Operations Manager — Multi-Location Residential / Commercial Cleaning Company (Florida)

The Short Version We're scaling a multi-location premium cleaning company across Florida with a structured holding company and multiple operating entities. The infrastructure is built. The systems are in place. What we need now is an operator — not a task-taker — to run the day-to-day completely and independently. If you need hand-holding, this isn't the role. If you can see a problem and fix it without being asked, keep reading. The Opportunity We currently operate across Lakeland, Tampa, and Cape Coral — with more Florida markets planned before end of year. You won't be taking direction on every task. You'll be making decisions. You'll be the first call when something breaks. You're the person who hired the team, trained the team, and holds the team accountable without escalating to ownership. This is a ground-floor partnership with a company scaling aggressively and intentionally. The right person grows with us — more markets, more responsibility, compensation that reflects it. What You'll Own Recruiting & Team Management Source, screen, interview, onboard, and manage independent cleaning contractors across all markets Build and maintain a reliable cleaner bench with backup coverage in every city Handle all cleaner issues independently — no-shows, conflicts, quality failures, replacements Conduct performance reviews and enforce brand standards without escalating to ownership Train cleaners to our standards using documented SOPs you help build Customer Operations (You Are the Brand) Own all inbound leads, quote delivery, booking confirmations, and follow-ups Check GoHighLevel daily for new and stalled leads and follow up promptly — no lead sits untouched Manage scheduling, rescheduling, and cancellations across all locations Respond to all customer contact (phone, text, email) within defined SLAs — every time, without exception Ask for the business. Every quote conversation ends with a clear ask to book — you don't wait for the customer to decide on their own Resolve complaints fully and independently — fixable problems don't reach ownership Quality & Reputation Management Run post-job follow-up sequences to drive 5-star Google and Yelp reviews consistently Ask every satisfied customer for a review — directly, every time. This isn't a soft suggestion in an email footer; it's a habit you build into every job close Monitor and respond to every review — positive and negative — professionally and on brand Maintain quality checklists for all job types: standard, deep clean, move-in/out, post-construction Track satisfaction data and resolve patterns before they become problems Systems — GHL + Booking Koala Comfortably navigate GoHighLevel day-to-day: check the pipeline for new leads, log notes, move deals through stages, and use existing dashboards and follow-up sequences. You do not need to build automations or workflows from scratch — those are already set up. You just need to work inside the system daily and never let a lead go cold. Manage Booking Koala: booking flow, pricing configuration, service types, customer-facing scheduling Build and maintain SOPs for every repeatable process Rule: if a process breaks twice, you build a system so it never breaks a third time Growth & Reporting Optimize the full funnel: lead → booking → recurring client Identify and execute upsell opportunities (deep cleans, add-ons, recurring plans) — and actually offer them, out loud, on every call Deliver weekly reporting: bookings, revenue, reviews, cleaner performance, customer retention Proactively flag cost-saving and revenue opportunities — we reward people who think like owners Who This Is For Must-Haves ✅ Proven experience managing a cleaning or home services business remotely ✅ Comfortable working inside a CRM day-to-day — checking pipelines, logging leads, running follow-up sequences (GoHighLevel or a directly comparable CRM). Building automations is not required. ✅ Experience with Booking Koala or a directly comparable scheduling/booking platform ✅ Track record hiring and managing field service teams (cleaners, contractors, or similar) ✅ Ability to make independent decisions under pressure — urgent issues don't wait for owner approval ✅ Comfortable and consistent asking customers to book and asking customers for reviews — this is a core, daily part of the job, not an occasional extra ✅ Available during Florida business hours (Eastern Time), including responsiveness to urgent matters ✅ Excellent written and verbal English — you communicate with US customers daily ✅ Strong SOP-building and process documentation skills ✅ Organized to a fault — you manage multiple markets and nothing falls through the cracks Strong Pluses ⭐ Spanish-speaking — serious advantage across all Florida markets ⭐ Hands-on experience building GoHighLevel automations, pipelines, or workflows (helpful, not required — a plus if you have it) ⭐ You have or can quickly build a small team (dispatcher, QA, assistant) — see Team Policy below ⭐ Experience scaling a home services business across multiple locations ⭐ Familiarity with Google Business Profile management and review generation strategies ⭐ Experience with 1099 contractor onboarding and compliance ⭐ Background in customer retention, upselling, and recurring service models This Is NOT For You If… You need daily direction or regular check-ins to stay productive You've never managed field workers or remote contractor teams You're looking for light admin or data-entry work Urgent issues are 9-to-5 problems to you You're uncomfortable asking customers directly for the booking or the review You can't communicate clearly, professionally, and independently with US-based customers You've never built an SOP or documented a process from scratch Team Policy We actively welcome candidates who operate with a small team or want to build one. A dispatcher, QA person, or assistant often makes the whole operation run better — we're open to that structure. How it works: Team members you bring are your responsibility — employed or contracted by you Their rates are negotiated separately with us based on role and value delivered We evaluate total output and pay for results, not headcount We do not automatically absorb team overhead — this is a performance-based partnership Include your proposed team structure and individual rates in your proposal. Solo candidates are equally welcome — tell us how you plan to scale as we add markets. How to Apply — Read This Carefully Start your proposal with the phrase: GOLD STANDARD CLEAN This tells us you read the full listing. Any proposal that doesn't open with that phrase will not be reviewed — no exceptions. Then answer the following questions specifically. Vague or generic answers will not move forward. 1. Your Background Describe your experience managing cleaning or home services businesses remotely. How many locations or markets have you managed simultaneously? What was your role specifically? 2. Your Team Are you solo or do you have a team? If solo — how do you scale support as we grow from 3 to 5+ markets? If you have a team — describe each person's role, their rate, and how they contribute to day-to-day operations. 3. CRM & Booking Systems Walk us through how you'd use GoHighLevel day-to-day to make sure no lead goes untouched — checking the pipeline, following up, moving deals forward. Have you used Booking Koala directly? If not, what platform have you used that's comparable? 4. Independent Decision-Making Give us a real example of an urgent operational crisis you solved without escalating to ownership. What broke, what did you do, and what was the outcome? 5. Quality Control Walk us through your actual process for maintaining consistent, 5-star service quality across multiple markets with independent cleaners you can't physically supervise. 6. Asking for the Business & Asking for Reviews Tell us specifically how you ask customers to book and how you ask satisfied customers for reviews. What's your actual script or approach? What volume of 5-star reviews have you generated for a previous client or employer, and over what time frame? 7. First 30 Days What would you do in your first 30 days specifically to either reduce our costs or increase bookings? Give us concrete, actionable ideas — not general statements about "learning the business." 8. Your Full Rate Breakdown Break down your base rate, any team member rates if applicable, and how your pricing structure changes as we scale from 3 to 5+ markets.