Operations Supervisor
Industry: Commercial & Residential Cleaning | Pet Sitting & Dog Walking
Location: Hampton Roads & Surrounding Areas (Travel Required) Position Overview
The Operations Supervisor is responsible for overseeing the day‑to‑day operations of the company across commercial cleaning, residential cleaning, and pet services . This role ensures schedules run smoothly, clients are supported promptly, staff are directed effectively, and operational issues are resolved quickly and professionally.
This position requires strong problem‑solving skills, quick decision‑making, leadership ability, and flexibility , with occasional travel throughout the service area to assist staff or resolve issues as needed. Key Responsibilities
Daily Operations & Scheduling
- Ensure daily and weekly schedules are accurate, complete, and properly staffed
- Confirm that the Assistant Operations Manager is fully informed of her daily schedule and specific tasks
- Assist Scheduling Coordinator(s) with resolving scheduling conflicts and addressing overdue invoices
- Step in to support scheduling needs during high‑volume periods or when coverage is needed
- Direct incoming client inquiries to appropriate lower management for handling
- Personally handle client inquiries when management is unavailable or issues are escalated
- Actively manage and respond to leads on Thumbtack , ensuring quick response times
- Pursue refunds for any Thumbtack inquiries that do not convert into booked services
- Actively market the business across all service lines:
- Residential cleaning
- Commercial cleaning
- Pet sitting and dog walking
- Seek new clients through online platforms, outreach, and local opportunities
- Support growth initiatives and help maintain a strong local presence in all service areas
- Take ownership of operational problems and resolve issues efficiently
- Step in personally when situations require hands‑on leadership or escalation
- Travel to job sites when necessary to assist staff, address client concerns, or correct service issues
- Evaluate team performance and identify employees who may need additional training or support
- Implement coaching, guidance, or structured improvement plans (e.g., a performance rating or “three‑star” improvement policy)
- Make staffing recommendations, including:
- Additional hiring
- Reassignment of workload
- Termination when improvement goals are not met
- Help ensure the team is supported, productive, and aligned with company standards
- Typically not required to work nights, but must participate in a rotation with the Assistant Manager and ownership to ensure evening coverage when issues arise
- Remain reachable during assigned rotation periods to respond to urgent matters
- Maintain clear communication with FSMs from Citywide
- Relay any information provided by the Night Manager to the appropriate team members
- Ensure continuity between daytime and nighttime operations
- Initiate purchase orders for supplies needed within the service area
- Coordinate with:
- Assistant Operations Supervisor , who tracks inventory levels
- Night Supervisor , who relays supply needs for commercial accounts handled at night
This position requires travel to assist with operations or resolve issues in the following areas:
- Williamsburg
- Yorktown
- Newport News
- Hampton
- Norfolk
- Virginia Beach
- Chesapeake
- Suffolk (including Courtland, Franklin, Windsor, Zuni, and surrounding areas)
- Smithfield
- Carrollton
- Moyock, North Carolina
- Strong problem‑solving and quick‑thinking ability
- Excellent organizational and time‑management skills
- Leadership experience with the ability to coach, guide, and hold team members accountable
- Comfortable handling client concerns and high‑pressure situations
- Strong communication skills, both verbal and written
- Ability to multitask and shift priorities as needed
- Willingness to travel and be hands‑on when required
- Operations or supervisory experience in cleaning, service‑based, or pet care industries
- Experience with scheduling, invoicing support, and client service platforms
- Familiarity with Thumbtack or similar lead‑generation platforms
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