Remote - Market Manager

About the Role
MaidPro is seeking a highly organized, proactive, accountable, and solutions-oriented Market Manager to oversee the day-to-day operations of our branch.

The Market Manager is the central point of coordination between clients, cleaning professionals (“Pros”), leadership, and our remote support team. This is a hands-on role that requires someone who can manage multiple priorities, make decisions independently, communicate clearly, and stay calm and organized when unexpected issues arise.

This position is not limited to administrative work. The Market Manager is responsible for making sure the branch is staffed, scheduled, supported, financially monitored, and operating efficiently every day.

The ideal candidate is someone who naturally takes ownership, follows through on tasks without constant supervision, and is comfortable saying, “I see the problem, and here’s how I’m going to solve it.”

Core Responsibilities
1. Daily Operations & Dispatch
Begin each workday at 7:00 AM CST to manage daily operations and housekeeping dispatch.
Review the day's schedule, staffing, call-offs, availability, client requests, and potential scheduling conflicts.
Assign and adjust jobs based on Pro availability, location, estimated cleaning times, client preferences, and branch capacity.
Build and strategically route next-day schedules to maximize productivity and minimize unnecessary travel.
Monitor jobs throughout the day and respond quickly to delays, call-offs, scheduling changes, and other operational issues.
Communicate schedule and ETA changes to clients and Pros as needed.
Ensure all completed jobs are properly closed out in the system.
Review and complete End-of-Day (EOD) reporting accurately and consistently.
Monitor branch capacity and identify staffing or scheduling gaps before they become operational problems.
Maintain accurate office and cleaning supply inventory and coordinate replenishment when necessary.

2. Recruitment, Hiring & Staffing
The Market Manager is responsible for maintaining adequate staffing levels and helping ensure the branch has enough qualified Pros to meet client demand.

Responsibilities include:
Create, post, update, pause, and close job advertisements as needed.
Review applications and identify qualified candidates.
Conduct applicant screening and interviews.
Coordinate interviews with leadership when required.
Communicate with applicants throughout the hiring process.
Assist with hiring decisions and job offers.
Coordinate onboarding for new Pros.
Ensure new employees receive the information, training, and resources needed to begin successfully.
Manage employee offboarding, including communicating next steps and coordinating the return of company property and supplies.
Monitor staffing levels and proactively recruit when additional capacity is needed.

3. Employee & Team Management
Serve as a primary point of support for Pros regarding scheduling, operational questions, client concerns, and workplace issues.

Conduct regular 1:1 meetings and team/start-of-week meetings.
Set clear expectations regarding attendance, availability, quality, communication, and company procedures.
Monitor employee performance and address issues promptly.
Provide coaching and documented feedback when expectations are not being met.
Recognize strong performance and help maintain team morale and accountability.
Coordinate with leadership regarding employee performance concerns, disciplinary matters, and staffing needs.
Maintain accurate employee information and updates in applicable HR systems.

4. Payroll & HR Administration
Maintain accurate employee records and payroll-related information.
Review employee time and attendance information for accuracy.
Submit or coordinate payroll information within established deadlines.
Make employee updates in HR/payroll platforms such as Gusto.
Assist with onboarding documentation and other routine HR administrative responsibilities.
Ensure employee changes, new hires, and separations are communicated to the appropriate teams promptly.

5. Quality Control & Field Compliance
The Market Manager is responsible for maintaining consistent service standards and holding the field team accountable.
Monitor QC forms, client feedback, complaints, and service-related concerns.
Review cleaning photos and other quality documentation submitted by Pros.
Follow up on quality issues and determine appropriate next steps.
Coordinate re-cleans or other corrective actions when necessary.
Monitor compliance with company procedures, including required job documentation and photo submission.
Address repeated compliance issues through coaching, documented warnings, and escalation when appropriate.
Track recurring quality concerns and identify opportunities for additional training.
Work closely with Team Leads or other field leadership to maintain service standards.

