Office Manager - Residential & Commercial Cleaning Franchise (NYC HQ) Location: Brooklyn, NY 11206 (In-Person, 5 Days/Week) - You must live within the 5 boroughs. Salary: $100,000-$120,000 + Performance Bonus About the Role We are hiring a hands-on Office Manager to serve as the owner's right hand and lead day-to-day operations at our Brooklyn HQ. This is an active, high-ownership leadership role for an operator who thrives in fast-paced environments, possesses an eye for detail, and holds high standards for team execution across both home and business accounts. If you prefer a corporate desk job or constant direct supervision, this role is not for you. Key Responsibilities - Team Leadership & Accountability: Recruit, train, and manage office, sales, and support staff. Lead daily standups, conduct 1:1s, run performance reviews, and handle disciplinary actions firmly and fairly. - Customer & Client Experience: Personally step in to resolve escalated client issues, repair service breakdowns, and maintain strong relationships with recurring residential clients, property managers, and commercial accounts. - Remote Team Oversight: Directly manage and coach 12+ virtual assistants in the Dominican Republic and Jamaica to ensure consistent cross-time-zone productivity and scheduling accuracy. - Sales & Revenue Coaching: Coach the intake/sales team on inbound lead handling, commercial proposal conversion rates, call quality, and pipeline management to drive recurring revenue across both service lines. - HR Partnering: Collaborate with HR on onboarding, hiring, and maintaining organizational structure, field compliance, and discipline across all teams. 30-60-90 Day Success Roadmap - First 30 Days: Shadow daily residential and commercial operations, lead daily team standups, build rapport across teams, and deliver top 3 operational improvement recommendations to the owner. - By Day 90: Fully own client escalations, lead team 1:1s, report daily KPIs, and free the owner from day-to-day firefighting. - By Month 6: Maintain a self-sustaining office environment that delivers measurable growth in conversion, booking rates, account retention, and recurring contract revenue. Qualifications - 5+ years of operations & office management experience in a service-based business (residential/commercial cleaning, home services, facilities management, or multi-location service operations). - Direct People Management: Proven experience hiring, coaching underperformers, executing PIPs, and making termination decisions. - Remote Leadership: Experience managing virtual assistants or remote staff strongly preferred. - Sales Coaching: Demonstrated track record coaching sales/intake teams to meet specific conversion, contract, or revenue metrics. - Availability: Comfortable stepping in during off-hours, evenings, or weekends if an urgent operational or client issue arises. Compensation & Benefits - Base Salary: $100,000-$120,000 (commensurate with experience) - Bonus: Performance bonuses tied directly to revenue growth, team metrics, and client retention - Retirement: IRA with company match - Time Off: Paid time off and holiday pay - Insurance: Supplemental insurance options (Aflac) To Apply Please submit your resume alongside responses to the following two questions (applications without answers will not be reviewed): - Why this role, and why now? What draws you specifically to a multi-location residential and commercial cleaning franchise? - What is the largest team you have directly managed, and what is your personal approach to team accountability? Benefits: - Paid time off - Professional development assistance - Referral program Application Question(s): - You must live in 1 of the 5 boroughs, please confirm you are located in the boroughs Experience: - Operations management: 5 years (Preferred) - Sales: 3 years (Required) Language: - English and Spanish (Preferred) Ability to Commute: - Brooklyn, NY 11206 (Required) Work Location: In person Compensation: $100,000.00 - $150,000.00 per year