Operations & Scheduling Manager

Operations & Scheduling Manager

Position Summary

The Operations & Scheduling Manager is responsible for ensuring the right team members are in the right place at the right time while delivering an exceptional customer experience.

This role serves as the operational hub of the company, coordinating schedules, managing daily logistics, supporting customers, improving operational systems, and helping maximize the efficiency and profitability of our cleaning teams.

The ideal candidate thrives in a fast-paced environment, enjoys solving complex scheduling challenges, and takes ownership of improving processes and driving results.

Key Responsibilities

Scheduling & Capacity Management

• Own the daily and weekly cleaning schedule using MaidCentral.
• Schedule recurring, one-time, move-in/move-out, and commercial cleaning appointments.
• Manage schedule changes, cancellations, and reschedules.
• Coordinate PTO requests and employee availability.
• Fill open shifts and address last-minute call-offs.
• Optimize route density and reduce windshield time.
• Ensure crews are scheduled efficiently and productively.
• Monitor capacity and work closely with leadership regarding staffing needs.
• Balance customer preferences with operational efficiency.

Operations Management

• Serve as the primary coordinator of daily field operations.
• Support cleaners with schedule questions and field issues.
• Ensure supplies and equipment are available and ready for use.
• Assist with laundry, chemical filling, inventory management, and supply preparation.
• Coordinate field deliveries and operational support tasks.
• Monitor operational KPIs and identify areas for improvement.
• Develop, improve, and document scheduling and operational systems.
• Create efficiencies that improve profitability and team productivity.

Customer Service & Client Care

• Respond to customer questions, concerns, and service requests.
• Manage skips, cancellations, lockouts, reschedules, and service recovery situations.
• Communicate proactively with customers regarding schedule changes.
• Help maintain strong customer retention and satisfaction.
• Support review generation and customer follow-up initiatives.

Sales Support

• Answer inbound sales inquiries.
• Assist customers in selecting appropriate services.
• Create and deliver estimates.
• Follow up on unsold estimates.
• Support recurring service conversions.
• Assist with commercial cleaning proposals and follow-up.
• Identify opportunities to increase revenue through upselling and retention efforts.

Team Support

• Work collaboratively with management team.
• Provide operational feedback regarding employee performance.
• Communicate proactively with team regarding schedule changes.
• Support onboarding by ensuring new employees are integrated into scheduling systems.
• Assist with field coaching and problem-solving as needed.
• Help maintain a positive, team-oriented culture.

Success Metrics

The Operations & Scheduling Manager will be evaluated on:

Scheduling

• Schedule efficiency and productivity rates
• Daily revenue goals
• Route efficiency
• Schedule consistency
• Strategic initiative success

Customer Experience

• Customer retention/churn
• Customer satisfaction
• Complaint resolution
• Scorecard response rates
• Online review generation

Sales Support

• Lead conversion rate
• Quote follow-up completion
• Recurring customer growth
• Commercial proposal follow-up

Qualifications

Required

• Strong organizational and multitasking skills.
• Excellent communication skills.
• Ability to make decisions in a fast-paced environment.
• Strong customer service skills.
• Proficiency with software systems and technology.
• Valid driver's license and reliable transportation.
• Growth mindset and can-do attitude.

Preferred

• Experience with MaidCentral or similar scheduling software.
• Experience in residential cleaning, home services, hospitality, or field service operations.
• Experience with dispatching, scheduling, or workforce management.
• Sales and customer service experience.
• Process improvement mindset.

Work schedule

• 8 hour shift
• Monday to Friday
• Day shift

Supplemental pay

• Bonus pay

Benefits

• Paid time off
• Mileage reimbursement
• Other