Residential Service Delivery Manager

Job Title: Residential Service Delivery Manager – Luxury Residential CleaningRequired: Fluent in both English and Spanish. US Driver’s License.Role: W2, Full TimeWe 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.TraitsHigh energy with a strong sense of urgencyHospitality-minded and service-focusedEmotionally intelligent and empatheticCalm under pressure and solutions-orientedOrganized and detail-orientedStrong communicator with excellent follow-throughSupportive, encouraging, and team-firstComfortable giving direction and holding people accountable respectfullyAdaptable and able to handle constant change and moving piecesProactive rather than reactiveTrust-building personality with both clients and cleanersHumble, coachable, and eager to learnRespectful of the company’s history, culture, and foundersComfortable in the field and not afraid to roll up their sleevesStrong problem solver who takes ownershipProfessional and dependableGrowth-minded with an entrepreneurial attitudeAble to create calm and confidence during operational chaosPassionate about creating exceptional client experiencesGenuine care for people, culture, and team moraleCore Responsibilities1. Residential Service DeliveryOwn 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 servicedMaintain quality and consistency across teamsResolve operational issues quickly and professionallySupport smooth daily execution of routes and schedulesProtect the overall client experience2. Team Leadership & Field SupportLead and support residential cleaners, leads, and field teams in partnership with Vicenta, our Residential Field Ops Manager.Support employee morale, engagement, and accountabilityCoach and develop team membersHelp cleaners feel supported, equipped, and valuedAddress employee issues, attendance concerns, and performance gapsReinforce company culture and professionalism3. Client Experience & Relationship ManagementHelp ensure clients feel cared for, communicated with, and proud to use New Image.Handle escalated client concerns and service recoveryConduct quality follow-ups and client check-insBuild trust and long-term client relationshipsHelp maintain New Image’s reputation for warmth and excellence4. Training & QualitySupport consistent execution of residential cleaning standards.Reinforce training and cleaning processesConduct quality checks and inspectionsIdentify recurring quality issues and coach teams proactivelyPartner with Vicenta to preserve and scale New Image standards5. Scheduling, Staffing & Workforce ReadinessHelp maintain a stable and reliable residential workforce.Coordinate scheduling and coverage supportHelp manage call-outs, PTO, and staffing gapsSupport hiring readiness and onboarding coordinationEnsure operational readiness each day6. Supplies, Equipment & Operational ReadinessEnsure cleaners have what they need to succeed.Oversee residential supply and equipment readinessCoordinate with inventory/supply support rolesHelp maintain organized operational systems and field preparednessKey Metrics / ScorecardClient ExperienceClient satisfactionClient retentionRecleans / complaintsResponse time to issuesOnline reviews / referralsService DeliveryHomes completed successfully each daySchedule coverage %Quality inspection scoresMissed or late appointmentsProductivity and labor efficiencyTeam HealthEmployee retentionAttendance / absenteeismEmployee engagement and moraleNew hire retentionTeam responsiveness and accountabilityOperational PerformanceLabor hours vs budgetOvertime %Route and scheduling efficiencySupply/equipment readinessIssue resolution speedThe 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 FoundersThis 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.