Operations Manager

Operations Manager – Exterior Cleaning & Field Services

Position Summary:

We're a fast-growing start-up company, and we're looking for a scrappy Operations Manager who is excited about building new processes, thinking on their feet, and analyze data to make good decisions quickly.

We’re searching for a hands-on **Operations Manager** who can lead from the field and the office. This role oversees daily production, team performance, and operational systems for our exterior cleaning division. You’ll develop SOPs and procedures, support hiring/training, dispatch crews, climb ladders when needed, and ensure that quality, safety, and profitability stay on target. If you’re someone who can coach teams, build scalable processes, and still jump in the field to validate standards, this role is built for you.

Essential Duties & Responsibilities:

• Oversee field operations and crew performance to ensure safe, high-quality service delivery.

• Work both in-office and on-site to implement, document, and refine SOPs and operational processes.

• Dispatch crews, manage daily schedules, and adjust routing for maximum efficiency.

• Conduct hiring, onboarding, and hands-on training to build a strong, teachable workforce.

• Perform field inspections, climb ladders when needed, and verify compliance with safety and quality standards.

• Monitor production rates, labor efficiency, and gross margins to hit company benchmarks.

• Use CRM/scheduling software (HousecallPro, ServiceTitan, etc.) to manage operations.

• Lead safety programs, toolbox talks, and protocol enforcement.

• Handle performance reviews, corrective action, and team development.

• Collaborate with sales to ensure accurate scoping, staffing, and job planning.

• Occasionally work weekends, emergency hours, or overtime as needed.

Key Daily Activities:

• Conduct morning kickoffs with technicians and crew leads.

• Review routing, workload, and asset allocation; dispatch trucks accordingly.

• Visit job sites to coach crews, validate SOPs, and ensure safe and consistent work.

• Troubleshoot issues in real time—staffing, equipment, customer concerns, etc.

• Maintain production dashboards and report weekly performance metrics.

• Work on continuous process improvement: SOPs, safety initiatives, training materials.

Key Performance Indicators (KPIs):

**Gross Margin:** 55–60% target

**Crew Utilization:** 85%+

**Quality / CSAT Score:** ≥ 4.7/5.0

**Callback Rate:** ≤ 5%

**Safety:** Zero recordable incidents per quarter

**Ramp-Up Goal:** 80% of KPIs by 30 days, 90% by 60 days, full performance by 90 days

Required Qualifications:

• 3+ years supervising field technicians or crews in home services, construction, restoration, or similar.

• Experience using CRM/field management software (HousecallPro, ServiceTitan, Jobber, etc.).

• Strong leadership, communication, and problem-solving skills.

• Ability to climb ladders, work outdoors, and lift up to 50 lbs as needed.

• Valid driver’s license with a clean driving record.

• Knowledge of OSHA standards and safety best practices.

Preferred Qualifications:

• Experience developing SOPs, training systems, or operational playbooks.

• Background in financial analysis or managing job cost/margins.

• Project management certification (PMP or similar).

• Familiarity with exterior cleaning, holiday lighting, or facility maintenance.

Work Environment & Schedule:

• Monday–Friday, 7:00 AM–5:00 PM (extended or weekend hours during peak seasons).

• Mix of office, warehouse, and field/job site environments.

• On-call availability for urgent operational issues.

Compensation & Benefits:

• $85,000-105,000 base salary + bonuses of up to $30,000

• Bonuses awarded for margin performance, quality scores, and low callback rates.

• Health insurance, paid time off, and retirement plan options provided.