What are the responsibilities and job description for the Field Operations Manager position at Dirt Busters House Cleaning?

Job Description

Description :

Dirt Busters is seeking a proactive and motivated Field Operations Manager to lead our team of technicians and quality supervisors. This role is integral to ensuring exceptional customer experiences, maintaining high-quality cleaning standards, and fostering a positive and productive work environment. You will serve as the backbone of our field operations, responsible for overseeing all field staff, managing customer concerns, and driving the team toward excellence in quality, productivity, and employee satisfaction.

Key Responsibilities

Leadership and Team Management

Directly manage all field staff, including cleaning technicians and quality supervisors.
Hold team members accountable to company standards and expectations.
Hire, train, coach, and, if necessary, terminate employees to maintain a high-performing team.
Develop and implement strategies to maintain employee morale and retention.
Conduct regular check-ins and provide constructive feedback to support employee growth.

Customer Service and Quality Management

Handle all quality and damage-related calls from customers, ensuring prompt and professional resolutions aligned with our Happiness Guarantee policy.

Resolve customer issues creatively without unnecessary giveaways.

Act as a liaison between the field team and customers, ensuring communication is clear and respectful.

Monitor and maintain overall service quality to exceed customer expectations.

Training and Development

Ensure all technicians and supervisors receive proper training to meet company standards.

Continuously evaluate and improve training programs to support employee development.

Mentor and coach team members to excel in their roles, ensuring alignment with company values.

Performance Goals

Drive high levels of quality and productivity across the field team.

Focus on improving employee retention through engagement and morale-building efforts.

Enhance employee NPS (Net Promoter Score) by fostering a supportive and empowering work environment.

Requirements

Proven experience in operations management, team leadership, or a similar role in a service company.

Strong interpersonal and communication skills to connect with both employees and customers.

Problem-solving mindset with a focus on customer satisfaction and efficiency.

Ability to balance multiple priorities and maintain composure in high-pressure situations.

Hands-on leadership style, with a willingness to step in and assist when necessary.

Knowledge of the house cleaning industry is a plus.

Key Attributes

Accountable : You take ownership of your responsibilities and expect the same from your team.

Empathetic Leader : You inspire trust and loyalty among employees while maintaining high standards.

Customer-Centric : You are committed to delivering exceptional experiences for every customer.

Results-Driven : You focus on achieving measurable goals and continuous improvement.

Resourceful : You find solutions that balance customer happiness with company success.

We are a strong, kind team that takes pride in our teamwork, kindness, and ownership—our three core values. As we grow, we are excited to introduce this new role and are looking for someone to join our family and help us continue building something amazing. If this sounds like the opportunity for you, we’d love to hear from you! To be considered, please include a cover letter explaining why you feel you’d be a great fit for this role, why you want it, and be sure to work the secret password, awesomesauce, into your response. We can’t wait to meet you!

Requirements :

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