Branch Operations Lead: Scheduling, Service & People

Molly Maid; Livonia (MI); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Paid time off

Leadership development

Job summary

Molly Maid is seeking a hands-on Branch Operations Manager for the Livonia area to coordinate daily operations, schedules, and customer communications. You will recruit, train, and lead hourly staff while ensuring high service quality and accountability.

This role focuses on on-site leadership, problem solving, and data-driven decisions to improve customer satisfaction and retention across the branch. A Monday–Friday schedule with occasional early hours and emergencies is typical.

Qualifications

• Experience coordinating employees, customers, schedules, or daily operations.
• Demonstrated ability to manage several competing priorities.
• Strong customer-service and problem-solving skills.
• Ability to give direct feedback and address performance concerns.
• Comfortable learning and using scheduling, CRM, email, and reporting systems.
• Willingness to track performance and make decisions using data.
• Available to respond to occasional early-morning call-offs and operational emergencies.
• Able to work on-site in Ann Arbor and provide local field support when needed.

Responsibilities

• Lead the daily launch and coordination of our professional cleaning teams.
• Manage schedules, routes, call-offs, coverage changes, and customer communication.
• Recruit, interview, onboard, train, and retain dependable hourly employees.
• Set clear expectations and address attendance or performance problems promptly.
• Coach and motivate employees while maintaining accountability and high standards.
• Monitor quality through customer feedback, field inspections, documentation, and follow‑up.
• Respond to customer concerns and work to prevent unnecessary cancellations.
• Maintain accurate employee, customer, and operational information.
• Track key performance indicators, including attendance, staffing, route capacity, quality, customer retention, and productivity.
• Identify opportunities to grow the business through excellent service, referrals, and community relationships.
• Work alongside the team and provide field support when operationally necessary.

Skills

Scheduling

Team leadership

Customer service

Problem solving

Data reporting

On-site operations

Tools

CRM software

Scheduling systems

Job description

Molly Maid is seeking a hands-on Branch Operations Manager for the Livonia area to coordinate daily operations, schedules, and customer communications. You will recruit, train, and lead hourly staff while ensuring high service quality and accountability.

This role focuses on on-site leadership, problem solving, and data-driven decisions to improve customer satisfaction and retention across the branch. A Monday–Friday schedule with occasional early hours and emergencies is typical.