Hiring an Operations Manager for the #1 Luxury Cleaning Company in Miami The Operations Manager is responsible for overseeing and optimizing all day-to-day operational functions at The Prime Cleaner. This role ensures the seamless execution of cleanings, supervises and supports Project Managers, improves internal systems, resolves operational issues, and maintains a high standard of client and provider experience. This leader plays a critical role in protecting quality, efficiency, communication, and company profitability. About the Company We are a mom-and-son-owned premium cleaning company dedicated to delivering exceptional service with trust and care. With over 9 years of experience and 7000+ cleanings completed, we've earned 400+ 5-star reviews and an A+ BBB rating. Our vision is to scale to 30+ locations while continuing to provide high-quality, eco-conscious services with background-checked, bonded, and insured professionals. We're more than just a cleaning company — we deliver peace of mind and excellence every time. Clients include brands like Ferrari, Rolls Royce, Maserati, Tom Ford, many CEOs and even members of a Royal Family. Qualifications ✔ Exceptional English fluency Oral and written Clear, confident, professional communication ✔ Strong leadership & people management Motivates, trains, holds team accountable Sets expectations and maintains standards ✔ Advanced conflict resolution & problem-solving Calm under pressure Emotionally intelligent Makes fair and logical decisions ✔ Highly organized & system-oriented Strong understanding of operational workflows Can work efficiently across multiple platforms ✔ Detail-oriented but fast-moving Able to manage volume Consistently accurate in execution Ideal Candidate Profile The ideal Operations Manager at The Prime Cleaner is someone who: Understands home services or high-volume operations Thrives under pressure Loves solving problems Has experience managing teams Is proactive, not reactive Communicates clearly and empathetically Wants to grow with the company long-term Monthly Salary Range: $2200 - $2600 USD Payment Schedule: On the 15th & 31st (Bi-Monthly) Paid Holidays Full-Time Role: This is your primary job and requires full-time dedication 100% Remote Role Job Logistics & Requirements Focus & Commitment: This role requires full dedication, candidates should not have any other employment or commitments that conflict with this role. There is significant room for growth in the role & in the company - our goal is to help you in your growth and thereby help you earn more. Core Responsibilities Directly manage the Project Manager team (Bookings/Client Success) and work closely with Sales Conduct weekly team check-ins, coaching sessions, and performance reviews. Ensure PMs follow SOPs, scripts, timelines, and service standards. Hold the team accountable for KPIs such as: Response time Assignment accuracy Complaint rate Completion of daily operational tasks Provide ongoing training in communication, conflict resolution, and problem-solving. Operational Oversight Ensure all bookings are assigned, confirmed, and properly prepared. Oversee provider performance, capacity, scheduling, and coverage. Monitor real-time operations throughout the day and jump in when escalations arise. Reduce errors by ensuring SOPs are followed consistently. Ensure quality control standards are upheld across all cleanings. Problem and Conflict Resolution Handle high-level client escalations that PMs cannot resolve. Manage conflicts between clients and cleaners, including Miscommunications Cancellations, disputes, or refund requests Must be able to de-escalate emotionally charged situations calmly and professionally. Coordinate solutions such as refunds, re-cleanings, or compensation, following company policy. Operational Systems & Improvement Audit and improve workflows in: Airtable BookingKoala ClickUp OpenPhone Identify bottlenecks and create improved processes or SOPs Maintain operational documentation (SOPs, playbooks, workflows) Work with leadership to prepare the company for scalability Hiring, Training & Provider Management Help recruit and onboard new Project Managers when needed. Support recruiting team during provider onboarding as needed. Oversee training of new team members (PMs and Consultants) for operational processes. Communicate with: Sales Team (handoff of booked clients) Marketing Team (special campaigns or promotions) Leadership (strategy, performance review, growth initiatives) Ensure alignment across teams for client experience and operations. Key Performance Indicators (KPIs) You'll Be Measured On 5% complaint rate 5% missed assignments On-time completion of PM daily tasks Reduction in refund requests High provider satisfaction Improved client retention Efficient resolution of escalations Maintaining 96%+ operational accuracy Vision To elevate the home service industry by building scalable systems, empowered teams, and sustainable businesses that create freedom — for clients, cleaners, and cleaning entrepreneurs worldwide. Mission Why we do what we do: We bring peace of mind and excellence into every home while creating pathways for our team and partners to grow, thrive, and achieve financial freedom. Values 1. Act With Urgency Moving fast shows respect for time 2. Always Be Improving Growth comes from learning every day 3. Reliability Reliability is our reputation 4. Do What’s Right, Every Time Integrity builds trust that lasts 5. Honest Feedback Builds Trust Clear feedback is a gift #J-18808-Ljbffr