About this role
Benefits:
- Bonus based on performance
- Competitive salary
- Paid time off
Branch Operations Manager
Position Overview
Direct the day-to-day activities of the Chattanooga branch to ensure strong employee performance, excellent customer service, efficient scheduling, and continued business growth.
This is a hands-on leadership position overseeing office operations, team management, scheduling, customer communication, sales support, invoicing, and administrative functions.
Merry Maids has served the Chattanooga area for more than 40 years, with an established customer base and strong community presence.
Responsibilities
- Lead, support, and manage branch employees while maintaining a professional, productive, and accountable work environment.
- Assist with recruiting, interviewing, hiring, onboarding, and training team members and office staff.
- Manage employee performance, attendance, coaching, communication, and corrective action.
- Create and adjust daily cleaning schedules to meet customer needs and maximize productivity.
- Coordinate staffing, call-outs, schedule changes, and customer requests throughout the day.
- Ensure employees follow company safety policies and work procedures.
- Conduct team meetings and safety discussions.
- Oversee customer communication, phone standards, invoicing, collections, and general office administration.
- Handle incoming sales opportunities, estimates, lead follow-up, and recurring service conversions.
- Support customer retention, local marketing, and business growth efforts.
- Address customer concerns promptly and professionally.
- Maintain accurate customer, employee, scheduling, and operational records.
- Monitor branch performance and identify opportunities to improve productivity, retention, employee performance, and revenue.
Education & Experience
- High school diploma or equivalent required.
- Associate or bachelor's degree in business, management, or related field helpful but not required.
- 2–5 years of management or supervisory experience preferred.
- Direct employee supervision strongly preferred.
- Service business, home services, hospitality, retail, staffing, property management, or similar experience helpful.
- Customer service and sales experience preferred.
- Scheduling and coordinating multiple employees strongly preferred.
- Strong computer skills; Microsoft Office and Outlook experience preferred.
Knowledge, Skills & Abilities
- Strong leadership, organization, communication, and employee management skills.
- Ability to coach employees, set expectations, and maintain accountability.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer service and problem-solving abilities.
- Comfortable handling difficult employee and customer conversations.
- Detail-oriented with strong administrative and recordkeeping skills.
- Dependable, professional, and able to take ownership of branch operations.
- Able to make sound decisions and respond quickly when plans change.
What Success Looks Like
Success means building a dependable team, maintaining an organized and productive schedule, delivering excellent customer service, supporting sales growth, keeping administrative responsibilities current, and creating a positive, accountable work environment.
Disclaimer
This description outlines the general nature and level of work and is not an exhaustive list of responsibilities. Employees may be required to perform additional duties as business needs require.
As the owner and personnel manager of your franchised business, you are responsible for employee selection, employment policies, pay practices, employee relations, and compliance with applicable employment laws. Recommendations do not guarantee business success; results depend on market conditions, individual talent, effort, and other factors.
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