleaned as scheduled
o Monitor and track employee attendance & vacation hours
o Monitor vehicle maintenance program
o Review and monitor working rate, make changes accordingly
o Review and monitor open customer receivables using Receivables Report
Experience Needed
1. Minimum of 5 years of recruiting, hiring, training and supervisory experience
2. Customer Service
3. Sales
4. Proficient in Microsoft Office
5. Self-directed individual who is analytical and with initiative and problem solving skills
6. Demonstrate the ability to learn quickly and juggle multiple situations concurrently
7. Organizational Skills with the ability to set priorities and meet challenging deadlines
8. Verbal and Written Communication Skills,
9. Customer Focus, Collaboration and Teamwork
10. Flexibility, Team Orientation, ability and willingness to learn
Requirements
o Valid driver’s license with good driving record
o Able to work office hours (7am to 3pm)
o Legally able to work in the United States
o Physically and mentally capable of performing Operation Manager’s duties
o Pass criminal background check
o Must be bonded and insured for employee dishonesty. This requires that she cannot have any known record of dishonest acts or convictions for criminal or felonious acts
o Self-directed individual who is analytical, with initiative and problem-solving skills
o Demonstrate the ability to learn quickly and juggle multiple situations concurrently
o Organizational skills, ability to set priorities and execute a plan of action
o Verbal and Written Communication Skills
o Bilingual (English & Spanish) mandatory
Job Type: Full-time
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