Head of Service Operations bei Adrianne's Housekeeping, Inc.

Description

About Us

We’re a fast-growing residential cleaning company with a strong brand and a loyal customer base. As we scale, we are intentionally building disciplined, professional frontline operations that deliver consistent service, develop people, and reflect pride in the work.

This role exists to lead our housekeeping operation with visibility, judgment, and accountability. It is a senior, hands-on leadership position for someone who is comfortable in both the office and the field, engaging directly with customers and employees, and setting the tone for daily execution.

What You’ll Do

You are accountable for the total performance, quality, and reliability of our housekeeping operation.

You will lead approximately 50 frontline cleaning technicians (16–18 teams), supported by 2 direct-report Field Managers. You will ensure that standards are met across service quality, attendance, safety, and customer experience. This role combines frontline visibility with true people leadership; working through supervisors while remaining fully comfortable stepping in directly when needed.

You Will…

·       Lead daily execution of residential cleaning services.

·       Manage and develop supervisory employees including field managers, supervisors, and team leaders.

·       Open and close operations to ensure readiness.

·       Address service failures professionally and decisively.

·       Enforce attendance, safety, and quality standards consistently.

·       Maintain clear, professional communication within a bilingual workforce.

·       Track and report key metrics (attendance, quality, re-cleans, turnover).

·       Own scheduling and customer service to ensure smooth operations.

·       Set the tone for accountability, professionalism, and pride.

·       Develop and execute a comprehensive people plan to include recruiting, training, and coaching frontline staff.

·       Develop and implement a structured leadership development program to ensure a reliable source of future leaders within the operations team.

·       Develop and implement a robust quality control program, and work with field teams as necessary to ensure quality standards are consistently achieved.

You’re a Great Fit If You…

• Have led large, people-intensive teams in hospitality, hotels, retail, or service operations.
• Are equally comfortable leading through supervisors or addressing issues directly.
• Are confident engaging with customers, employees, and supervisors in real-world settings.
• Can balance empathy, fairness, and firm performance expectations.
• Have demonstrated experience making sound hiring decisions and taking corrective or termination action when performance or organizational needs demand it.
• Are calm, professional, and decisive in dynamic, customer-facing environments.
• Take pride in running a clean, organized, high-standard operation.

You’re Not a Great Fit If You…

• Prefer managing exclusively from behind a desk.
• Avoid direct conversations with employees or customers.
• Need rigid structure before taking ownership.
• Are uncomfortable enforcing standards consistently.
• Expect leadership to be separate from daily operations.

Bonus Points If You…

• Have served as a Head of Housekeeping, Housekeeping Manager, or Assistant GM.
• Have managed 40+ hourly employees with layered supervision.
• Have improved quality scores, attendance, or employee retention.
• Have experience in hotels, resorts, retail stores, or multi-unit service operations.
• Are known as a fair, visible, and respected leader.

Requirements

Requirements

• 3–5+ years leading frontline, hospitality, retail, or service teams.
• Experience managing supervisors and hourly employees.
• Demonstrated experience building operational systems, processes, or programs from the ground up, not just executing within existing ones.
• This role involves daily supervision, performance management, and safety communication with both English- and Spanish-speaking employees. Direct bilingual communication and cultural fluency are essential to performing the job effectively.

Additional Information

• This is an in-person role based out of our Redmond, WA location (Virtual work is not available for this position, this is not a remote role).
• Our business operates 7AM–5PM Pacific Time, and the selected candidate is expected to be available during these hours.

Benefits

• Base salary: $90,000-$110,000 per year, DOE. The starting salary reflects the current size and scope of the role and is expected to grow as the business scales.
• PTO: 3 weeks PTO plus paid holidays.
• Health benefits: ICHRA, plus optional dental, vision, life, etc.
• 401(k) with competitive company match.