Operations/Office Manager

OPERATIONS MANAGER

Molly Maid of Grand Rapids • Grand Rapids, MI

Full-Time • Monday–Friday • $60,000–$65,000 Expected Annual Compensation

Who We Are

Molly Maid of Grand Rapids is a locally owned and operated cleaning franchise with deep roots in the Grand Rapids community. We’re a small business in the truest sense — owner-operated, relationship-driven, and built on the trust of hundreds of local households who count on us every week.

Our team includes 20+ Home Service Professionals in the field along with a tight-knit office team that handles everything from scheduling and quality control to customer care and hiring. We move fast, we hold ourselves to high standards, and we’re growing year over year.

This is the kind of place where your decisions actually matter and your fingerprints are on the outcome. There’s no corporate layer between you and impact.

The Role

This is a genuine leadership role — not a coordinator position. As our Operations Manager, you’ll work directly alongside ownership and be responsible for the daily execution of our Grand Rapids office. You’ll own the people side of the business: hiring, onboarding, morning meetings, performance management, and when necessary, the difficult conversations that keep a team running at a high level.

You’ll work alongside a skilled support team — a Quality Control Manager in the field, a Scheduling Director managing routes and coverage, and a remote Customer Service Representative handling leads and customer reactivation. Your job is to be the connective tissue that keeps the whole operation humming.

In a small business, you’ll wear multiple hats. One morning you’re running a team meeting. That afternoon you’re reviewing a new applicant, coaching a team member through a tough week, and checking in on a service that didn’t go as planned. You thrive in that environment because you understand that this is exactly what it looks like to run something well.

What You’ll Own

People Leadership & Accountability

•      Lead daily operations for a team of 20+ Home Service Professionals — attendance, performance, and conduct

•      Run structured Monday–Friday morning meetings with purpose, consistency, and follow-through

•      Hold team members accountable through direct coaching, documented feedback, and progressive discipline

•      Own the full hiring pipeline: reviewing applicants, scheduling interviews, making offers, and onboarding

•      Create a first-class Day 1 experience so new hires feel set up to succeed from the start

•      Partner with ownership on termination decisions; own every step of the documentation leading up to them

Business & Operational Execution

•      Track key weekly metrics: customer count, PC rate, OTC volume, labor hours, and revenue vs. target

•      Identify problems before they become crises — flag risks to ownership proactively, not reactively

•      Relay quality control findings from our Quality Manager into coaching notes and team accountability

•      Support our Scheduling Director on route coverage, gap filling, and staffing urgency signals

•      Monitor schedule health and communicate proactively when capacity is at risk

•      Develop and send a concise weekly summary to ownership covering people, performance, and office execution

Customer & Culture

•      Support customer retention through professional save attempts and escalation handling

•      Model and reinforce high-performance standards — professionalism, urgency, accountability — every single day

•      Maintain a workspace and team environment that reflects the standards we deliver in our customers’ homes

Who We’re Looking For

We need someone who has managed hourly employees before and knows what that actually means — the early mornings, the no-shows, the performance conversations that are uncomfortable but necessary. You don’t wait to be asked to address a problem. You’ve already handled it.

You understand that in a small business, nobody is going to hand you a clean playbook. You build the playbook. You’re comfortable with ambiguity, but you bring structure with you. You’re not looking for a quiet role with a clear job description and low stakes — you want to be somewhere where your work visibly moves the needle.

•      3+ years of experience managing hourly or field-based employees — home services, staffing, or service industry a significant plus

•      Proven track record of holding people accountable with fairness and consistency, not just escalating to someone else

•      Urgency around hiring — you know that slow follow-up loses good candidates, and you move accordingly

•      Comfort with the full HR lifecycle: recruiting, onboarding, coaching, documentation, and difficult conversations

•      Business-minded — you understand KPIs, track them, and take ownership of the ones you influence

•      Clear communicator who can run a morning meeting, coach a team member, and speak professionally with a frustrated customer all in the same morning

•      Comfortable in a fast-moving small business environment where no two days look the same

Compensation & Benefits

We’ve built a compensation structure designed to reward performance, not just tenure. Base pay is competitive for the Grand Rapids market, and our bonus program creates real earning upside for high performers.

•      Expected annual compensation of $60,000–$65,000+ for a solid performer (base + bonus combined)

•      Starting hourly rate of $26.00/hr with the opportunity for a wage increase following your performance review

•      Quarterly performance bonus program already in place — tiered payouts tied to business growth above target

•      High performers who consistently drive results have clear earning upside beyond the base range

•      Exceptional results may lead to earlier advancement — we promote based on outcomes, not time served

•      Full-time, Monday–Friday, 7:00 AM–4:00 PM (some weeks will run longer as the operation requires)

•      Paid time off

•      A direct relationship with ownership — your perspective on this business is genuinely valued and acted on

The Team You’ll Join

You’ll work directly alongside Mark and Zach, our Local Franchise owners, on a daily basis. You’ll also collaborate closely with Quality Control Manager, Scheduling Director& Estimator, and our Remote Customer Service agent. Ownership is present, accessible, and invested in your success — but we are looking for someone who reduces the load on owners, not adds to it.

If you’ve ever wanted to be a genuine second-in-command at a growing small business — someone who knows the operation inside and out and is trusted to run it — this is that role.

How to Apply

We move quickly for the right person. Please submit your resume. You may also be prompted to record a short video Interview as part of our screening process. Please complete it when it is sent to you.

We want to understand how you lead, not just what jobs you’ve held.

Molly Maid of Grand Rapids is an equal opportunity employer.

Molly Maid of Grand Rapids • Locally Owned & Operated • Grand Rapids, MI