What are the responsibilities and job description for the Operations Manager - Ann Arbor position at MOLLY MAID of Livonia, Ann Arbor, Brighton, and Birmingham?
Branch Operations Manager – People, Scheduling and Customer Experience
Lead the Daily Operations of Our Ann Arbor Location
Are you the person others rely on when schedules change, customers need help, and a team needs direction?
Molly Maid is seeking a hands-on Branch Operations Manager to lead daily operations at our Ann Arbor location. This position is ideal for someone who can organize people, solve problems quickly, deliver excellent customer service, and hold employees accountable while creating a positive workplace.
This is not a desk-only management position. You will be at the center of the operation—coordinating schedules, supporting field teams, communicating with customers, recruiting employees, and responding when the day does not go according to plan.
What You Will Be Responsible For
- Lead the daily launch and coordination of our professional cleaning teams.
- Manage schedules, routes, call-offs, coverage changes, and customer communication.
- Recruit, interview, onboard, train, and retain dependable hourly employees.
- Set clear expectations and address attendance or performance problems promptly.
- Coach and motivate employees while maintaining accountability and high standards.
- Monitor quality through customer feedback, field inspections, documentation, and follow-up.
- Respond to customer concerns and work to prevent unnecessary cancellations.
- Maintain accurate employee, customer, and operational information.
- Track key performance indicators, including attendance, staffing, route capacity, quality, customer retention, and productivity.
- Identify opportunities to grow the business through excellent service, referrals, and community relationships.
- Work alongside the team and provide field support when operationally necessary.
What Success Looks Like
A successful Branch Operations Manager will:
- Create an organized and consistent daily operation.
- Respond calmly and decisively to early-morning staffing challenges.
- Build a dependable and accountable team.
- Improve service quality and customer retention.
- Communicate clearly with employees, customers, and senior leadership.
- Use performance information to identify problems and take corrective action.
- Balance employee support with the responsibility to enforce company standards.
The Experience We Value
We welcome applicants with leadership or coordination experience from service-based and fast-paced environments, including:
- In-home healthcare scheduling or client-care coordination
- Hospitality, restaurants, or high-volume customer service
- Retail leadership
- Teaching or educational leadership
- Office management
- Workforce re-entry with relevant leadership, scheduling, budgeting, customer-service, or project-management experience
- Field-service or multi-location operations
Direct residential-cleaning experience is not required. We are looking for transferable leadership ability, sound judgment, urgency, organization, and a willingness to learn our systems.
Qualifications
- Experience coordinating employees, customers, schedules, or daily operations
- Demonstrated ability to manage several competing priorities
- Strong customer-service and problem-solving skills
- Ability to give direct feedback and address performance concerns
- Comfortable learning and using scheduling, CRM, email, and reporting systems
- Willingness to track performance and make decisions using data
- Available to respond to occasional early-morning call-offs and operational emergencies
- Able to work on-site in Ann Arbor and provide local field support when needed
Compensation and Benefits
- $50,000 - $55,000 annually, depending on experience bonus
- Health and vision insurance available
- Paid time off
- Primarily Monday–Friday schedule, with occasional early-morning, weekend, or emergency support as operationally necessary
- Leadership-development and advancement opportunities
If you are organized, dependable, customer-focused, and ready to take ownership of a fast-moving service operation, we would like to hear from you.
Apply today and tell us about a time you successfully coordinated people, schedules, customers, and competing priorities.
Salary : $50,000 - $55,000