Operations Manager

Molly Maid USA

Woodbridge (VA)

On-site

USD 50,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Health benefits – potentially available upon request

Paid holidays

Paid vacation after 1 year of employment

Job summary

Molly Maid USA is looking for an Operations Manager in Woodbridge, VA, to lead and optimize business activities while driving operational excellence. This role requires adherence to customer service excellence, efficient management of complex operations, and team inspiration.

You will oversee staffing, address employee concerns, and handle customer interactions, embodying a customer-first leadership style. Strong leadership skills, along with a solid background in recruiting and training, are essential for this role.

Qualifications

Minimum of 5 years of recruiting, hiring, training and supervisory experience.
Demonstrate the ability to learn quickly and juggle multiple situations concurrently.
Valid driver’s license with good driving record.

Responsibilities

Drive the company’s sales growth and increase profit.
Hold office staff meetings and track performance.
Respond, resolve, and follow-up with customer complaints.

Skills

Customer service orientation

Recruiting and hiring

Analytical skills

Organizational skills

Communication skills

Tools

Microsoft Office

Job 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 care and passion. Molly Maid has become a nationally recognized brand in the residential cleaning industry. Molly Maid of Woodbridge/Burke is a Small Business with ~25 team members serving the Northern Virginia area.

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
- 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
Staffing – Office Staff
- Hold office staff meetings
- Establish individual and team goals
- Track and monitor staff members' performance
- Coach, counsel, discipline staff
- Create and implement office incentive programs
- Make and execute termination decisions
- Respond to inquiries from governmental agencies, file response
Assist/Backup Field Manager with HSP Staff Supervision
- 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
Managing Employees
- 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
- 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
Customers
- Embody customer FIRST leadership style
- 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
Breakage/Damage
- 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
Estimating (only as back-up)
- 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
Marketing
- 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)
Operations
- 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, maintain and update OHSA program
- Work with Field Manager(s) to ensure:
  - Track, monitor and review gas usage
  - Track and monitor car expenses – includes vehicle repairs, maintenance, replacement, purchase
  - Ensure homes are cleaned as scheduled
  - Monitor and track employee attendance & vacation hours
  - Monitor vehicle maintenance program
  - Review and monitor working rate, make changes accordingly
  - Review and monitor open customer receivables using Receivables Report

Qualifications

Minimum of 5 years of recruiting, hiring, training and supervisory experience
Strong customer service orientation
Proficient in Microsoft Office
Self‑directed individual who is analytical, with initiative and problem solving skills
Demonstrate the ability to learn quickly and juggle multiple situations concurrently
Organizational skills with the ability to set priorities and meet challenging deadlines
Verbal and written communication skills
Customer focus, collaboration and teamwork
Flexibility, team orientation, and willingness to learn
Valid driver’s license with good driving record
Potentially bonded and insured for employee dishonesty
Legally able to work in the United States
Pass criminal background check
Physically and mentally capable of performing Operations Manager duties
Must be able to work office hours (7:30 a.m. – 4:00 p.m.)