Senior Operations Manager / Head of Operations

General Manager / Head of Operations: Multi-City Cleaning Company | $2,000–$3,000 USD/Month | Remote, Full-Time

We're a North American residential cleaning company doing about $270,000 in monthly revenue (≈$3.2M/year) and about 700 cleans a month across multiple cities. We're hiring a General Manager or exceptional senior operator to run the business day to day and take it to the next level.

This is the most senior operating role in the company below ownership. It is not a coordinator, VA, admin, team lead or "assistant manager" role. If you haven't been accountable for the results of a business, location, region or large operation, this role is not a fit.

Read This First: We Run on Data

Our owner runs the business through dashboards and KPIs. You must be able to open a dashboard, understand what the numbers are saying, and explain what's happening and why, without anyone walking you through it.

That means you can:

Look at city-by-city numbers and spot which city is underperforming and which metric is driving it
Tell the difference between a symptom (revenue is down) and a cause (avg ticket dropped because sales is discounting to close deals)
Connect metrics across departments, for example: high cleaner turnover → more inexperienced cleaners → more complaints → lower rebooking → falling revenue
Know which numbers to pull next to confirm a theory before acting on it
Build or improve dashboards and reports when the current ones don't show what's needed
Present findings to ownership clearly: what's happening, why, what you're doing, and when it'll be fixed

If reading data and finding root causes isn't one of your strongest skills, please do not apply.

What You'll Be Solving
Complaints are 3x higher in one city. Is it recruiting (wrong hires), training (right hires, poorly trained), quality control (no inspections), dispatch (overbooked schedules, bad routing), or sales (setting the wrong expectations)? You find out with data, fix the root cause, and prove it's fixed.
Revenue is falling in one city but holding in another. Is it lead volume, close rate, average ticket, discounting, cancellations, rebooking, cleaner capacity or customer churn? You figure it out and turn it around.
A city can't keep up with demand, or has cleaners sitting idle. You balance recruiting and capacity against demand.
New hires take too long to get good. You fix onboarding and training so they ramp faster and stay longer.
Departments blame each other. You find the broken handoff and fix the process.
What You'll Own

You'll lead Sales, Recruiting, Dispatch and Customer Service across all cities, plus overall quality and the customer experience.

Performance and KPIs

Own company-wide and city-level KPIs: revenue, cleans, average ticket, complaint rate, rebooking/retention, cancellations, close rate, lead volume, cleaner turnover, labor cost %, reviews and ratings
Run weekly KPI reviews by department and city, and monthly business reviews with ownership
Set targets for each department and city based on company goals
Spot problems early, diagnose the cause, and build improvement plans with owners, deadlines and measurable outcomes

People and Training

Hire, train, coach and develop department leads and team members
Build and improve training programs, SOPs and onboarding for office staff and cleaners
Create scorecards and performance standards, and hold people to them
Develop leaders who can own their departments, so you aren't the bottleneck

Quality and Customer Experience

Build quality control systems: inspections, cleaner scorecards, complaint tracking and analysis
Find patterns in complaints (by city, cleaner, team, service type, tenure) and fix their sources
Protect and improve online reviews and customer retention

Recruiting and Capacity

Track the recruiting funnel (applicants → interviews → hires → 30/60/90-day retention) by city
Plan cleaner capacity against demand in each market
Lower turnover and improve hire quality

Business Health

Understand the unit economics: revenue per clean, labor cost as a % of revenue, margin by city, customer lifetime value
Watch pricing and discounting, and protect margin while growing
Improve processes, systems and workflows across the operation
Who We're Looking For

Required:

5+ years in senior operations leadership. Strong backgrounds include General Manager, Director/Head of Operations, Regional or Multi-Site Manager, or Senior BPO/Call Center Operations Manager
Experience running multiple locations, regions or departments at the same time
Strong data and dashboard literacy: you're comfortable in spreadsheets, CRMs and BI dashboards (Google Sheets/Excel, Looker Studio, Power BI or similar)
A track record of turning around specific KPIs, with numbers to show it
Experience building training programs and developing managers, not just supervising
Experience managing a large team, directly or through managers
Excellent written and spoken English. You'll communicate directly with ownership, staff and sometimes customers
Full availability and engagement during Monday–Friday North American business hours

Strongly preferred:

General Manager or P&L ownership experience
Home services, cleaning, field service, BPO or call center background
Experience managing remote office teams and field workers or contractors
Experience with home service software (e.g., BookingKoala, Launch27, ZenMaid, Jobber or similar)

You are the right person if you see a problem in the numbers, dig in until you know why it's happening, build a plan, get the team moving, and measure whether it worked, all without being told to.

What Success Looks Like

First 30 days: Learn the business, the dashboards, the team and the systems. Give ownership your own diagnosis of each city and department: what's working, what isn't, and why.

First 60 days: Have improvement plans running on the weakest KPIs. Department leads have clear targets and a weekly review rhythm.

First 90 days: Measurable gains in the targeted KPIs (complaints, rebooking, turnover, revenue in underperforming cities). Ownership spends less time in day-to-day operations.

Location

Remote. We hire globally and prefer LATAM, but we're open to exceptional candidates from other regions.

Compensation

$2,000–$3,000 USD/month, based on your GM/senior leadership experience, multi-site experience, data skills, English fluency and proven ability to improve business performance.

We're hiring ASAP.

Location: Remote - Argentina, Belize, Bolivia, Brazil, Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, Guyana, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Suriname, Uruguay, Venezuela

Skills required for this job:

• Business process outsourcing (BPO)
• Call center operations
• Home services
• KPI management
• Operations management
• People management
• Performance management
• Process improvement