Hiring an Operations Manager for the #1 Luxury Cleaning Company in Miami

The Operations Manager is responsible for overseeing and optimizing all day-to-day operational functions at The Prime Cleaner. This role ensures the seamless execution of cleanings, supervises and supports Project Managers, improves internal systems, resolves operational issues, and maintains a high standard of client and provider experience.

This leader plays a critical role in protecting quality, efficiency, communication, and company profitability.

About the Company

We are a mom-and-son-owned premium cleaning company dedicated to delivering exceptional service with trust and care. With over 9 years of experience and 7000+ cleanings completed, we've earned 400+ 5-star reviews and an A+ BBB rating. Our vision is to scale to 30+ locations while continuing to provide high-quality, eco-conscious services with background-checked, bonded, and insured professionals. We're more than just a cleaning company — we deliver peace of mind and excellence every time. Clients include brands like Ferrari, Rolls Royce, Maserati, Tom Ford, many CEOs and even members of a Royal Family.

Qualifications

✔ Exceptional English fluency

- Oral and written
- Clear, confident, professional communication

✔ Strong leadership & people management

- Motivates, trains, holds team accountable
- Sets expectations and maintains standards

✔ Advanced conflict resolution & problem-solving

- Calm under pressure
- Emotionally intelligent
- Makes fair and logical decisions

✔ Highly organized & system-oriented

- Strong understanding of operational workflows
- Can work efficiently across multiple platforms

✔ Detail-oriented but fast-moving

- Able to manage volume
- Consistently accurate in execution

Idóneo Candidate Profile

The ideal Operations Manager at The Prime Cleaner is someone who:

- Understands home services or high-volume operations
- Thrives under pressure
- Loves solving problems
- Has experience managing teams
- Is proactive, not reactive
- Communicates clearly and empathetically




- Wants to grow with the company long-term
- Monthly Salary Range:$2200 - $2600 USD
- Payment Schedule: On the 15th & 31st (Bi-Monthly)
- Paid Holidays
- Full-Time Role:This is your primary job and requires full-time dedication
- 100% Remote Role

Job Logistics & Requirements

- Focus & Commitment: This role requires full dedication, candidates should not have any other employment or commitments that conflict with this role. There is significant room for growth in the role & in the company - our goal is to help you in your growth and thereby help you earn more.

Core Responsibilities

- Directly manage the Project Manager team (Bookings/Client Success) and work closely with Sales
- Conduct weekly team check-ins, coaching sessions, and performance reviews.
- Ensure PMs follow SOPs, scripts, timelines, and service standards.
- Hold the team accountable for KPIs such as:
- Response time
- Assignment accuracy
- Complaint rate
- Completion of daily operational tasks
- Provide ongoing training in communication, conflict resolution, and problem-solving.

Operational Oversight

- Ensure all bookings are assigned, confirmed, and properly prepared.
- Oversee provider performance, capacity, scheduling, and coverage.
- Monitor real-time operations throughout the day and jump in when escalations arise.
- Reduce errors by ensuring SOPs are followed consistently.
- Ensure quality control standards are upheld across all cleanings.

Problem and Conflict Resolution

- Handle high-level client escalations that PMs cannot resolve.
- Manage conflicts between clients and cleaners, including
- Miscommunications
- Cancellations, disputes, or refund requests




- Must be able to de-escalate emotionally charged situations calmly and professionally.
- Coordinate solutions such as refunds, re-cleanings, or compensation, following company policy.

Operational Systems & Improvement

- Audit and improve workflows in:
- Airtable
- BookingKoala
- ClickUp
- OpenPhone
- Identify bottlenecks and create improved processes or SOPs
- Maintain operational documentation (SOPs, playbooks, workflows)
- Work with leadership to prepare the company for scalability

Hiring, Training & Provider Management

- Help recruit and onboard new Project Managers when needed.
- Support recruiting team during provider onboarding as needed.
- Oversee training of new team members (PMs and Consultants) for operational processes.
- Communicate with:
- Sales Team (handoff of booked clients)
- Marketing Team (special campaigns or promotions)
- Leadership (strategy, performance review, growth initiatives)
- Ensure alignment across teams for client experience and operations.

Key Performance Indicators (KPIs) You'll Be Measured On

- 5% complaint rate
- 5% missed assignments
- On-time completion of PM daily tasks
- Reduction in refund requests
- High provider satisfaction
- Improved client retention
- Efficient resolution of escalations
- Maintaining 96%+ operational accuracy

Vision

To elevate the home service industry by building scalable systems, empowered teams, and sustainable businesses that create freedom — for clients, cleaners, and cleaning entrepreneurs worldwide.

Mission

Why we do what we do: We bring peace of mind and excellence into every home while creating pathways for our team and partners to grow, thrive, and achieve financial freedom.

Values

- 1. Act With Urgency

Moving fast shows respect for time

- 2. Always Be Improving

Growth comes from learning every day

- 3. Reliability

Reliability is our reputation

- 4. Do What’s Right, Every Time

Integrity builds trust that lasts

- 5. Honest Feedback Builds Trust

Clear feedback is a gift

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📌 Hiring an Operations Manager for the #1 Luxury Cleaning Company in Miami (Colombia)
🏢 The Prime Cleaner
📍 Colombia