Remote Operations Manager

About Neat N TidyNeat N Tidy is a fast-growing residential and commercial cleaning company serving multiple U.S. cities. We’re systems-driven, customer-obsessed, and scaling fast. We’re hiring a Remote Operations Manager to own daily operations, lead our remote coordination team, and build scalable systems that ensure every clean starts on time, runs smoothly, and delights the customer.This is a high-volume, high-impact role — perfect for someone who loves solving problems fast, thrives under pressure, and isn’t afraid to pick up the phone to get things done.Employment Type: Full-time, Remote (Colombia)Compensation: $6-8 USD per hour plus profit share bonusTools You’ll Use: BookingKoala, Google Sheets, Zapier/Make, Slack, QuickBooks, GoHighLevel/CRMWhat You’ll DoOversee Daily OperationsManage all day-to-day operations across multiple U.S. cities — ensuring jobs start on time, issues are resolved immediately, and customers are satisfied.Coordinate between sales, cleaners, and customers in real time.Personally make or delegate 50+ calls per day (customers, cleaners, and vendors). Calls are your #1 tool to solve problems fast and keep jobs on track.Job Assignment & SchedulingAssign every new booking within 24 hours of being sold.Match cleaners to jobs based on performance, reliability, and proximity.Maintain an updated priority list of top-performing providers for quick dispatch.Calendar Management & OptimizationKeep the calendar clean, accurate, and up to date.Prevent and resolve double-bookings, last-minute cancellations, or unassigned jobs.Use automation tools (BookingKoala, Zapier/Make, Google Sheets) to remove manual busywork and speed up scheduling.Customer Retention & Service QualityOwn customer retention — follow up on cancellations, negative feedback, or service recovery opportunities.Proactively save at-risk customers through quick outreach and rescheduling options.Track cancellation reasons and identify recurring issues to reduce churn.Cleaner Accountability & Performance TrackingTrack cleaner punctuality and on-time job starts daily.Verify compliance: every job must have before-and-after photos and a completed walkthrough.Maintain and update a cleaner performance board weekly based on reliability, communication, and quality.Partner with recruiting to balance workloads and close staffing gaps.Cleaner Onboarding & ComplianceEnsure all new cleaners complete onboarding: contracts, insurance, W9s, QuickBooks setup, and photo requirements.Maintain all compliance files organized and up to date.Reinforce accountability standards and company expectations clearly from day one.Payment & Payroll OversightMonitor and resolve declined customer payments promptly.Calculate and verify weekly cleaner pay in Google Sheets.Cross-check job completion before processing payouts and resolve discrepancies with providers quickly.Process Improvement & AutomationIdentify and automate recurring operational tasks (follow-ups, confirmations, reminders, payment checks).Document SOPs and update them as systems evolve — you’re building the playbook for the department.Report recurring bottlenecks and implement data-driven fixes.Cross-Department CollaborationPartner with Sales to ensure smooth handoffs from booking to scheduling.Work with Recruiting to forecast coverage needs in each city.Own post-sale customer management until a Customer Success function is built.Reporting & KPIsYou’ll own and report on these key metrics weekly:Cleaner Pay-to-Sales % (efficiency & profitability)On-Time Job Start % (execution quality)Job Compliance % (photos + walkthroughs completed correctly)Customer Churn % (retention)Job Assignment Timeliness (bookings assigned within 24 hrs)Payment Success RateEmergency & Real-Time ResponseAct fast on last-minute cleaner cancellations, absences, or emergency reschedules.Keep a list of standby cleaners to fill gaps and protect daily revenue.Scale & Build the DepartmentDesign and refine systems that scale across multiple markets.Build a strong internal operations structure (training, call handling, reporting, automation).Recruit, train, and develop future operations coordinators under your leadership.What You Bring3–5+ years in operations, dispatch, logistics, or service delivery (ideally high-volume or multi-city).Comfortable making 50+ calls/day — you believe the phone solves more problems than Slack or email.Strong data management skills (Google Sheets, Excel formulas, reporting).Familiar with automation tools (Zapier, Make, or similar).Excellent written and spoken English; clear communicator and decision-maker.Organized, calm under pressure, and thrives in fast-moving environments.Ownership mentality: you build systems that outlast you.Nice to Have:Experience in home services, cleaning, logistics, or gig-economy platforms.Familiarity with BookingKoala, QuickBooks, or similar software.Why You’ll Love Working HereFast-moving, no-bureaucracy environment — you make the decisions that keep us growing.100% remote, full-time, long-term role.Opportunity to build the operations department as we scale across multiple cities.Transparent metrics, clear expectations, and strong leadership support.