Residential Service Delivery Manager

Job Title: Residential Service Delivery Manager – Luxury Residential Cleaning

Required: Fluent in both English and Spanish. US Driver’s License.

Role: W2, Full Time

We have around 350 luxury homes we clean on an ongoing basis. The Residential Operations Manager is the operational leader responsible for delivering an exceptional residential client and team experience across New Image Cleaning’s home cleaning division. This role partners closely with Vicenta to preserve and strengthen the warmth, trust, quality standards, and reputation the company has built over decades, while also helping bring greater structure, accountability, communication, and scalability to the operation. The role oversees residential scheduling coordination, field support, quality execution, training follow-through, client satisfaction, workforce stability, and day-to-day residential service delivery. We are looking for a highly relational, organized, hospitality-minded leader who cares deeply about people, takes pride in details, stays calm under pressure, and can help both clients and cleaners feel genuinely supported and cared for.

This position will be a member of the Leadership team. They will need to manage reporting, and metrics to drive results. And be able to engage in projects related to building systems, processes, and rolling out software that will improve standards and drive results.

Traits

• High energy with a strong sense of urgency
• Hospitality-minded and service-focused
• Emotionally intelligent and empathetic
• Calm under pressure and solutions-oriented
• Organized and detail-oriented
• Strong communicator with excellent follow-through
• Supportive, encouraging, and team-first
• Comfortable giving direction and holding people accountable respectfully
• Adaptable and able to handle constant change and moving pieces
• Proactive rather than reactive
• Trust-building personality with both clients and cleaners
• Humble, coachable, and eager to learn
• Respectful of the company’s history, culture, and founders
• Comfortable in the field and not afraid to roll up their sleeves
• Strong problem solver who takes ownership
• Professional and dependable
• Growth-minded with an entrepreneurial attitude
• Able to create calm and confidence during operational chaos
• Passionate about creating exceptional client experiences
• Genuine care for people, culture, and team morale

Core Responsibilities

1. Residential Service Delivery

• Own the day-to-day execution of residential cleaning services to ensure homes are cleaned consistently, professionally, and to New Image standards.
• Ensure all homes are properly staffed and serviced
• Maintain quality and consistency across teams
• Resolve operational issues quickly and professionally
• Support smooth daily execution of routes and schedules
• Protect the overall client experience

2. Team Leadership & Field Support

• Lead and support residential cleaners, leads, and field teams in partnership with Vicenta, our Residential Field Ops Manager.
• Support employee morale, engagement, and accountability
• Coach and develop team members
• Help cleaners feel supported, equipped, and valued
• Address employee issues, attendance concerns, and performance gaps
• Reinforce company culture and professionalism

3. Client Experience & Relationship Management

• Help ensure clients feel cared for, communicated with, and proud to use New Image.
• Handle escalated client concerns and service recovery
• Conduct quality follow-ups and client check-ins
• Build trust and long-term client relationships
• Help maintain New Image’s reputation for warmth and excellence

4. Training & Quality

• Support consistent execution of residential cleaning standards.
• Reinforce training and cleaning processes
• Conduct quality checks and inspections
• Identify recurring quality issues and coach teams proactively
• Partner with Vicenta to preserve and scale New Image standards

5. Scheduling, Staffing & Workforce Readiness

• Help maintain a stable and reliable residential workforce.
• Coordinate scheduling and coverage support
• Help manage call-outs, PTO, and staffing gaps
• Support hiring readiness and onboarding coordination
• Ensure operational readiness each day

6. Supplies, Equipment & Operational Readiness

• Ensure cleaners have what they need to succeed.
• Oversee residential supply and equipment readiness
• Coordinate with inventory/supply support roles
• Help maintain organized operational systems and field preparedness

Key Metrics / Scorecard

Client Experience

• Client satisfaction
• Client retention
• Recleans / complaints
• Response time to issues
• Online reviews / referrals

Service Delivery

• Homes completed successfully each day
• Schedule coverage %
• Quality inspection scores
• Missed or late appointments
• Productivity and labor efficiency

Team Health

• Employee retention
• Attendance / absenteeism
• Employee engagement and morale
• New hire retention
• Team responsiveness and accountability

Operational Performance

• Labor hours vs budget
• Overtime %
• Route and scheduling efficiency
• Supply/equipment readiness
• Issue resolution speed

The overall mission of the role is to create a residential operation where clients feel deeply cared for, employees feel supported and proud of their work, and service delivery runs smoothly, consistently, and professionally every day.

Honoring and Respecting, and Building on the Founders

This role must deeply honor and respect the foundation built by Vicenta and Jorge Jr. over many years. Vicenta remains central to the residential business and is deeply involved in the day-to-day operation, including knowing the cleaners personally, managing schedules, handling call-outs, assigning teams, supporting clients, and solving issues in real time while actively in the field. The Residential Operations Manager is not coming in to replace that, but rather to support, strengthen, organize, and help scale it. This role requires frequent daily communication with Vicenta, a posture of humility and curiosity, and a genuine desire to understand how the business operates today before making changes. Success in the role will require building trust, being highly supportive, helping remove friction and pressure from Vicenta, and ensuring she has the tools, systems, communication, and operational support needed to continue delivering exceptional service to clients and cleaners alike.