6. Client Relations & Customer Service
Serve as a primary point of contact for escalated client concerns and service issues.
Respond professionally and promptly to complaints, questions, scheduling concerns, and service requests.
De-escalate difficult situations while protecting the company's policies and operational standards.
Investigate client concerns by reviewing account history, job notes, schedules, photos, and other available documentation.
Determine appropriate resolutions within company guidelines and escalate matters to leadership when necessary.
Maintain detailed and accurate account notes documenting important client communications, issues, and resolutions.
Follow up with clients when additional communication is required.

7. Accounts Receivable & Financial Administration
Monitor outstanding client balances and Accounts Receivable (AR).
Follow up on overdue or failed payments according to company procedures.
Document payment-related communications and account activity.
Coordinate with the appropriate team members regarding billing questions, refunds, payment issues, and account holds.
Monitor financial information relevant to daily branch operations and escalate discrepancies when necessary.

8. Cross-Functional & Remote Team Coordination
This position works closely with both local and remote teams.
The Market Manager will:
Communicate regularly with remote support staff, including the Philippines-based team, as well as U.S.-based leadership and branch personnel.
Provide clear and complete information when handing off tasks or issues.
Follow through on requests from leadership and other departments.
Keep relevant teams informed of operational changes, staffing issues, client escalations, and other important developments.
Ensure information is documented in the appropriate systems so that the team has visibility into ongoing issues and decisions.

What We Expect From Our Market Manager
This position requires a high level of independence and ownership.

The successful candidate should:
Be comfortable making day-to-day operational decisions without needing constant direction.
Take ownership of problems from identification through resolution.
Follow up on open issues rather than assuming someone else will handle them.
Be comfortable managing several priorities simultaneously.
Respond quickly when unexpected issues arise.
Communicate clearly, professionally, and consistently.
Be comfortable having difficult conversations with employees and clients when necessary.
Maintain confidentiality when handling employee, client, payroll, and financial information.
Be willing to learn and use multiple software systems.
Be comfortable working in a fast-paced environment where schedules and priorities can change throughout the day.
Understand that being organized is not enough, this role requires consistent follow-through and accountability.

Required Qualifications & Skills
Previous experience in operations management, branch management, dispatch, office management, or a similar leadership role.
Experience managing employees or field-based teams.
Experience with recruitment, interviewing, onboarding, and employee offboarding.
Strong customer service and conflict-resolution skills.
Experience handling sensitive employee or client situations professionally.
Strong organizational and time-management skills.
Ability to prioritize urgent issues while still completing administrative responsibilities.
Strong written and verbal communication skills.
Comfortable working independently with minimal supervision.
Strong attention to detail and documentation skills.
Ability to learn and navigate multiple software platforms.
Experience with payroll or HR platforms; Gusto experience is a plus.
Experience in home services, cleaning, hospitality, field services, or a similar industry is preferred.

Schedule & Availability
This is a full-time Monday–Friday position with a 7:00 AM CST start time.

Because this role is responsible for daily dispatch and branch operations, reliability and punctuality are essential.

The Market Manager must be prepared to:
Be online and ready to begin work at 7:00 AM CST.
Actively monitor operations throughout the workday.
Respond to time-sensitive scheduling, staffing, and client issues.
Adjust priorities when call-offs, emergencies, client concerns, or other unexpected situations arise.
Meet deadlines for scheduling, payroll, reporting, recruitment, and administrative tasks.

What Success Looks Like
A successful Market Manager ensures that:
Jobs are properly staffed and dispatched each day.
Clients receive timely and professional communication.
Pros know where they need to be, what is expected of them, and who to contact when issues arise.
Staffing needs are identified and addressed proactively.
Quality issues are documented and followed through to resolution.
Employee concerns are addressed promptly and appropriately.
Outstanding balances and administrative tasks do not fall through the cracks.
Leadership has accurate and timely information about branch operations.
The branch continues moving forward even when unex